Consumer complaint received 2021-04-05
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: JPMORGAN CHASE & CO. (CA)

Complaint:
Summary I am writing to file a complaint against JPMorgan Chase Credit Card ( XXXX XXXX XXXX XXXX, DE XXXX ) for loss of assets ( credit card mileage ) that is caused by the negligence of their customer service associate. I am also writing to file a complaint regarding the customer experience when I try to get my asset back and how it caused loss of income and punitive damages. As a resolution, Im seeking getting my asset back and reasonable compensation for the punitive damage that is caused by their negligence along with their apology in a written form. 

Detail XXXX XXXX on XX/XX/2021 I called XXXX to cancel Chase Sapphire Preferred credit card. An associate helped me to close an account. At the time of closing, I asked the associate about the rewards points earned from the card to be closed. I have over 180,000 Ultimate Rewards points from two credit cards combined. She said it's okay to leave as is because the other credit account is active, so I did. However, when I logged in to check account activity on XX/XX/XXXX, I could only verify 6,451 rewards points. I called the same number to verify and was informed rewards points had to be transferred within 30 days after account close. I explained what I was informed about at the account close and asked an associate to escalate the matter to the company. The associate told me to call back within 10 days to find out the company decision. When I called back, they informed me that the appeal has been denied and there is nothing they can do. I didnt agree with the decision since this was caused by negligence and lack of training of the associate and they are liable for the loss of the client 's asset. I asked to escalate the matter one more time. During the process, I got hung up on multiple times and went through a very humiliating and painful process getting run-around from various associates explaining the same matter multiple times. Eventually they sent me a letter informing me of the same decision. 

At this point, this is beyond just mileage, since I was forced to deal with this painful issue over such a long period of time and the amount of loss of income and resources far exceeds the initial financial damage they have caused. However, as a consumer of the financial service product, I have the right to protect my assets and keep them from being taken away without a proper cause. Even though Chase is the big bank, and Im just an individual consumer, I would like to see this through and get a reasonable outcome that is socially acceptable. Customer service is one of the biggest key performance indicators in the financial industry, this whole experience made me feel that level of incompetence in the credit card service is indicative of the service quality of other financial products from Chase such as loans and investment products. 

Another very interesting and disturbing thing about their customer service is how I am being forced to be recorded and they are prohibiting me from recording the same conversation. When I asked them about recording the phone conversation for my future reference, they said the customer is not allowed to do that. Then I replied saying that I dont agree with being recorded either, and they asked me to hang up and go to physical branches. I asked them to give me particular clauses of the customer agreement contract mentioning the part and none of them were able to provide me with specific reference. This certainly made me feel how unfair and unreliable their customer service operation is since it could be my word against theirs without specific evidence and I wont be able to provide any credible and objective reference when I bring this issue with other government regulatory agencies. 

I would like to empower other consumers of the financial products by sharing my experience and hopefully this can be a reference point when they make decision on financial product on individual or corporate level.

Company response to consumer: Closed with explanation