Consumer complaint received 2026-05-20 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: NY

Complaint narrative:
Company JPMorgan Chase Bank N.A. / Chase / Chase XXXX XXXX / Chase Sapphire Reserve Complaint title Credit card rewards redemption failure and misleading transfer status Complaint text I am filing a complaint regarding Chase failure to deliver or return XXXX XXXX XXXX points after a partner transfer to XXXX XXXX XXXX. On XX/XX/XXXX at approximately XXXX XXXX I initiated a transfer of XXXX Chase XXXX XXXX points to XXXX XXXX XXXX for a time sensitive award travel redemption. Chase removed the points from my XXXX XXXX account. We are now entering the fourth calendar day and the points have not posted to XXXX. XXXX has provided written confirmation that it has not received anything from Chase for this transfer and that there is no Aeroplan side action pending. XXXX states the transfer process is automatic on its side. A Chase representative told me by phone that Chase had already sent the points to XXXX, that Chase had nothing more to do, and that Chase was only waiting on XXXX. That statement is directly contradicted by XXXX written confirmation. If Chase can not prove actual partner transmission, the statement was materially false or misleading and caused me to waste critical time pursuing XXXX while Chase or its processor had not completed the transfer. I have contacted Chase customer service at least 25 times. Representatives involved include XXXX XXXX, XXXX, XXXX XXXX, and XXXX XXXX. XXXX refused to provide her last name. This case has been escalated to the Executive Office multiple times. I still have no points in XXXX, no returned Ultimate Rewards points, no trace ID, no batch ID, no transmission ID, and no partner reconciliation record. I am a seven year Chase customer and pay XXXX dollars per year for Chase Sapphire Reserve. Chase markets XXXX XXXX points as valuable transferable travel rewards. In practice, Chase removed XXXX points but did not deliver the corresponding XXXX benefit. CFPB Circular XXXX XXXX directly addresses this fact pattern. The CFPB states that rewards operators and service providers may violate UDAAP prohibitions where rewards points are deducted without consumers receiving the corresponding benefit of the rewards, including due to technical failures when redeeming rewards points on merchant partners systems. The CFPB also states covered persons may be liable even where conduct is attributable to a third party or service provider. This is exactly what occurred. Chase deducted XXXX points. XXXX says it received nothing. Chase redirected me to XXXX. XXXX says the issue is not on its side. Chase refuses to provide proof of transmission, a trace ID, batch ID, transmission ID, partner reconciliation record, or return of points. This is not a routine delay. A seven business day transfer policy can exceed the lifespan of award inventory itself. Award space is perishable. If points arrive after the award inventory disappears, the customer loses the intended flight and the transferred points because the transfer is one way. This causes direct monetary loss that may reach thousands of dollars. Requested resolution 1. Require Chase to immediately complete, transmit, trace, and reconcile the XXXX point transfer to XXXX XXXX XXXX 2. Or require Chase to immediately return the XXXX points to my XXXX XXXX account 3. Require Chase to provide release timestamp, transfer reference number, batch ID, transmission ID, partner trace ID, processor reference, recipient Aeroplan account number, and any partner response 4. Require Chase to provide the call recording, transcript, operator ID, call notes, and internal status visible when the representative stated Chase had sent the points 5. Require Chase to preserve all call recordings, call notes, transfer logs, batch records, processor records, review records, partner transmission records, partner response records, audit trails, timestamps, and Executive Office records 6. Require Chase to compensate me for any monetary loss if this delay causes loss of available award travel

Company response to consumer: Closed with explanation