Consumer complaint received 2025-09-23 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: NY

Complaint narrative:
My Chase Aeroplan bill is due on XX/XX/XXXX. I have been trying for XXXX weeks to pay the full balance using points through the XXXX XXXX XXXX feature, but technical errors and conflicting information from Chase have prevented this. I am at risk of incurring interest charges and late fees through no fault of my own. I respectfully request expedited review and resolution of this complaint. 

I have a Chase Aeroplan credit card. I am trying to pay my outstanding bill of approximately {$1700.00}, which is made up of about XXXX separate purchases coded as travel, by using the XXXX XXXX XXXX feature. My bill is due on XX/XX/XXXX, and for XXXX weeks I have been attempting to resolve an error that prevents me from redeeming my points. I have tried multiple times on my own to pay myself back using this function, and I get an error message about a problem with my membership every time I attempt. 

When I try to use XXXX XXXX XXXX in the Chase app, I receive an error message that blocks me from redeeming my points. Often, when I log into the Chase app, my points have disappeared altogether, showing XXXX XXXX XXXX XXXX instead of my total points, which is about XXXX. Other times, the points appear with no problem. This inconsistency adds further stress because it makes me worry that my points may be gone. 

Over the past XXXX weeks, I have spoken with approximately XXXX different Chase and XXXX employees, including multiple supervisors. I have received inconsistent and conflicting information throughout these calls. 
Examples include : -Being told Chase could redeem the points for me by phone, which proved to be untrue. 
-Being told a case had been opened, but when I called back, no case existed. 
-Being referred to the fraud department to lift a freeze, then told my account was cleared, but the error persisted. 
-Initially being denied a case or reference number and told instead to rely on the first name and last initial of a supervisor ( XXXX XXXX ), along with the date and time of the call. ( A mind-blowingly strange solution! ) Only after pressing further was I given a case number. 
-Learning later that the case I had finally been given was closed the VERY NEXT DAY without explanation and without even notifying me. 
-Being told by a supervisor named XXXX that someone named XXXX was handling my issue, but she could not provide XXXX full name, employee ID, department, or contact information. 

Despite repeated requests, I have not been provided with written documentation or direct email contact. Each time I call, Chase either has no record of prior conversations or gives me different answers. 

Since my bill is due imminently, I asked if the due date could be extended given that the issue is on Chases side and not mine. I was told no. A supervisor suggested that I might later request reimbursement of any interest charges, but no one has guaranteed this. 

I have spent hours over the course of XXXX weeks trying to resolve this issue and pay my bill using the points I earned, but Chases systems and lack of support have made this impossible. Unless resolved, I will be unfairly charged interest due to Chases error, despite making every good faith effort to pay my bill on time through the redemption method offered by Chase. 

I am scrambling to see if I can allocate money I had planned to use to pay other bills. If I can free up other funds, I might use them instead of my points, which I do not want to do. This situation is very stressful and time consuming.

Company response to consumer: Closed with monetary relief