Consumer complaint received 2019-08-09
Company: JPMORGAN CHASE & CO.
State: MO
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
I had a Chase Amazon credit card. It was shutdown by Chase for " reward misuse '' on XX/XX/XXXX. 

I previously filed a Consumer Financial Protection Bureau Complaint. JP Morgan Chase Bank defended its decision to close my account. 

Chase also sent me an entire packet of information outlining the " Terms and Conditions '' of the contract I agreed to when I signed up for a Chase Credit Card. The letter sent to me states " Our decision to close the accounts is in accordance with the terms and conditions of the enclosed. '' The Consumer Financial Protection Bureau Complaint ID is : XXXX. I have this packet saved, but I am unable to attach it to this complaint. 

This packet I received not define " reward misuse. '' Nor did it have the Amazon Rewards Program Agreement that I agreed to when I applied for this credit card sometime in approximately the Spring of the XXXX. The Consumer Financial Protection Bureau was carbon copied with this packet of information. This letter is dated XX/XX/XXXX. 

I called Chase on XX/XX/XXXX. I spoke with XXXX at the Chase Executive Office. Chase gave me XXXX 's number to call and speak to if I had any questions or any other issues with Chase. 

XXXX said Chase could not tell me how I misused my rewards points on my Amazon account, but ultimately that I agreed to Chase 's terms and conditions. And that as a Chase customer Chase could terminate my card at anytime. 

XXXX did explain that reward misuse could mean selling the Chase points or dollars that are earned when you spend your Amazon Chase Credit Card. 

XXXX also said that all of this was explained by Chase.com on its website. I looked up the website on the phone and the contract on its website was XX/XX/XXXX. 

This was a month prior to the time Chase terminated its relationship with me, and probably a two years before I started using my credit card. This contract was not the same one I agreed to and Chase couldn't bother sending me the correct contract and Rewards agreement after I had filed a CFPB complaint. I may have agreed to update terms, however Chase did not show when and how I did that. 

I highly recommend requesting the audio recording of this phone call. Chase recorded it. This was an incoming phone call from XXXX  ( XXXX XXXX XXXX and took place at XXXX central standard time and it lasted for fourteen minutes. I do not want to give out XXXX 's direct line, but can do so if you need it to file any records requests from Chase Bank. XXXX was wonderful, but the conversation laid out several of the problems with closing my credit card account. 

I did use my Amazon Chase Credit Card frequently. However, it was primarily used to buy Amazon products. Chase is more than capable of putting spending limits on its credit cards. It also could have given me notice that it was terminating my account or limiting the points I could receive as it believed I was misusing its rewards. 

The current Rewards Program Agreement says the following : Well give you 30 days notice of the following types of changes to the program or this agreement : if we add or increase fees applicable to the program if we decrease the rates at which points can be earned in this program if we limit the number of points you can earn if we cancel the program Chase did not do anyone of these, but terminated my account. As I explained to XXXX, if this portion of the contract was in my original contract, Chase violated their own conditions. If failed to give me 30 days notice. 

But as XXXX pointed out, I had agreed to Chase 's terms. And they could terminate my account for any purpose. This however is not how they supported their decision to terminate my account after I had filed a CFPB complaint. 

Additionally, by citing Rewards Misuse, I should have been directed to exactly how I misused the rewards. Not a possible contract that shows Chase in violation of its own terms, and told that ultimately Chase can do what it wants to its own consumers. I had no recourse through Chase. 

As I explained to XXXX over the phone, this hurt my credit score. It closed an account that was approximately 2 years old at the time, and forced me to open a new account at a rival credit card company. Or I could have chose to not have another credit card. 

Both of these things hurt my credit score, or reduce my ability to purchase goods as a consumer. A lower credit score can increase my interest rates on loans as a consumer and make it harder in the future to be eligible for premier credit cards, or even receive loans in the first place. 

Additionally, XXXX urged me that it might be possible to apply and receive another Chase credit card. She could not tell me if I would be approved by Chase. But more importantly, she could not tell me how I stood with their banking affiliate. 

I do not know Chase 's banking affiliate and have not been told its name. 

I have no way of remedying the situation with this entity without knowing its identity. And its decisions have directly impacted my credit score. 

I have applied and received an additional Chase credit card. I received the United Airlines Chase credit card around XXXX of XXXX. I used my Chase United Airlines credit card until it was canceled on XX/XX/XXXX. In Chase 's letter to me, I was notified that my account was canceled because " our affiliate is ending their banking relationship with you. '' I did not sign an agreement with Chase 's affiliates, nor should I again be forced to choose between either not having an airline credit card, or opening a second airline credit card in a few months. This is again damaging to me as a consumer. 

Lastly, the biggest harm in being in limbo as to whether or not I can reapply, receive and use for an extended period of time Chase credit cards is that I don't get to use credit cards which have partnerships with companies I use on a frequent basis. I would like to earn Marriott points through Chase, I would like to earn Southwest and United points through chase. 

The Chase Sapphire Reserve has partnerships with companies all over and I travel frequently. This would be a nice credit card to have, but I do not want to apply for it knowing the account may close on me. I could be accepted like I was when I applied for and received the Chase United Card. This is especially worrisome given it costs {$450.00} a year. 

Now, I am not entitled to be approved by Chase. However, I do need more resolution on this issue so I don't have to be worried about my credit score. I need to know if I can apply for another Chase card in future, or if I have to settle for a competitor. A competitor that does not have the same business partnerships as Chase. Without this resolution I am forced between attempting to receive the better credit card, but this ultimately could hurt my credit score if Chase determines to cancel my credit card account again.

Company response to consumer: Closed with explanation