Consumer complaint received 2023-12-27 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: MN

Complaint narrative:
XXXX XXXXXXXX I called to transfer nearly {$1100.00} in XXXX XXXX to the card that I have in my possession ending in XXXX. I had XXXX cards available, XXXX that ended in XXXX and the other XXXX. I do not have the card ending in XXXX that had {$51.00} on it. The agent told me that was not a problem, that she would transfer the {$51.00} to the card XXXX as that is the card that I have in my possession. In addition, she said that she would transfer my other rewards that I had available of {$1000.00} for a total of {$1000.00} to my card ending in XXXX. I included a picture of the email showing that the agent transferred these funds to my card ending in XXXX. When I checked on my rewards, the agent closed out my card XXXX that had all my rewards on it! She was supposed to close out the card XXXX, however that card remains open and all of my rewards are gone. I called several times to inquire about my rewards card being closed out in error. They claim that they listened to the call, which clearly they didn't. Why in the world would I want nearly {$1100.00} in rewards to be transferred to a card that I DON'T have, that makes no sense. I included a picture of my card XXXX, which should be OPEN. They claim that they can't do anything about it seen as how I closed my card. I did NOT close out that card, THEY closed it in error. I am going to XXXX XXXX and now Chase has stolen nearly {$1100.00} in rewards from me! That is unacceptable. Please help me, no one at Chase is listening to me. They continue to state that card is closed and can't do anything. This card is where my {$1000.00} in rewards is at and I need my money please. The agent closed out the wrong card and now I've lost {$1000.00} in rewards due to her error, that is not acceptable. On XXXX XXXX from XXXX rewards called me and said the same thing, sorry, you closed out this account and there is nothing we can do. I requested that XXXX listen to the call and I asked to listen to it and she said we don't release that. If anyone actually listened to the call, they would clearly hear that I only have card XXXX in my possession and that the agent closed out the wrong account. Please help me, they are not listening to a word I say and just keep saying that they can't open a closed redemption card. They made a huge mistake which they need to fix! XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX. Chase has literally stolen {$1000.00} in the rewards that I earned. It took me a long time to earn these rewards and I should not lose them just because their employee made a costly mistake. Please help me. You can see from the pictures that I had rewards available of {$1000.00} plus {$51.00} for a total of {$1000.00} that should have gone to XXXX which should be open and never closed! You can also see on my picture that they still have the card XXXX open, which that is the card I don't have and should have been closed! I included a picture of the email that shows they transferred the funds to XXXX. Clearly she closed out XXXX in error instead of XXXX!

Company response to consumer: Closed with monetary relief