Consumer complaint received 2023-10-24
Company: JPMORGAN CHASE & CO.
State: TX
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:
In XX/XX/2023 I obtained a XXXX credit card offer through Chase bank. The offer was If I open a Chase XXXX credit card and spent {$3000.00} in a 3-month period, I will receive XXXX XXXX points or 3-day Marriott stay. The card required a {$95.00} yearly fee. I contacted chase by phone due to the fact I did not have a XXXX account and asked if I needed to set one up before I apply for the card? I was advised that Marriott would set one up for me and I did not have to worry about that. 

I applied for the XXXX card XXXX XXXX XXXX XXXX and was approved. I completed the tasks of making {$3000.00} in purchases and paying the {$95.00} fee. 

The points never showed on my statement, and I never received a XXXX account number. I contacted Chase with my concerns multiple times within the 90 days from when my card was issued. This was all recorded by phone and documented by Chase. I was advised the points would not show up until XXXX of XXXX. Chase told me I would need to wait and still did not receive a XXXX account number, and the points still never showed up on my credit card statement. 

I made another call to chase and again was asked to wait so they could work it out. I waited a few more weeks and still had no answers. I contacted Marriott XXXX who stated I had an account from years earlier ( XXXX XXXX ) they would place the points in. I never had an account from years earlier. I have never been a XXXX Member. The points never showed up. My wife contacted Chase and advised them we were still waiting for the points we were owed from Chase. Chase advised the points were sent to a new account number XXXX XXXX. We were advised to have the 2 accounts merged together and our points would be there in 2 weeks. When we accessed the XXXX account XXXX we observed 2 of the days had been used in XXXX of XXXX. We did not use the days and advised Marriott of the days used and advised them we wanted the days credited. Marriott stated we let someone use our account and basically said we were lying, or the person defrauded us by accessing our account. 

It turns out the account Chase provided to us was someone else 's account that already existed.

Speaking to Marriott about the issue, we were told to contact Chase. Chase basically told us there is nothing they can do and said I was out the {$95.00}, the points I earned and the XXXX points they deposited into someone else 's account. 

I was advised I could not be refunded the {$95.00} and points I earned due to the fact I waited past 90 days to close the account. I was blown off over 90 days and given the run around. There is obviously a problem in the verification process because, according to Chase, my points were put into someone else 's account number XXXX. An account that belonged to another person. 

As stated earlier, I completed the terms of the card agreement. I paid my fees and made the required purchases. Chase gave my rewards to another person who used 2 of the days without verifying who they gave the rewards to. I should not be out the {$95.00}, earned points and rewards owed to me due to a transaction Chase Bank screwed up on.

Nobody at Chae has helped me other than stating there is nothing that can be done and to politely XXXX up my losses. 

I am requesting Chase Bank fulfill their advertisement and provide me the rewards I earned, and the XXXX 3 day stay certificates or the cash value of the points they gave away to someone else. They basically took my credit ; my money earned and points I earned and gifted it all to another person without my consent or even knowledge. This was my property, not Chases to give away. Being a military veteran, this is how Chase treated me. 

This letter was also sent to Marriott XXXX and the OCC complaint department.

Company response to consumer: Closed with explanation