Consumer complaint received 2025-04-30 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: JPMORGAN CHASE & CO.
State: OH

Complaint narrative:
To Whom It May Concern, I am writing to formally request assistance regarding an unresolved matter involving my account with Chase Bank. 
Earlier this month, my Chase online banking account was compromised by fraud. Unauthorized transactions occurred, including the theft and unauthorized redemption of my Chase credit card reward points. Upon investigation, Chase restored the stolen funds from my checking account but has refused to reinstate the stolen credit card reward points. 
These points were earned through legitimate use of my account and represent a contractual benefit. Their unauthorized use was part of the same fraudulent activity that affected my bank funds. Given that Chase acknowledged the breach and returned the stolen money, it is both reasonable and fair to expect that the reward points, equally part of my account value, should be restored as well. 
The total of XXXX points represents approximately {$1300.00} in base redemption value, based on Chases standard XXXX point = {$0.00} cash equivalent rate. These points were earned through tens of thousands of dollars in legitimate spending. The XXXX points were split across two Chase credit cards, approximately XXXX on one and XXXX on the other, representing years of legitimate use. If redeemed through Chases travel portal or transferred to partners, they could be worth {$1800.00} or more. This is not a negligible loss. The refusal to return them after a confirmed account breach leaves me without full restitution. 
The stolen points were fraudulently redeemed in the form of 16 XXXX gift cards sent to my email address without my authorization. I did not request, redeem, or benefit from these gift cards. They were automatically filtered to my spam folder and remain untouched. I do not own any XXXX products, nor have I ever used XXXX gift cards. It is obvious, without a shadow of a doubt, that this redemption was part of the same fraudulent activity that affected the rest of my account. I have retained the emails as evidence and can provide them upon request. 
I reported the fraudulent activity promptly, cooperated fully with Chases investigation, and followed all instructions provided. Despite these efforts, Chase has declined to fully resolve the matter, leaving me with a partial recovery that does not correct the harm done through no fault of my own. 
At this point, I am seeking external assistance, having exhausted internal channels. I respectfully request your help in advocating for the complete restoration of what was taken during the breach. 
I am submitting this request to the following offices : Chase Executive Customer Relations Ohio Attorney General XXXX XXXX Consumer Protection Section Office of my State Representative XXXX XXXX Offices of XXXX XXXX XXXX and XXXX XXXX XXXX Consumer Financial Protection Bureau ( CFPB ) Office of the Comptroller of the Currency ( OCC ) XXXX XXXX XXXX XXXX XXXX XXXX I am happy to provide further documentation, including case numbers, correspondence with Chase, and evidence of unauthorized activity, upon request. 
Thank you for your time, attention, and assistance in helping resolve this matter fairly. Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation