Consumer complaint received 2024-04-29
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. (IL)

My husband and I have an unresolved issue with Chase concerning a points transfer of XXXX promised XXXX points. We have not received the points awarded to us as are shown on our Chase statements, and have had numerous hostile conversations with Chase customer service reps. 

We jointly opened an XXXXXXXX XXXX  chase credit card in XXXX of 2024. We received an email welcoming us to our XXXXXXXX XXXX chase account on XX/XX/year>. Per the terms and conditions we were to be awarded XXXX XXXX points after spending XXXX within the first 3 months. The credit card was successfully linked to the correct XXXX XXXX number upon enrollment. 

Our first XXXX statements ( XXXX and XXXX ) show the appropriate points were awarded and successfully transferred to the correct XXXX account number. Please see attachments XXXX, XXXX, XXXX which are screenshots of the XXXX XXXX  account and XXXX and XXXX Chase XXXX credit card statements. You can see the account balance matches the amount of points identified on the statements. 

We spent the necessary {$5000.00} on the credit card and this was reflected on our XXXX statement ( before the 3 month deadline ). The XXXX points were acknowledged on our XXXX statement ( attachment XXXX ). However, the points were never transferred to the XXXX plus account. Below is a timeline and notes from our XXXX calls to Chase to resolve this issue. To date, the issue has not been resolved. 

XX/XX/XXXX - Call was made at XXXX CT and lasted XXXX minutes. The representative confirmed we met the {$5000.00} spending requirement and the XXXX points were reflected on the statement. During that call she informed us the points were transferred to an account number : XXXX. It appeared that a Chase used XXXXXXXX XXXX XXXXXXXX There were XXXX XXXX XXXXXXXX  on the welcome email from XXXX and the rep determined that for some reason the account number was changed from the correct number used in XXXX and XXXX to a new number with the XXXX XXXX XXXX in XXXX. She escalated our issue for points transfer and instructed us to check our XXXX plus account as they should show up in XXXX to XXXX business days. 

XX/XX/XXXX - Well over the XXXX to XXXX business days the points did not appear in the XXXX account. Another call was made to Chase at XXXX. During that call the representative informed us that she could see the transfer on her side and that is was an XXXX issue. She instructed us to call XXXX. I phoned XXXX shortly. They informed us they have records of the first XXXX successful transfers but there were no indications of a transfer for the XXXX statement that included the XXXX points. They informed us Chase would need to provide proof of transfer and also informed me it's not " uncommon that Chase changes account numbers or even opens new account numbers for individuals ''. They directed me to call Chase. 

XX/XX/XXXX - I re-phoned Chase. The rep informed me they did, in fact, see that a transfer was rejected for XXXX and would inform their marketing department to complete a whole new transfer using the correct account number. They informed us that this should " fix the issue ''. 

XX/XX/XXXX - I phoned Chase at XXXX XXXX to check on the transfer. During the call the representative informed us it would take XXXX to XXXX business days before the points would be transferred. Expressing our extreme displeasure and confusion we escalated to a supervisor. The supervisor informed us that " changing the account number would take XXXX to XXXX business days but the points transfer would take XXXX to XXXX ''. He instructed us to check our XXXX starting the week of XX/XX/XXXX as that would be 10 days from our initial XX/XX/XXXX phone call. We expressed our extreme displeasure and confusion on why : XXXX ) it would take this amount of time for a points transfer when the prior XXXX took a matter of minutes and XXXX ) why the account number suddenly changed in XXXX. The rep had no answer for us and tried to tell us that the issue was a merging of accounts ( we did not merge, we do not have XXXX XXXX accounts, and this does not align with what they told us on the XX/XX/XXXX call of adding XXXX XXXX  ). 

On the morning of XX/XX/XXXX we received an email saying that an entirely new XXXX XXXX chase credit card was being issued and sent. This was extremely confusing as we did not request nor were informed on any calls of a new cc. 

XX/XX/XXXX - We called Chase at XXXX to express our confusion on why they would issue us a new credit card when that was not communicated to us during our calls and was not part of our issue. They tried to gaslight us by saying we had XXXX separate XXXX accounts that needed to be merged and therefore for security issues we would need a whole new card, and because of " security concerns '' it would take 6 to 8 weeks ( or two billing cycles ) in order to transfer the points, not the usual 10 to 15 business days. We were again transferred to a supervisor who informed us she could not explain : 1 ) why this was a security concern, 2 ) why the process would be different for this transfer than from the first two months, nor 3 ) why there was no possible way they could offer any compensation for loyal Chase customers of a decade. The representative hung up on the call. 

XX/XX/XXXX - A call was made at XXXX am. We were immediately transferred to a supervisor. I asked if I could record the phone call and she informed me I could not. The supervisor became hostile very quickly. As a " courtesy '' to us she did look within our statements to confirm the first XXXX were successfully transferred. She also confirmed that per your own memos it was mentioned that the wrong account number was used in XXXX and that it was due to adding the XXXX leading zeros. Again the Chase rep tried to gaslight us into saying this was a matter of having XXXX separate accounts that were merged. 
However, they can offer us no information on this supposed other account. 

We have been given numerous different explanations and timelines from Chase. We have been gaslighted and we have been hung up on. On the XX/XX/XXXX call we were informed that representatives are not required to check statements or transfers for us, but that it was only a " courtesy ''. When I asked if they would not be denying me that courtesy the rep went silent. Half way through the XX/XX/XXXX phone call I was informed it was being recorded. I then clearly stated I would also be recording the call. The rep did not objective and kept talking- giving her implied consent. Please let me know if CFPB can receive this recording.