Consumer complaint received 2020-12-24
Company: JPMORGAN CHASE & CO.
State: NY
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:
The original complain was submitted in CFPB data base and submission number is XXXX. 

I used reward point to redeem for digital XXXX card on XX/XX/XXXX. During the process, I input my email address but I miss typed email address. Since I didn't get anything, I checked in credit card website, I found out there was miss typing email address, called them and fixed it on XX/XX/XXXX Wednesday. A representative said give a day or two to fix it. I called back on Friday XX/XX/XXXX but the person said call back on Monday. I called back on Monday XX/XX/XXXX and the person said they ( reward point departments I guess ) will re-issue with corrected email address by today ( Monday ) or no later than Tuesday. I called back on Wednesday XX/XX/XXXX to get update information but the lady whose name is XXXX said it is duplicated requests and they will find out what happen and she told me call back later but didn't said specific time period. Finally, I called today Monday XX/XX/XXXX and spoke with representative, she said the case is closed because they already re-sent reward card with updated corrected email address on Monday XX/XX/XXXX. I told her that I have checked every Junk mails everyday not to miss reward card but I haven't gotten anything this point. She transferred phone call to higher position and the phone was hung up at the end. It seems like never ending processing. Over the last two weeks, I have made few more phone calls than I described in this statement. 

After, failing of problem solve with Chase credit card, I submitted issue to CFPB. 
The result is as follow below. The company, Chase bank, promised me to reward point back to original credit card reward point in next XXXX to 10 days since they announced. This issue happened on XX/XX/2020 that I used my reward point for XXXX XXXX reward card {$200.00} dollars. I supposed to receive to my email but I didn't. There are long story, but to make long story short, I had attempted to solve problem several times through phone called and didn't work. I finally appeal to Consumer Financial Protection Bureau on XX/XX/2020. There were several phone calls, and Chase 's final conclusion was made on XX/XX/2020 that this case will be closed and original reward point back to my credit card ending XXXX in next XXXX to XXXX business day. Yesterday was XXXX business day since they promised. Since Chase company point system needs XXXX to 10 days to make reward point back, I have been waiting enough time but there was nothing coming into my reward point. I just waste reward point that I have saved for my kids XXXX present for entire year. Consumer Financial Protection Bureau closed this case after they've got response from the company but there is certain period of times that I have to wait whether the company observe their promise. Please this case is NOT over, and Chase bank didn't do what they promise to me. Please re -open this case and reconsider the case. XXXX, This XXXX shouldn't be closed and Chase bank should response and fulfil for their client.

Company response to consumer: Closed with non-monetary relief