Consumer complaint received 2024-06-26
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: JPMORGAN CHASE & CO. (MA)

I recently received my new Southwest credit card in late XXXX. I had a plan to spend aggressively to earn the Companion Pass early in XXXX. I was told that booking hotels through the Southwest portal had opportunities to earn points towards the Companion Pass. My husband and I planned a trip and once we found hotels with good bonus points we called Southwest Hotels Concierge to confirm that the spend and bonus points would be credited for XXXX Companion Pass, which we were informed that they would. Because we were recently married we asked if there would be any problems using my husband 's name ( XXXX XXXX ) on the reservation because I was unsure if I was going to change my name before the trip. They said there was no problem with this and the points would be credited to me because it was booked on my Southwest Card and under my southwest account number. We relied on the information we were provided with and are now being told that because my husband is listed on the reservation they will not credit the points to my Southwest account. We are also being informed that they wont release the points to my husbands account either. This is extremely frustrating because not only did we confirm before booking, but we also called Southwest and confirmed when we returned from our trip that the points were in the process of being credited to me and we were told that the points would be added in 8-12 weeks. We actually overspent on the hotels by both adding the VIP Package specifically to add the extra bonus points towards Companion Pass. One of the hotels we stayed at was around $ XXXX ; however we knowingly booked the same hotel through Southwest 's portal and spent close to $ XXXX specifically to get the extra bonus points towards Companion Pass. Also, before departing for this trip, we called Southwest to ensure everything was calculated correctly to receive Companion Pass. The points from spending the money on the hotels have hit my account, but they are refusing to put the additional bonus points that I paid thousands of dollars extra for into my account and they are also refusing to release them even to my husbands account. I am currently at around XXXX points towards the Companion Pass . The missing XXXX bonus points from these hotels that I paid for are what I was counting on to get me over the XXXX Companion limit for XXXX. Again, we confirmed that both these points and the way we reserved these hotels would not cause a problem in earning Companion Pass. The hotel dates were for the nights of XXXX. I really love Southwest and have always had great customer service, so this is surprising and concerning and inconsistent with all of my previous Southwest experiences. The hotels are as follows : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ( note receipt does not show points for some reason but the confirmation email and expense summary do show the missing points ) XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX, missing XXXX points I have receipts, emails, and screenshots showing that these points were supposed to be earned. 

We reached out many times to Southwest Hotels and have emails back and forth resulting in them stating that they will not release to points due to a name mismatch. Southwest Hotels is citing both their policy and Southwest Airlines policy so we are unsure who is responsible for releasing the points. We have submitted and escalated complaints with Southwest Airlines who after several weeks and submissions are stating that we need to work directly with their partner ( Southwest Hotels/XXXX ). We also spoke with Chase cardholder services who facilitate the credit card and rewards program and they stated that we need to be working through Southwest. We offered several potential solutions and compromises that would enable us to reach the ultimate goal of qualifying but all were rejected.

Companies implicated : Southwest Airlines Southwest Hotels ( affiliated XXXX XXXX XXXX XXXX XXXX XXXX  Chase Cardholder Services