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: TX

Complaint narrative:
Stopping the form driving. Here 's everything you need to paste into the three fields on XXXX XXXX, plus the attachment list : XXXX XXXX XXXX XXXX What happened? '' paste this in the big text box : On XX/XX/year> at XXXXXXXX XXXX XXXX, I filed a formal complaint with the XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX ( XXXX Case XXXX, Complaint Number XXXX ) naming both Chase XXXX ( ticket agent ) and XXXX XXXX ( operating XXXX ) for failure to process a refund within the XXXX XXXXXXXX deadline. This CFPB complaint addresses Chase Bank 's specific conduct as a financial institution in connection with the same matter. I redeemed XXXX Chase Ultimate Rewards points ( cash-equivalent XXXX XXXX ) through Chase XXXX for XXXX XXXX XXXX XXXX XXXX booking ( Booking Reference XXXX ; Chase XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX numbers XXXX ; XXXX passengers ) on my Chase Sapphire Reserve Business credit card. XXXX XXXX cancelled the XXXX route XXXX XX/XX/year>. On XX/XX/year> XXXX issued a written refund waiver ( Waiver Code XXXX ) addressed to Chase XXXX XXXX instructing Chase XXXX XXXX XXXX the refund via BSP because XXXX " is therefore unable to process the refund directly '' for agent-booked tickets. As of XX/XX/year> -- the XXXX. DOT 20-calendar-day refund deadline XXXX Chase XXXX has not redeposited my points and Chase has provided no XXXX resolution. CHASE-SIDE CONDUCT THE CFPB SHOULD REVIEW : MULTIPLE WRITTEN AND PHONE CHANNELS FAILED. I have called Chase XXXX multiple times ( each call approximately one hour ) at XXXX since XX/XX/XXXX. On every call I provided every BSP data field from XXXXXXXX XXXX waiver email. No refund was processed. On XX/XX/XXXX I was escalated to supervisor " XXXX '' ( XXXX XXXX XXXX XXXX ) who gave two contradictory explanations on the same call and later left only a voicemail asking me to call again, declining to reply in writing. CHASE BANK ACKNOWLEDGED THE DEADLINE IN WRITING BUT DECLINED TO ACT. On XX/XX/XXXX at XXXXXXXX XXXX I received a written response from Chase Card Services ( " XXXX '' ) through the chaseXXXX Secure Message Center stating verbatim : " we also understand the expected timeline and that Chase has until XX/XX/year> to resolve the matter or provide a written response. '' In the same message Chase stated : " we are unable to assist you with your inquiry by email '' and redirected me to a Chase XXXX " My Trips chat function. '' That chat function does not exist on the Chase XXXX customer-facing trip page ( which offers only static FAQ links and two phone numbers ). I confirmed this with screenshots on XX/XX/XXXX. CHASE XXXXXXXX XXXX TOP ESCALATION ADMITTED THE CORE FACTS BUT REFUSED TO PUT THEM IN WRITING. On XX/XX/XXXX at XXXX XXXX I called the alternate Chase XXXX number Chase had provided ( XXXX ) and reached escalation supervisor " XXXXXXXX XXXX XXXX ( last name and employee ID not provided despite request ). XXXX verbally confirmed : ( a ) Chase XXXX does not hold the funds for this ticket -- XXXX holds the funds ; ( b ) Chase XXXX has the operational capability to redeposit the XXXX Ultimate Rewards points once XXXXXXXX XXXX XXXXXXXX authorization is received ; ( c ) Chase XXXX will not act on the customer 's forwarded copy of XXXX XXXX waiver XXXX the authorization must come directly from the airline ; ( d ) Chase XXXX does not provide a customer-facing escalation email ; ( e ) he was the top escalation level at Chase XXXX with no one higher ; ( f ) he was " not familiar with XXXX booking systems and how they work. '' XXXX declined to put any of these statements in writing despite explicit request. CHASE XXXX ITSELF CONTRADICTED XXXX IN WRITING. On XX/XX/XXXX at XXXXXXXX XXXX I received an automated XXXX XXXX acknowledgment ( Case XXXX ) of a submission written in third person and all caps, sent by Chase XXXX on my behalf, that states verbatim : " WHILE WE WERE IN THE PROCESS TO PROCESS THE REFUND. THE TICKET SHOWED THAT THE AIRLINES TOOK CONTROL OF THE TICKET. SO, WE ASK FOR YOU TO HONOR THE REFUND DUE TO MAJOR SCHEDULE CHANGE AND PROCESS THE REFUND. '' This Chase XXXX submission asks XXXX to process the refund directly -- directly contradicting XXXX XXXX XXXXXX/XX/XXXX written instruction that XXXX can not process directly. CHASE 'S RESPONSE SLA STRUCTURALLY EXTENDS PAST THE DEADLINE. On XX/XX/XXXX at XXXXXXXX XXXX Chase Card Services sent an automated acknowledgment of my reply stating : " We will respond to your message within one to two business days. '' From a XXXX, " one to two business days '' lands on or after Wednesday XX/XX/XXXX ( the XXXX deadline day itself ). Chase 's stated response window therefore structurally extends to or past the regulatory deadline. THE PROCEDURAL XXXX. Chase XXXX requires direct-from-airline communication but does not tell the customer or the airline the email address to use, while customer-forwarded copies do not satisfy the requirement. Chase Bank 's main Secure Message Center deflects " Rewards Inquiry '' and " Dispute a transaction '' topics to static informational pages with no message form. The only Chase-side written channel that accepted a free-text dispute was " Account inquiry '' XXXX and Chase Card Services responded to it by declining to assist via email.

Company response to consumer: Closed with non-monetary relief