Consumer complaint received 2020-04-03
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: Other problem

Complaint:
This complaint is about both not receiving travel reward credits for two years, and not receiving a refund of my membership fee when I tried to cancel my account. Here are the details : Travel Reward Credit issue Prior to a vacation in XX/XX/2019, I called Chase 's Sapphire Reserve customer service and spoke to an agent. I was advised on that call that purchases made on my holiday would be applied towards the travel credit. I verified the restaurants I was going to and the hotel I was staying at with the rep. He said all of those restaurants were on the list and would trigger the travel credit being applied. He also said if a purchase is made outside of my home area, that also triggers the purchase. 

I discovered in XX/XX/2019 that this never happened. As a result, Chase kept roughly {$120.00} of my travel credit. I disputed it, and I was told a rep would call me within 15 business days. I never received a call. I received a postcard in the mail at the end of XXXX, saying they reviewed the issue. It was a standard form postcard. 

I spoke to a rep in XXXX, and I was told there was nothing they or I could do because the new plan year had started. I asked for confirmation about the previous year 's travel credit, as I received no documentation on the company if it had been used or not. Mysteriously, the information is not accessible. This rep confirmed if I cancel my card, I would receive a prorated amount of my membership fee back - my membership renewed in XXXX. 

Trying to cancel the account I called on XX/XX/XXXX at XXXX XXXX  and spoke to a rep. My call was 25 min and 19 seconds total. I asked the rep to cancel my credit card. He kept giving me the run around about canceling the card, and said a senior manager in another department could review my case and reverse the decision. He noted if I canceled the card, I would get the prorated membership fee back. This rep made notes in my account for me to be called back and documented our conversation. I had a work meeting, and could not remain on the phone, I called on XX/XX/XXXX at XXXX XXXX  and spoke to a rep. Our call was 25 minutes 19 seconds long. She gave me conflicting information, saying that there are no senior managers to speak to and I would need to wait 30 days for a call back. I asked her to please find me help - the annual fee is {$550.00} a year and the timing wasn't acceptable. She said OK and put me on hold. She disconnected my call after 20 minutes on hold. I don't know if that was accidental or not. I believe it was intentional. 

I called back a second time on XX/XX/XXXX at XXXX XXXX, and spoke to a new rep. He was perfunctory, said sorry for my experience, and he'd cancel my card. He ended the call so quickly, I didn't get a chance to ask how much credit I would receive back on my membership fee. 

I called back a third time on XX/XX/XXXX at XXXX XXXX, and spoke to a new rep. She said I would not be receiving any refund of my membership fee. This contradicts the information from the rep on XX/XX/XXXX, and a conversation I had with a rep in XXXX ( see above ). I reopened the card in case that was true, and asked for a call from a senior manager. She said it would be 15 days for a return call, which I agreed to. Based on the dismissiveness of the rep when I spoke to her, I'm not sure the request for a call was filed.

Company response to consumer: Closed with monetary relief