Consumer complaint received 2020-10-12
Company: JPMORGAN CHASE & CO.
State: CA
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:
1. ) In XX/XX/2020, I redeemed approximately XXXX points from Chase 's Ultimate Rewards program for a car rental - with the remainder from my redemption travel being charged to my credit card in the amount of approximately {$78.00}. The car rental agency ran out of vehicles and was unable to fulfil the rental, after which I contacted Chase for a refund of the points redeemed. I spent several hours on the phone even in an effort to make contact with chase and open an initial complaint ( including speaking to a manager ), at the conclusion of which Chase ended the call without resolution because they were unable to reach the car rental agency. They told me to call back another day.

2. ) The next day or so I called back, in an effort to resolve the same issue and after spending some time on hold and being re-directed, I was able to speak to someone and re-attempt the same refund. The agent was able to contact the car rental agency this time, after which they assured me that they would open a case for me and that the points would be refunded " within 60-90 days ''. This seemed like an absurd amount of time to process a refund for rewards points, but given my focus was on other life issues and COVID-19, I accepted this. The separate {$78.00} charge that represented the diff
erence between the points redeemed and the total travel rental expense was refunded within a few days. However, the points ( after several months of waiting ) were never refunded.

3. ) It is now approximately FOUR MONTHS later, and I've now contacted Chase on at least an additional three separate additional occasions, spending many many hours on the phone and attempting to research possible resolutions through their website online. Each time I'm assured the points will be refunded by a set amount of time ( the official processing time seems to change based on who I talk to from " 60-90 days '' to " 72 hours '' to " 24 hours '' ). I've escalated multiple times to managers, submitted multiple complaints, and have several cases of my complaints, issues a
nd phone calls that I understand have been documented by Chase over these several months.

I am unsure whether they will ever refund my for the several hundreds of dollars of points that are owed to me. And even if they do, I've now spent far more hours than is reasonable for a consumer to need to resolve an issue with a company of Chase 's size and sophistication. Really, it won't even be worth it in the end from what this has taken away in terms of work productivity and time I could be spending in so many other better ways, and has only compounded the stress of a difficult time under COVID-19. Chase 's actions are egregious and a violation not only of their agreement with their customers but of consumer trust as well.

Based on my dealings with Chase, one must wonder how many millions of customers are in similar situations who will forget about, simply give up out of exhaustion or the need to attend to other issues, or be unaware of their rights or know how to seek a resolution ( not to mention the tens or hundreds of millions of dollars of value associated ). It's unacceptable for a financial institution of Chase 's  magnitude to be creating further stress for its vulnerable customers in such a sensitive time. This should not be tolerated. 

Chase should be made to answer for and alter its predatory and exploitative practices.

Company response to consumer: Closed with non-monetary relief