Consumer complaint received 2025-10-28 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: MI

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MI XXXX XXXX XXXX XX/XX/year> Chase Card Services Attn : Executive Office Account Closure Dispute XXXX. XXXX XXXX, XXXX, DE XXXX Dispute of Account Closures and Forfeiture of XXXXXXXX XXXX Rewards Points & XXXX XXXX points Account Numbers Ending In : XXXX, XXXX, XXXX, XXXX, XXXX, XXXX Dear Chase Executive Office, I am writing to formally dispute the closure of my Six Chase credit card accounts and the immediate forfeiture of XXXX XXXX XXXX points ( valued at approximately $ XXXX in travel redemptions ) and XXXX XXXX XXXX XXXX Your closure notice cited Adding/ removing multiple users in a short period of time as the sole reason. I respectfully request immediate reinstatement of all closed accounts and full restoration of my XXXX UR & XXXX XXXX points, as your action violates the express terms of the Cardmember Agreement and XXXX XXXX  Program Rules under which I operated. 
1. Chase Explicitly Permits Adding and Removing Authorized Users Without Frequency Limits Cardmember Agreement ( Section 3 Authorized Users ) : You may add authorized users to your account You may remove an authorized user at any time by notifying us. 
Official Chase Website ( chase.com/help/authorized-users ) : Add or remove an authorized user anytime online, by phone, or secure message.

Chase Mobile App & Secure Messaging : These tools offer the same functionality with no disclaimer about permissible frequency or volume. 
At no pointin writing, online, during account opening, or in any disclosuredid Chase disclose a maximum number of authorized-user transactions or prohibit repeating the process. I relied in good faith on these express, unlimited permissions when managing my accounts. 
2. Chases Retroactive Frequency Standard Constitutes an Unfair Surprise I received no prior warning, policy notice, or opportunity to cure. 
Chase continued to approve each addition and confirm each removalcreating reasonable reliance that my conduct fully complied. 
Applying an undisclosed frequency threshold after the fact violates the covenant of good faith and fair dealing inherent in every cardmember agreement. 

3. Forfeiture of Earned Rewards Contradicts Your Own Program Rules Per the XXXX XXXX Program Rules ( Section 5 Forfeiture ) : Youll immediately lose all your points if your account is closed for misuse, fraud, or any of the following reasons : you fail to comply with other agreements you have with Chase we believe you may be unwilling or unable to pay your debts on time we believe that youve engaged in fraudulent activity related to your account or the program Adding and removing authorized users as expressly permitted can not constitute fraud, misuse, or noncompliance. 
Even if Chase subjectively labels my activity excessive, forfeiture of XXXX XXXX & XXXX XXXX legitimately earned pointswithout redemption opportunity or offsetexceeds any reasonable penalty and violates basic fairness. 

Requested Resolution Within 14 business days, please : 1. Reinstate all six closed accounts ( ending in XXXX, XXXX, XXXX, XXXX, XXXX, XXXX ) with their original credit lines and account ages intact. 
2. Restore XXXX XXXX & XXXX XXXX points to my primary XXXX account XXXX 
3. Provide a written explanation of the specific internal policy ( including section, effective date, and disclosure method ) that prohibits the authorized-user activity I conducted. 
If Chase maintains that a frequency limit exists, kindly produce the exact disclosure I received prior to account opening or during the relevant period. Absent such documentation, reinstatement and restoration are the only equitable outcomes. 
I am prepared to escalate this matter to the Consumer Financial Protection Bureau ( CFPB ), the Office of the Comptroller of the Currency ( OCC ), and the Michigan Attorney General if necessarybut I would strongly prefer to resolve this amicably with Chase, given our long and previously positive relationship.

Please respond in writing to the address above or via secure message. I may be reached at XXXX or XXXX to discuss next steps. 
Thank you for your immediate attention. 
Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation