Consumer complaint received 2026-05-11 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: WA

Complaint narrative:
I am filing a complaint against Chase regarding my Chase Sapphire Reserve credit card. Chases undisclosed fraud hold and customer service failure prevented me from using an advertised Sapphire Reserve XXXX credit, and Chase has refused to correct the issue. I recently opened a Chase Sapphire Reserve account. On XX/XX/year>, I booked XXXX XXXX through the Chase Sapphire Reserve XXXX XXXX and XXXX link for XX/XX/XXXX at XXXX XXXX. XXXX was a participating Sapphire Reserve XXXX XXXX XXXX, and I booked it specifically to use the XXXX to XXXX {$150.00} dining statement credit. On XX/XX/XXXX at approximately XXXX XXXX Pacific Time, I made a {$1700.00} XXXX purchase with my Sapphire Reserve card. This purchase was not random. It was made through the Chase Sapphire Reserve benefit flow using the XXXX link from the Chase portal to use another advertised CSR benefit. Chase approved the transaction. I later learned that Chase then placed my card on hold because it considered the XXXX transaction suspicious. Chase gave me no notice that the card had been placed on hold. I received no text message, email, app notification, or phone call. At approximately XXXX XXXX Pacific Time, after dinner at XXXX, I attempted to pay the {$260.00} bill with my Sapphire Reserve card several times. The card was declined each time. I immediately called Chase from the restaurant at approximately XXXX XXXX Pacific Time. The representative did not identify or tell me that the card had already been placed on hold and did not resolve the issue while I was still at the restaurant. Because the card was unusable, I had no choice but to pay with another credit card. I called Chase again at approximately XXXX XXXX Pacific Time. The representative investigated and confirmed that Chase had placed my card on hold after the XXXX transaction, confirmed that Chase had sent me no fraud alert or notice, and confirmed that the XXXX decline was caused by Chases own system action. After escalating to her supervisor, she told me Chase would provide the {$150.00} dining credit because Chases hold prevented me from completing the qualifying payment. I confirmed that solution with her before she transferred me to Customer Service for execution. After the transfer, I had to repeat the story to another representative, XXXX, who refused to provide the credit. I then spoke with a supervisor, XXXX, who also declined to resolve the issue and instructed me to submit a complaint through Chase Secure Message. I submitted the complaint through Secure Message. Chase responded that the dining credit could not be issued because the XXXX transaction did not post to the account and that Chase reserves the right to decline transactions for suspected fraud. That response does not address my complaint. I am not disputing Chases right to use fraud controls. My complaint is that Chase placed my card on hold without any notice, failed to identify that hold when I called from the restaurant during the payment issue, and then refused to remedy the benefit loss caused by Chases own undisclosed hold and customer service failure. The XXXX transaction did not post precisely because Chase silently blocked the card and failed to resolve the issue when I called. I followed the substantive benefit requirements. I booked through the Chase dining flow, dined at an eligible restaurant during the benefit period, and attempted to pay with the Sapphire Reserve card. The qualifying transaction failed only because of Chases own undisclosed account hold. Chase told me I could still use the credit at another participating restaurant before XX/XX/XXXX. That is not a fair remedy. The XXXX bill was {$260.00} before tip, and these participating restaurants are expensive. The {$150.00} credit does not make the meal free. Requiring me to make another high cost dining purchase shifts the cost of Chases failure back to me. I am requesting that Chase post a {$150.00} statement credit to my Sapphire Reserve account as a correction for this incident, review the recorded calls from approximately XXXX XXXX and XXXX XXXX Pacific Time on XX/XX/XXXX, and provide a written explanation of why no fraud alert or hold notification was sent before the card was declined at the restaurant. Attachments include my formal compliant message to Chase, the XXXX receipt, XXXX reservation confirmation, Chase Secure Message response, and supporting documentation.

Company response to consumer: Closed with explanation