Consumer complaint received 2023-12-01
Company: JPMORGAN CHASE & CO.
State: IL
Product: Credit 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 opened a credit card in early XX/XX/2023. The advertised perks included : XXXX. XXXX XXXX Nights credited to my XXXX XXXX Account within 60 days of opening the card. 

XXXX. XXXX XXXX Nights ( XXXX points equivalent ) if I spent {$5000.00} on the card within the first three months of opening the card. 

I called both XXXX and Chase when I noticed I was not receiving either perk, nor was I receiving the normal points just for spending on the card every statement. To date, I have not received a single reward point, nor have I received my XXXX Elite Nights and it is now going on 90 days since I opened the card. 

I called Chase Bank on the following dates/times, and am including the length of my calls : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Each time I was given differing information. I was first told it would be after two billing cycles. I confirmed verbally my Chase and XXXX XXXX accounts were linked and was informed that yes- I was ( XX/XX/XXXX ). On XX/XX/XXXX, I received an electronic notice from Chase Bank that ( summarized ) stated the accounts were not linked so I was not receiving my rewards. It stated I needed to take the following steps : " Log into your XXXX XXXX account at www.marriott.com to update your information ( e.g. name and physical address to match your Chase account ), or contact a XXXX representative at XXXX to assist you in this process. 
Once your information is updated on your existing XXXX XXXX loyalty account, please contact Chase at the number on the back of your credit card with that information and we will complete the linking process. '' I did the steps to confirm. My address has not changed, nor has my name. I reconfirmed with XXXX XXXX and then called Chase Bank to re-confirm. I was told I would have a " ticket '' issued to have this resolved within XXXX business days. 

I still received no rewards. I called twice on XX/XX/XXXX, and was informed on the second call this was escalated and expedited and would see it resolved within XXXX business days. I also confirmed I had already reached the {$5000.00} spend threshold to receive my reward points and " free nights '' in addition to the Elite Nights I should automaticall receive within 60 days of opening the card per the cardmember agreement. 

To date, I have still not received any points credited to my account. I have not received my XXXX XXXX Nights. I have received no follow ups from Chase Bank for my " expedited tickets '' to resolve this issue. I am now heading into the holidays and holiday travel with no updates and no information on how to receive rewards relating to travel. 

I have done my due diligence to resolve this with Chase Bank, but am not receiving what is promised in the cardmember agreement - or any guidance on any possible issues on any phone calls with their cardmember services. I hope the FTC can help resolve this issue and have the bank uphold their obligations to issue the rewards noted in the cardmember agreement.

Company response to consumer: Closed with explanation