Consumer complaint received 2025-03-26 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: CA

Complaint narrative:
I would like to file a complaint regarding Chase XXXX XXXX system failing to uphold its agreement. Earlier this year, Chases XXXX XXXX points had an offer of 20 % bonus on transfers to XXXX XXXXXXXX XXXX XXXXXXXX ( XXXX  ) ( Link : XXXX  ). The deadline for the offer was XX/XX/year>. 


We wanted to take advantage of this offer and was let down by Chase who did not honor the 20 % bonus despite us making the transfers before the deadline. We wanted to use the points to redeem XXXX XXXX business tickets from XXXX to XXXX with XXXX Airlines through XXXX portal, costing XXXX XXXX miles each ( total XXXX ). This means it would take XXXX Chase point for each ticket. We transferred a total of XXXX Chase points to XXXX XXXX ( via XXXX different transfers ) and only XXXX points came over, resulting us getting only XXXX bonus XXXX miles. The transfers being rejected illegitimately resulted in us having to use more points for less tickets. 

If the transfers went through, we would get an additional XXXX XXXX miles, which is worth about {$1200.00} ( if we consider XXXX Chase point = XXXX cent ). Instead, because it failed, we had to re-transfer and we received no additional XXXX miles. 

We then were only able to purchase XXXX XXXX tickets ( XXXX points ) because without the bonus, we did not have enough points for more XXXX tickets ( XXXX points ). Without being able to purchase the remaining XXXX business tickets using points, we would have to buy them with cash, which would result in roughly {$6000.00}. 

Here 's what happened : - XX/XX/year> at XXXX PM, we transferred XXXX points from Chase to XXXX  as a test since we have never done it before and received a confirmation email of the transfer. 
o We received another email on XX/XX/year> at XXXXXXXX XXXX ( same time ) that confirmed the transfer was complete. We checked the balance in XXXX XXXX account and it said XXXX miles, meaning we got the XXXX bonus points. 
- Then we made XXXX more transfers totaling XXXX points on XX/XX/year> and received confirmation emails immediately for each transfer XXXX XXXXXX/XX/year> at XXXX XXXX, we transferred XXXX points XXXX XX/XX/year> at XXXXXXXX XXXX, we transferred XXXX points XXXX XX/XX/year> at XXXXXXXX XXXX, we transferred XXXX points - On XX/XX/XXXX, we received XXXX emails saying there was a problem with the transfer requests and the points were added back to our balance. 
- Starting in XX/XX/XXXX, we called XXXX multiple times trying to speaker to someone and see what happened, because our first transfer of XXXX points had gone through immediately without an issue. We thought because the later transfers involved a lot of points, it would be slower, but we never expected it to be cancelled completely. When we spoke to Chase back in late XXXX, there was a rep that told us our transfers were flagged for fraud and thats why they got cancelled. This confuses us because if thats the case, shouldnt Chase reach out to us to confirm before cancelling? When we said wed like to file a complaint and get compensated for our losses, they said theyd file a case and a team in charge will get back to us. 
- XX/XX/XXXX, we finally got something back from Chase and it was a physical letter in the mail summarizing what happened, an apology, and a rep on the phone telling us because we transferred on the deadline, the transfers did not make on time for the bonus and thats why they failed ( which makes no sense at all ) - XX/XX/XXXX, we called Chase again and demanded a more legitimate reason as well as compensation. They, again, said they would file it to a team and put us on the waiting game again. 
- Today is XX/XX/XXXX. We feel that our repeated complaints to Chase have not yielded the warranted result or attention. So we are looking to the CFPB to help us. 

In conclusion, Chase not honoring the transfer bonus and cancelling them without contacting us resulted in a loss of XXXX business class tickets, costing about {$6000.00} in cash and XXXX in points. For the XXXX tickets that were able to purchase at a XXXX transfer ratio, it should have only costed us XXXX Chase points instead of XXXX, so that is another additional XXXX points lost.

Company response to consumer: Closed with explanation