Consumer complaint received 2017-02-05
Company: JPMORGAN CHASE & CO.
State: NY
Product: Credit card
Issue: Other

Complaint:
My complaint is regarding a Southwest Air Rapid Rewards XXXX card ( Chase Bank ). If a cardholder earns XXXX points in a given year Southwest PROMISES that they will earn " COMPANION PASS '' status. 
In early XX/XX/XXXX I received an email notice from Southwest that we were just XXXX points short of reaching the XXXX mark. At that time, I called Southwest Customer Service ( XXXX ) to ask specifically how I could earn the remaining XXXX points. The XX/XX/XXXX statement had already been sent to us. Customer Service provided several suggested pathways, XXXX of them being to utilize the services of XXXX of their " XXXX '' which are listed on their website. On the site there was an offer from a partner to purchase XXXX bottles of wine for {$69.00} + tax and receive an extra XXXX bonus miles. I SPECIFICALLY asked the customer service rep ( XXXX ) if that would suffice and she said " yes ''. She also mentioned ordering flowers from a partner but the wine is what we preferred. She ASSURED me that once the purchase was posted in XX/XX/XXXX it would be added to my XX/XX/XXXX total since it was " delivered '' in XX/XX/XXXX. It was added but only the purchase price and not the XXXX bonus miles. I called Customer service and they said the " terms '' state that bonus miles do not apply to the XXXX program. I told them that in XX/XX/XXXX their service rep ( XXXX ) told me it would. They countered that she had made no mention of it in our account notes. Obviously, I had no control over the account notes. We debated the issue but the agent ( XXXX ) would not concede. I asked to speak to a higher level " XXXX '' and was referred to a person named XXXX. XXXX was just as difficult. 
EXTREMELY FRUSTRATED, I again checked the list of " PARTNERS '' to see if we had purchased anything from XXXX of the others on the list. In fact, we had. On XX/XX/XXXX we had our store XX/XX/XXXX party catered by XXXX In late XX/XX/XXXX, we were billed and paid for the catering in early XXXX with the XXXX XXXX card in question. The bill was {$50.00}. We paid with the XXXX XXXX ending in XXXX I relayed this information both on the phone and in detailed emails sent to the Southwest Customer service agents ( as requested by them ) WITH THE CATERING INVOICE and store managers name/phone number to several Southwest Rewards Customer Service Agents ( XXXX, XXXX, XXXX, XXXX ) ALL who said they would review the catering invoice and payment and " CALL ME BACK ''. No one ever called me back. 
On XX/XX/XXXX I received what appears to be a final determination from a XXXX stating " We contacted XXXX Flowers on your behalf, and they are unable to honor your request for points at this time ... The file reference number for your email is XXXX. '' This is incredible and frustrating. I never claimed to have purchased from XXXX and had sent in such detailed documentation of the XXXX purchase. There should be not doubt or confusion. 
The only conclusion I can make is that they are being deceptive and are planning to cheat us out of earning the XXXX status that they strongly promoted. 
Any assistance that you can provide is greatly appreciated. 
Thank you.

Company response to consumer: Closed with explanation