Consumer complaint received 2026-04-21 00:00:00
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.
State: DC

Complaint narrative:
On XX/XX/XXXX, I used my Chase Sapphire Reserve credit card rewards to redeem an XXXX XXXX XXXX Pro XXXX Silver through XXXX XXXX at Chase , using XXXX Ultimate Rewards points plus {$160.00} in cash. The attached file XXXX shows the order details, including the points and cash amounts and the onscreen message Were working hard to get your order shipped. Please check back later for your tracking number, which led me to believe the order had not yet shipped and that they were simply backed up with orders. In XX/XX/XXXX, when I still had not received the phone and I specifically wanted the XXXX before XXXX because I was traveling home for the holidays and planned to use this new phone and give my old one to my cousin as a gift, I called XXXX XXXX at Chase phone number and heard a voicemail message instructing that, for XXXX products, I needed to wait 1520 business days before contacting them. I followed that instruction in good faith, hung up, and waited longer. I sadly told my cousin the gift would have to wait until after XXXX. In XXXX, after the holidays, I checked the website again and it still said they were working on the order, so I waited a few more days and then called again and spoke with a live agent on XX/XX/XXXX, because by that point I believed I had given more than enough time for the order to ship and thought there might just be a backlog or that I needed more information. During that call, I was told the phone had shipped in XXXX ; I explained that I had checked the package dropoff area in my building constantly ( because I had also made other holiday gift orders ) and had never seen any package, and when I checked again that day there was still nothing in the package dropoff area. I then called back again to report this, and they marked the item as lost. Later, XXXX XXXX at Chase informed me that XXXX denied my lostitem claim as being outside their required 30day timeframe and that they consider my first contact to report the issue to be XX/XX/XXXX. The attached file XXXX contains an email from a XXXX at Chase representative stating that the XXXX shows as shipped and delivered on XX/XX/XXXX, providing a XXXX tracking number, and explaining that XXXX denied my claim because it was not reported within their timeframe. It was only on XX/XX/XXXX, as shown in the attachment, and only after I insisted and pushed again, that I received this email with the tracking number ; up until that point I had not received any tracking information at all. I never received the XXXX. It does not make sense for them to say that it was delivered when I had no tracking number until XX/XX/XXXX and the website still showed that they were working on the order. During these interactions, XXXX XXXX at Chase also told me that they are only a rewards portal as part of Chase and that, because I made the purchase with my Chase Sapphire Reserve card using my Chase points, I needed to contact Chase directly for resolution. I contacted the credit card issuer ( Chase ) and XXXX XXXX at Chase multiple times starting in XX/XX/XXXX to ask for help and for my points to be restored. In XX/XX/XXXX, the issuer processed a refund of the {$160.00} cash portion of the redemption and a small negative adjustment of points earned on that cash purchase, but the XXXX points used for the redemption were not restored, even though I never received the product. The attached file XXXX shows the transaction entry for the {$160.00} return and the XXXX points adjustment. Eventually, my issue was escalated. On XX/XX/XXXX, I received a letter from the credit card issuer about my inquiry regarding a rewards refund. The letter directs me to contact XXXX XXXX at Chase at their phone number for assistance with the points refund for the XXXX purchase, which shows that the issuer is sending me back to the merchant rather than resolving the rewards issue. The attached file XXXX contains this letter. I called again on XX/XX/XXXX, and I am also attaching a screenshot of my XX/XX/XXXX phone call to the credit card issuer ( file XXXX ), which shows an outbound call to their XXXX number lasting approximately XXXX XXXX and XXXX XXXX, as further evidence of the time and effort I have spent trying to resolve this issue. On XX/XX/XXXX, I kept getting transferred back and forth between XXXX XXXX at Chase and Chase with no resolution. That day, I also spoke with XXXX, a supervisor at XXXX XXXX at Chase, who told me that the resolution must come from the credit card issuer and that I am not the only person experiencing this problem and that sadly this happens often and others are going or have gone through what I am going through with no resolution. This was very upsetting because this process has been extremely draining for me, and I can not imagine what it is like for other people who never receive their tracking number or product and still get no resolution ; it also shows a deeper issue in how this program is working. I spoke with Chases Dispute Department, who reassured me that Chase was the one who had to solve this issue, not XXXX XXXX at Chase, and then I was transferred to a supervisor at Chase customer service for the refund of points, but they told me again that I should speak with XXXX XXXX at Chase and transferred me back. As a result, I currently have neither the XXXX nor the XXXX points I used to redeem it. The combination of the website message suggesting my order had not yet shipped, the voicemail instruction to wait 1520 business days before contacting them about XXXX products, the holidays in XXXX, and the later application of a strict 30day limit has left me without the product or the points, despite following the programs instructions in good faith. I have spent many hours since XX/XX/XXXX trying to resolve this and experienced significant distress. I am requesting that my XXXX Chase Rewards points be restored and that I receive appropriate compensation for the time and effort this has cost me. I also strongly request that the company be required to fix these confusing and harmful communications ( website status messages, voicemail instructions, and timing rules ) so that other consumers are not misled and harmed in the same way.

Company response to consumer: Closed with non-monetary relief