Consumer complaint received 2020-10-07
Company: JPMORGAN CHASE & CO.
State: WA
Product: Credit card or prepaid card
Sub-product: Gift card
Issue: Problem getting a card or closing an account
Sub-issue: Trouble getting a working replacement card

Complaint:
I've two free night certificates in my account expired on XX/XX/XXXX. Each certificate is worth up to XXXX points. Per Mariott 's covid-19 policy https : //marriott-re-2019ncovc.com/ about Free Night Award ( FNA ) : Members who currently have an active Free Night Award ( FNA ) expiring in XXXX as part of their credit card benefit, annual choice benefit, promotions or travel package will be able to use it through XX/XX/XXXX, so my two certificates would be extended to XX/XX/XXXX, but they failed to get extended and expired them XX/XX/XXXX. 

Due to the pandemic, travel is highly restricted and I've not a chance to use the two certificates. I tried to contact Mariott customer service on XX/XX/XXXX to extend them, they asked me to wait for 10 days and to call back. On XX/XX/XXXX, after 11 days, I reached out them and they asked me to wait again. This is totally not acceptible. My night cerntificates were about to expire at that time and limited time was left to get the problem resolved, and it seems they don't want to get my problem resolved. Really disappointing. 

I understand that my two certificates got extended once on XXXX and set a new expiration date to XX/XX/XXXX, but due to the pandemic I've no chance to use them and Marriott publicly announced they would extend the active free night award expiring in XXXX to XX/XX/XXXX. In the policy, it never mentions this is conditional and needs the night award has never been extended before it's qualified to get extended. If a free night award doesn't qualified for an extension, please clearly mention that in the policy to avoid any inconvenience to the customers. No, they never mention that! This is totally cheating behavior and shows no customer care. 

To real disappointments, after I refered to their COVID-19 rule in https : //marriott-re-2019ncovc.com/. They quietly retired that website soon and redirected it to the other pages. This cheating behavior caused lots of trouble to the customers to actually find helps from Marriott due to the pandemic. 

I tried many times back and forth asking for my rights, they later simply issued a so-called good-will XXXX points, which are only 1/4 of the two certificates ' value. This is totally not acceptible!! 

Later I resorted to XXXX for help, but Mariott simply asked me to wait again 3 to 5 days. On XX/XX/XXXX, right one day after my certificates expired, they replied that they still refused to extend the certificates! Back and forth, I asked for my rights in XXXX. They finally declined to do that without any official rules or conditions that could support their decision. 

I resorted to their customer service on XXXX  on XX/XX/XXXX again. They simply sent me away with no real help! My issue has been over 2 months without any solution as I proposed. Hereby, I ask for help from our CFPB to investigate my case and asks Marriott to offer a real solution that respects their COVID-19 policy and the customers!

Company response to consumer: Closed with explanation