Consumer complaint received 2016-05-01
Company: JPMORGAN CHASE & CO.
State: OK
Product: Credit card
Issue: Rewards

Complaint:
I am refiling a claim due to lack of response to my dispute to the credit card company 's response and lack of response on XXXX XXXX, XXXX. I received acknowledgement from Consumer Financial Protection that my response was received. However, I never received any acknowledgement from the credit card company, and it has been nearly one month since I submitted my dispute. 

So after I applied for the XXXX XXXX credit card, I finally learned that the XXXX XXXX rewards program was enacted in XXXX. Even though I inquired repeatedly about my rewards balance and the percentage of return, the customer service representatives never told me that I was not signed up for the rewards program, nor did they ask at that point if I would like to sign up for the XXXX XXXX rewards program. This was not a single incident. This was an 11 year incident/lapse of not divulging information about my credit card account. 
Only in a previous complaint did I finally learn of the year that the reward program began because no other representative or supervisor has been able to locate the information in their system and tell me. I have repeatedly asked for this information and no one has been able to provide the month and year it began. As the account supervisor, XXXX, told me that whenever I called in and asked questions pertaining to the XXXX XXXX Rewards program, I should have been informed about it and made aware that I could " sign up '' for the program just by saying " I would like to sign up for the XXXX XXXX Rewards. '' When I finally did get signed up on XXXX XXXX, XXXX, the customer service representative did n't mention my ability to sign up or that it was available even though that was the reason for the call and the topic of the entire discussion. It took me asking for a supervisor, XXXX in XXXX XXXX, at last describing the rewards of the program and me asking " How do I receive the rewards? '' since I was under the impression that I was receiving the rewards since the beginning of the program, called and asked when the percentage returned on XXXX XXXX products was changed, and my credit card stated that it was a " XXXX XXXX Rewards '' card. I 've had XXXX credit card that earned points and XXXX that earn cash back. I have never had to sign up to receive the benefits when I applied for the cards. I was automatically enrolled in the rewards/cash back programs. 

As for receiving material in large print, I stated that I was XXXX not XXXX, XXXX or XXXX so this is not a viable option. As for XXXX, not everyone knows it and some are physical unable to read it. I fall in the latter category XXXX. As for the other XXXX ways to receive information, audio CD or CD ROM, the lack of XXXX makes these formats worthless since I XXXX. As for having a customer service representative read me my statements and any printed information from the company that is completely out of the question since there is n't a Chase Bank in my town and I do n't know if there is even XXXX in a larger city that is over XXXX minutes away from me. That is why I do utilise the customer service number on the back of my card to obtain my information. Most of the time I inform the representatives that I am XXXX and never once has even one made me aware in nearly 14 1/2 years of the alternate formats of monthly statements even though they would n't work for me. I rely on the customer service representatives to relay the whole and accurate information/truth. Why was the rewards program so secretive, difficult to find out about for 11 years and hard to enroll in last year?

Company response to consumer: Closed with explanation