Consumer complaint received 2022-05-15
Company: JPMORGAN CHASE & CO.
State: OR
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
I obtained the Chase Sapphire XXXX Credit Card due to their travel rewards program. We saved up our points for over a year, and when it came time to use them -- we could not. We needed them to purchase travel to visit our daughter, and our grandkids for our first XXXX together -- and after more than 2-weeks of trying to resolve the issue with Chase, have had no resolution and can not afford to pay the current airline prices to travel anymore. 

This is a breach of contract, and I have attached XXXXhe Ultimate Rewards Program Agreement to substantiate this claim. The Program states that I can use their ultimaterewards website or their travel center to book travel worth 25 % more than my existing points, yet after weeks of attempts -- I am unable to do so, and no one has been able to help. 

Verbiage directly from the Program Agreement substantiating this is copied below : " Travel You can use points for available airline tickets, hotel accommodations, car rentals, activities and cruises through the program. 
You can book travel online at chase.com/ultimaterewards or call the number on the back of your card to reach the Chase XXXX XXXX. 
A service fee may be charged for using the Chase XXXX XXXX to book travel. Well let you know of the amount of any service fee, if applicable, before you book. 
Points are worth 25 % more when you redeem for travel through Chase XXXX XXXX  : Each point you redeem for travel booked through the program is worth {$.00} ( one and a quarter cents ), which means that XXXX points is worth {$1.00} in redemption value compared to the cash redemption value of {$1.00}. '' Summary of Problem : We verified that our account is in good standing, we have ample points to use for travel, and we can see the available points, recent transactions etc. However, when we attempt to access travel portion of the XXXX XXXX  site, we receive an error ( attached here ). This same error was replicated when a bank teller attempted to do the same in a physical Chase Branch location. When calling the XXXX XXXX, they could not locate our account and said there was nothing that could be done. When speaking to card/member services, they said everything was fine and it must be a problem with the XXXX XXXX XXXX Even when both parties were on a 3-way call with us, they both insisted it wasn't their problem and provided no solution for us. They suggested getting the points as cash, but that loses 25 % of the value -- and does not remedy the core issue of acquiring the card for the primary purpose of using the XXXX XXXX/XXXX XXXX XXXX 

Resolution Attempts : * Over a period of 2-weeks, we spent more than 10 hours on the phone with any customer service number we could find, and everyone we spoke to said it wasn't their problem and passed us off to someone else * We physically went into a Chase Bank Branch location to verify that this was not a computer glitch on our end -- and they saw/experienced the same error message when attempting to access XXXX XXXX XXXX  website * We submitted 2-3 account research inquiries and never had a response back * A number of representatives were incredibly rude, and directly implied that we were XXXX and this was our fault. 
* We spoke to no less than 15 different representatives, and were never provided with viable next-steps, a solution or remedy/compensation for the problem.

Company response to consumer: Closed with non-monetary relief