Consumer complaint received 2023-06-23
Company: JPMORGAN CHASE & CO.
State: CA
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:
I applied for a credit card with Chase XXXX in XXXX XXXX ( account ending in XXXX ) because of a promotion offering two digital flight certificates ( round trip ) and miles. I used one certificate. I contacted Chase on XX/XX/XXXX because I asked about whether I was eligible for a new promotion ( which comes available every two years ). The agent told me I was eligible for the new promotion ( one digital flight certificate and miles ) ; I ensured that my current account and rewards would not be affected and was told it would not be. So I canceled the card and applied for a new card with the digital reward and miles. Yesterday, when I looked, I saw that the second flight certificate was gone from my account. I called XXXX and was told that Chase was responsible for removing it from my account. I called Chase and was told that XXXX was responsible for removing the flight certificate from my account. I called XXXX and was on hold for almost three hours ; when I had the agent on the line, he told me that this happens all the time with Chase and while he put me on hold so he could speak to a supervisor, I called Chase yesterday so I could have the two agencies on the line, so I wouldn't have to waste time with the back and forth issues of blaming the other agencies. I spent a total of over four hours yesterday between the two agencies. Last night 's final call was disconnected after that long wait. I called Chase again this morning, and after escalating to XXXX, Account XXXX in Texas just moments ago, she told me that when I closed my account ending in XXXX, the reward certificate was removed. So it was ultimately Chase that removed it, even though I had been told by the Chase agent that XXXX had done so. I asked for the digital reward certificate to be reinstated. It is valued at around {$1000.00}, give or take a few XXXX dollars, because round trips from XXXX XXXX to XXXX range in value and I use those certificates to visit my XXXX XXXX XXXX mother and need them in case of emergencies which are becoming more frequent these days. Feel free to research prices on roundtrips ; that is what I saw today. They ranged up to {$1200.00} economy today. The Chase XXXX Account XXXX told me that the fine print stated that if the account was closed, the reward would be removed. It is not what I was told by the agent. If I had been informed by the agent when I enquired about the new promotion that my account with miles and rewards would be forfeited, I would not have closed the account for the new promotion. XXXX, account XXXX, would not allow me to hear the recording of the phone call between me and the Chase agent on XX/XX/XXXX but said it would be addressed internally. That resolution is not consumer friendly or consumer responsive. I am requesting the CFPB 's assistance in having that reward certificate reinstated to my aeroplan account, XXXX. Could you please assist me with this, since, from my part, I believe Chase has an obligation to reinstate that reward certificate, or to provide me with an alternative cash amount equal to a roundtrip certificate to XXXX from XXXX XXXX. I will make a copy of this complaint to the CEO of Chase as well, but informed XXXX that I would file a complaint with the CFPB. Thank you for your assistance in the matter. XXXX XXXX

Company response to consumer: Closed with explanation