Consumer complaint received 2026-05-19 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: JPMORGAN CHASE & CO.
State: IL

Complaint narrative:
I have had a Chase XXXX XXXX XXXX credit card for over one year. From the beginning, my Chase credit card has failed to sync with my XXXX XXXX loyalty account ( XXXX XXXXXXXX ). As a result, I have been unable to earn or redeem any rewards for over 12 consecutive months. This is a breach of Chase 's Cardmember Agreement. The agreement states that I will earn points on qualifying purchases and that those points will be automatically credited to my linked XXXX XXXX account. Chase has failed to honor this contractual obligation for more than one year. -- - What Chase Knows And Has Admitted On XX/XX/XXXX, XXXX sent me a formal notice stating that my accounts were not linked because the name on my Chase credit card did not exactly match the name on my XXXX account. XXXX provided clear instructions to resolve the issue. I followed those instructions. I submitted my driver 's license ( front and back ) and completed all required documentation. Since then, Chase has sent me multiple notices saying " We corrected your membership number '' ( XXXX through XX/XX/XXXX ) and " Here 's how to change the name on your credit card account '' yet no correction has actually occurred. -- - XXXX Has Confirmed in Writing That Chase Is the Problem On XX/XX/XXXX, XXXX explicitly confirmed in writing that : My name ( " XXXX XXXX XXXX XXXX '' with spaces ) is correctly recorded in XXXX 's system. My loyalty number ( XXXX XXXXXXXX ) is active and valid. My Chase credit card is correctly linked in XXXX 's system. Chase 's claim that my loyalty number " does not exist '' is false. XXXX resolved their side of this issue in five days. As a goodwill gesture for the inconvenience caused by Chase 's failure, XXXX deposited XXXX points into my account. Chase has had over 365 days and has produced nothing. -- - Chase 's Bad Faith Conduct Chase has acted in bad faith by : 1. Refusing written communication : Chase insists on handling everything via phone calls specifically to avoid creating a paper trail. I have explicitly requested written updates multiple times. Chase has ignored that request. 2. Making false representations : Chase sent me letters stating my account was synced. It was not. Those were material misrepresentations. 3. Unreasonable delay : XXXX solved their side in five days. Chase has done nothing for over a year. 4. Violating federal consumer protection law : Under 12 U.S.C. 5536 ( a ) ( 1 ) ( B ), it is unlawful for a covered person to engage in an " unfair, deceptive, or abusive act or practice. '' Chase 's conduct qualifies on all three counts. -- - What I Have Done to Resolve This Contacted Chase customer service numerous times ( over 10+ calls ). Contacted XXXX customer service ( who proved Chase wrong in writing ). Visited a Chase branch in person. Completed and submitted formal name correction documentation, including my driver 's license. Emailed Chase 's Executive Office 10+ times with no substantive written response. Spoken with multiple Chase representatives ( XXXX, XXXX, XXXX, XXXX XXXX ) none of whom resolved the issue. Received a response from XXXX on XX/XX/XXXX stating only that she is " still researching '' with no timeline or explanation. -- - My Formal Demand to Chase ( Which They Have Ignored ) I have demanded in writing that Chase provide : 1. XXXX XXXX XXXX points ( value approximately {$1000.00} for hotel redemptions ) OR a {$1000.00} statement credit. 2. Retroactive points for all spending over the past 12+ months. 3. Written confirmation that the sync issue is permanently resolved. 4. Written confirmation that I will receive all future rewards without interruption. Chase has not responded to this demand in writing. -- - What I Am Requesting From the CFPB I request th at the CFPB compel Chase to : 1. Immediately fix the synchronization issue so my Chase credit card properly links to my XXXX XXXX loyalty account XXXX XXXX XXXXXXXX ). 2. XXXX XXXX XXXX XXXX points ( or a {$1000.00} statement credit ) into my account as compensation for over one year of lost rewards, time wasted, and bad faith conduct. 3. Provide me with a written explanation of why this issue occurred and written confirmation that it will not happen again. 4. Retroactively credit all rewards I should have earned over the past 12+ months. -- - Summary Marriott has confirmed in writing that Chase is solely responsible for this failure. Chase has violated its own Cardmember Agreement, made false representations to me, and engaged in unfair and deceptive practices by refusing written communication and delaying resolution for over a year. I have done everything a reasonable consumer should do. Chase has done nothing but stall. I am filing this complaint because Chase has left me no other option.

Company response to consumer: Closed with explanation