Consumer complaint received 2018-12-01
Company: JPMORGAN CHASE & CO.
State: IA
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:
This complaint is regards to unfair and deceiving practicing and in my opinion the practice that Chase does is truly unacceptable and unnecessary. 

Basically, in short, I accumulated over XXXX points by making purchases on chase credit card so I could convert to an airline ticket, however, after making attempts on three different days and speaking with an agent on the phone, I couldnt make that purchase and I am stuck with XXXX points that I cant convert to an airline ticket. Here is a more detailed explanation on whats going on. 

On XX/XX/2018, I found myself in a very unfortunately situation with my credit card issuer - Chase. I have done business with Chase for a number of years and currently I hold their one of the prestigious cards, Chase Sapphire Reserve, if not the most prestigious with an annual fee of XXXX per year to get the best possible perks. Throughout the years my wife and I accumulated over XXXX points by making transactions on this and other chase cards that we have in hopes that one day we could start using these points to purchase an airline ticket as they advertise as one of the rewards. 

I made my first attempt online to purchase a ticket for an international flight. After going through and entering a travelers information and selecting the seats that were available and making a purchase, I received a message apologizing that I couldnt buy a ticket because it is sold out and my card will not be charged. I made another attempt by selecting a different flight with no luck, same message. I contacted a chase travel agent on the phone number they have listed to make a purchase XXXX, however, after providing all the details about the traveler and selecting the seats, the agent couldnt make a purchase as well by stating their system is down and that I would need to try back in a couple of hours. 

The following day on XXXX XXXX, I attempted to make a purchase on chase website myself by using points to find myself in a similar position where I wasnt able to make a purchase for the same reason as the day before. I contacted an agent to whom I provided the same traveler information again and selecting the seats, the agent wasnt able to help me. He mentioned to give it a try back tomorrow. 

Following his advice, I attempted to make another purchase for the same ticket myself the next day on XX/XX/2018 with no luck. After contacting an agent on the phone number that the website provided. He couldnt assist me after providing all the traveler information again, although, they clearly have all the information on their screen as they could see all the records and they confirmed they have everything, they just need to go over it and read the disclosures again. After he couldnt assist me, he transferred me to another person who wasnt able to assist me after whom I asked to escalate a call. I was transferred to a supervisors line. The supervisor made two different attempts using all the tools she had to no success. She apologized and said there is not much else she could do to help me. I asked if we could escalate this further and if someone will follow up with me. She said she will escalate this internally to make sure Chase knows there is an issue somewhere, however, she cant promise someone will call me. 

As a result, I still have XXXX that I earned, however, I am stuck with them and cant buy an airline ticket as they advertise. The longer I wait, as it gets closer, the price for the ticket might go up so even if it will work one day, I might be paying more for the ticket as I am trying to be proactive as this time. 

Not having a solution for the past three days, I decided to call Chase on the back of my card XXXX. I spoke with a customer service representative and explained my situation and she said she would be more than happy to transfer me to the Chase Travel agent and they would be more than happy to help me. I told her Ive attempted to get help from them for the past three days and speaking with a supervisor and they advised me there is not much they could do after trying all their tools. I asked to speak with her supervisor as Chase is the one that provides points for me that I cant convert to a flight. She said there is not much a supervisor could do and they would refer me to Chase Travel agent. I pursued my attempt to speak with her supervisor and after speak with a supervisor he assured me that they will escalate it and will look at it further and someone might give me a call back if its resolved. 

On XX/XX/2018 I havent heard from anyone. I cant buy a ticket. I will be looking at a different company to purchase a ticket for dollars instead of points, however, what Chase does is ridiculous. After using their cards for years to earn points, I am not able to use them to buy a ticket. I couldve used a different card to make purchase if only I knew this is how it will end up. 

Id appreciate if you could investigate this further as this is truly alarming to me and unfair and deceiving practices as far as I am concerned.

Company response to consumer: Closed with monetary relief