Consumer complaint received 2021-01-07
Company: JPMORGAN CHASE & CO.
State: NJ
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:
In XXXX, I opened an XXXX XXXX XXXX credit card from Chase. One of the reason I opened the card for my small XXXX  business is because of the cash back rewards, where I'd earn a small amount of points from my business expenses. According to the program agreement ( see attachement ), I don't lose my points unless my account is closed for a list of reasons in the agreement. The points can be redeemed for cash, which will help offset expenses for my XXXX. 

Fast forward to XX/XX/XXXX. I logged into my account, and to my surprise, the account was closed ( see attached screenshot ). And XXXX of my reward points, which I had saved up over the years, and can be redeemed for {$580.00}, ( as indicated by an email from Chase XXXX on XX/XX/XXXX XXXX was completely revoked by Chase. I tried to find out what happened to the account. There was no email/text notification, I received no notice for the termination. I doubled checked my email inbox, and the last email I received from Chase XXXX was XX/XX/XXXX. 

I contacted customer service through numerous channels, through the secure messages, phone call, and XXXX  ( from XX/XX/XXXX to XX/XX/XXXX for almost a dozen times ). All the customer service agents said that because there was no activity, the account was closed. I bought up the issue that I had not received a single notice for the closure, the agents stated that a letter was mailed out sometime in XX/XX/XXXX, which I had never received. In fact, I had clearly indicated paperless communication preferences, and no email/text/messages was sent. The customer server agents kept reiterating that the account was closed, the reward points are removed and that there's nothing they can do. 

However, what Chase did clear violated their own user agreement for the XXXX  Cash Business card ( to which I have attached a copy here ) : * Under the section of " How you could lose your points '', it stats that " Your points dont expire as long as your account is open, however, youll immediately lose all your points if your account status changes, or your account is closed, for any of the following reasons ''. The list of reasons contained things like " unable to pay your debt '', " fraudulent activity '', but no mention of account inactivity. There was also no mention on account closure due to inactivity on their " Pricing & Terms '' ( see attached ). 

One may argue that there was perhaps changes to the agreement. However under " Notice of changes '', it does not mention anything about account closure, and I did not receive any notice to changes to the program either. 

Other than issues with the user agreement violation. I found Chase 's customer service woefully inadequate and exacerbating to deal with. Every time I sent a message, a new representative was chosen to respond, and I had to explain the whole situation again. Repeatedly, the customer service reiterated the same scripted message about how the account is closed, without addressing any of the details regarding lack of notice for the closure and the discrepancies between the action from Chase versus the user agreement. Furthermore, this all happened during the pandemic when everyone 's financial situation is strained ( myself included ). I lost over {$580.00} which I could've redeemed earlier, and Chase 's indifferent attitude toward a long-term customer is shocking to me.

Company response to consumer: Closed with non-monetary relief