Consumer complaint received 2023-05-18
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:
At the start of XXXX I tried to transfer XXXX points from my Chase account to my boyfriend 's XXXX account. That transaction failed after a few days and the points bounced back. 

On XX/XX/XXXX I called chase to figure out why it failed and how to fix it. They told me that I had to have my boyfriend in my household in order to transfer points to him so over the phone they helped me create another credit card for him under my main account so that I could transfer the points to him. 

So basically, to deal with this issue I had to have another credit card made. So once that was done, the person over the phone transferred the XXXX points to his account. I get a confirmation email that the transaction has started. On XX/XX/XXXX I get an email stating that the transfer failed again. 
On XX/XX/XXXX I try to transfer again using the app. The points do not transfer instantly which is normally the case so one day later I know that it's going to fail once more so I call chase. 
I speak to a staff and explain everything, the person puts me forward to the fraud department who says that they are not the right people to speak to, again I'm transferred back to a staff. In the end I get to speak to a manager to investigate why it keeps failing and why it would fail on the second attempt when I got help by Chase staff who did all the steps ( supposedly correctly ) to ensure it would work. They can't tell me anything. They just say that it says cancelled. They can't see why or prevent it from happening again. So my points are held hostage. I can not do anything with them and they can't tell me why it's not working. So an investigation is started. 

I get a confirmation email again on XX/XX/XXXX notifying me that indeed the latest attempt has failed too. At this point I have no trust in Chase transferring my points to my boyfriends XXXX  so I open my own XXXX account and link it to my chase account. I go through all the steps for the transfer but on the last step the button is inactive. Ie I click it but it's not clickable. I call back to chase and let them know that the latest point transfer failed and that now I can't even transfer the points to my own XXXX. I have XXXX access to my points. They can't tell me why and just refer to the technical investigation. I ask them to expedite it as I've now been trying to access my points since the beginning of the month. 

In the beginning of this week of the XXXX I call back to chase to check on the investigation and to get things moving. The first person I talk to there's bad connection so she just hangs up. No call back or anything. Then I call again I speak to someone, then I'm put through to a manager, I'm put on hold and then it disconnects. Once more no call back. 
Today is the latest attempt, ie XX/XX/XXXX, that I've tried to get an update and get things moving along. The only reason to have a credit card is to get points that I can actually use. I can not use my points, I can not book flights, I can't even transfer them to myself. There is no progress and no promise of a date when things will be resolved. When I called today they just refer to the investigation which doesn't have an end time and they could not care less. At this point I feel like it's fraud. I'm meant to be able to access my points and soon it will be almost a month within which I can't get them. Chase is not helping and there needs to be some sort of explanation and accountability. This is the worst experience and I wish I had just stuck to my XXXX instead of Chase.

Company response to consumer: Closed with explanation