Consumer complaint received 2022-06-07
Company: JPMORGAN CHASE & CO.
State: NY
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 have had the credit card with Chase bank since 2016. I pay {$550.00} a year for the annual fee for this card. I pay this fee because the card comes with benefits and features. One of the features on the card is allowing for my authorized user to transfer miles and points to their account. I have had my authorized user on my account since 2016. I also pay an additional {$75.00} per year for my authorized users card. Two years ago, Chase bank had an IT technical error which prevented me from transferring miles to my authorized user. When I needed to transfer miles to him, because of this error I could not, and therefore I could not use my points- this caused me to lose over {$1000.00} having to buy a ticket for cash instead of using my reward which I earned- which had to be booked from my authorized users account. I reached out to Chase and after hours of requests, it took them nearly two months to resolve this problem. Because I could not use this benefit, I asked them to refund a portion of me fee, since per terms & conditions, I pay the fee to use this feature - CHase refused. I felt this was unfair since they failed to provide a service for which I paid, but I let it go. 

Today I have the same problem with a different transfer partner. I reached out to Chase on XX/XX/XXXX and filed a case over the phone and was advised that within XXXX business days I will receive a resolution. No one had followed up. I reached out via my card portals messenger 4-5 times since XX/XX/XXXX, and the responses have been generic, not addressing the problem, absolutely incorrect, as if the responders are not reading about my problem and have no interest to fix it. 

I have asked the team to provide a partial credit to my fee or bonus points because I am currently paying for a product which is not available to me due to Chase 's technical problem which has no one assigned to the case, no anyone at the bank who even takes a minute to understand the problem, let along solve it. 

I need this resolved, but I also need them to provide a partial credit to my fees, since I am not able to use the transfer service for my authorized user. I keep this card and pay a total of {$620.00} annual fee for this card mainly so I can use this transfer feature, but unfortunately Chase 's technical incompetency are preventing me from utilizing it. 

Please help force Chase to assign someone who can help fix this and also ask them to prorate my fee because the service hasn't been available to me for about two months now that I am aware of, but in actuality it hasn't been available to me for the past two years ( since they only fixed one partner out of the 12-14 partners they have ). 

This is beyond frustrating that Chase is not providing service for which they charge me as part of their terms & conditions, and also that they don't have adequate customer service to resolve this. 

Chase bank needs to fix this technical error for all their Airlines and Hotel partners for my account, not just the one at hand.

Company response to consumer: Closed with explanation