Consumer complaint received 2017-10-18
Company: JPMORGAN CHASE & CO.
State: AE
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:
XXXX XXXX - Did not receive my usual, annual XXXX XXXX XXXX XXXX companion travel certificate that XXXX sends me every year. I pay {$140.00} per year for this, in the form of my annual credit card fee. 

XXXX XXXX - XXXX charged the usual {$140.00} annual credit card fee, which, again, is supposed to include the XXXX XXXX Mileage Plus companion travel certificate XXXX XXXX - I received a letter from XXXX card member service, they wanted me to contact them with a stateside address so they could mail my annual XXXX XXXX Mileage Plus companion travel certificate to me. At the time I did not have, and still do not have, a stateside address, as I am XXXX overseas. 

XXXX XXXX - I called XXXX card member service to see if my current address would work, so they could mail me my companion travel certificate. It is an overseas US address, but still a US address. They accepted my address and when I asked how long I should expect to receive the companion travel certificate they told me to contact them again if I had not received it by the end of XXXX. 

XXXX XXXX - Received a letter from XXXX stating they were going to send me XXXX XXXX passes. I did not know why they were doing this, since I was waiting on a companion travel certificate, but assumed they were sending the XXXX XXXX passes as a courtesy for all the hassle they were putting me through. Since then I have surmised that they must have mixed up the XXXX, the companion travel certificate and the club passes. 

XXXX XXXX - I called XXXX card member service again, since I had not yet received the companion travel certificate. XXXX told me to call XXXX XXXX XXXX. I do n't know why they told me that, but they did. I called XXXX XXXX XXXX but of course they have nothing to do with it, the companion travel certificate is supposed to come from XXXX. Called XXXX again and they said they would send the certificate. 

XXXX XXXX? ) XXXX - Date uncertain, but received XXXX XXXX / XXXX XXXX passes. 

XXXX XXXX - Called XXXX again, XXXX XXXX XXXX told me to to expect a follow up email or a phone call in about XXXX days regarding my still-not-received companion travel certificate for XXXX. I told XXXX that I just wanted my {$140.00} back, since I was having so much trouble getting the companion travel pass. I never received the email nor phone call. 

XXXX XXXX - Received a letter from XXXX XXXX XXXX of XXXX stating that they were sending me my companion travel certificate. 

XXXX XXXX - Waited to receive companion travel certificate for XXXX but never did. Meanwhile, XXXX charged me another {$140.00} for my credit card renewal fee and ( supposedly ) *another* companion travel certificate ( for XXXX now XXXX. 

XXXX XXXX - Called XXXX again and spoke to several representatives, none of whom could help me. I told them that I now wanted my {$280.00} back XXXX {$140.00} for XXXX and {$140.00} for XXXX ). The refused to help me and told me my only option was to write a letter to their XXXX XXXX in Ohio. XXXX This call occurred on XXXX XXXX, XXXX even though my handwritten note, attached, is written XXXX XXXX XXXX. 

I am beyond frustrated with this, especially since it has totally screwed up my travel plans for this past summer and for this coming XXXX, when I was hoping to use the companion travel certificates. Last summer I had to cancel a trip back to the US, when I had planned to use XXXX certificate with my spouse. I wanted to use the other certificate this XXXX with my sister but it seems pretty certain that wo n't happen either, especially since I am departing my current overseas location/mailing address on XXXX XXXX to go back to the XXXX. Even if XXXX were to mail either or both of the companion certificates to me very quickly I will not be present to receive them, as I will likely already be on my way to or in the US. 

As if that were n't enough, I was XXXX to read XXXX 's XXXX 's comments on their corporate website : " What we can and will promise is to be truthful and give honest assessments of our businesses and prospects ; act with integrity and honor ; and do the right thingnot necessarily the easy or expedient thing. We will work with fierce resolve to make this a company of which our customers, employees, shareholders and communities can be proud '' as well as about their " Exceptional Client Service, '' " Operational Excellence, '' and " A Commitment to Integrity, Fairness, and Responsibility. Just lip service. Words are cheap, especially when they do n't have to back them up. See : XXXX : XXXX As much as I would like to just get my money back and cancel this credit card account, I can not because I have several XXXX mileage plus miles that I have yet to use.

Company response to consumer: Closed with monetary relief