Consumer complaint received 2019-01-24
Company: JPMORGAN CHASE & CO.
State: NJ
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem getting a card or closing an account
Sub-issue: Trouble getting, activating, or registering a card

Complaint:
XX/XX/18 - I received information regarding a promotion that Chase is offering XXXX XXXX Reward points for upgrading their existing XXXX Rewards Premier Credit Card to the XXXX Rewards Premier Plus Credit Card before XX/XX/18.  I sent in a secure message via the Chase website to inquire for the full terms and detail regarding this info. Unfortunately, a rep named XXXX advised me to contact the call center via XXXX in order to process the upgrade of my card. 

XX/XX/18 - I called in and got my card upgraded, in the process, I was being told that my existing card has been deactivated, and I should wait until I receive the new card, which should arrive within 5-10 business days. In order to qualify for the points I need to make any purchases within 30 days from the day my new card is received and activated. I also paid in full the new annual fee upfront of {$95.00} upon the upgrade. Note, this is {$10.00} increase in annual fee compared to the existing card of {$85.00}. 

XX/XX/XXXX - I never received my new card, and I moved to a new address, I called in to update my home address and inquired on the status of the card. They claimed they mailed it, but I never received it. So they will send it to my new address as updated. 

XX/XX/XXXX - For the past month, I never received the card and I failed to follow up due to the holidays. I called Chase customer service again, only to find out from a rep that I no longer qualified for the points as I had to make a purchase before XX/XX/18. The rep also said I could have used my existing card to trigger the offer, which was completely contradictory as to what was being told to me when I signed up for the upgrade. She processed to send me a new card after I told her I had been waiting for months and never received my card. She then escalated my case for appeal regarding the points qualification. Intrigued by her proposal that my existing card was usable all this while, I tried using the old card I have on hand, it came back declined at a XXXX. Furious, I wrote another secure message the next day to explain my situation. I received a bot message saying my case will be responded within 6 business days. 

XX/XX/XXXX After multiple back and forth regarding my case checking and follow ups, I had no one evaluating my case until XX/XX/XXXX. A unsympathetic senior service specialist responded to me stating that I simply missed the qualification deadline, and they were firm in not being able to credit me the XXXX points despite my situation of Chase providing multiple misinformed and confusing information, and also the delay on sending me my new card. On the same day, I responded to her using secure message by explaining my case again and requested 2 points of resolution, its either I receive the promised XXXX points or Chase will offer me the option to downgrade back to the old card with the {$85.00} fee and reimburse me back {$10.00} of my money. 

XX/XX/XXXX I hear back from the same rep, XXXX. With no further resolutions or offer, but stating really firm that she will not be able to meet my request due to fairness in their system to all the other card members. 

The issue here is if Chase had sent me my card without delay or had not provided me wrong information that I could use my existing card in the first place, none of this would have happened. Now I feel like I have been cohered and lied to, to upgrade my card with a more expensive annual fee without the promised points.

Company response to consumer: Closed with non-monetary relief