Consumer complaint received 2026-02-21 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:
My complaint is regarding an unpaid {$250.00} credit I have been owed through my Chase Sapphire Reserve credit card. Here are the terms and conditions from Chase : " A statement credit of up to {$250.00} will be automatically applied to your account for qualifying purchases with XXXX XXXX XXXXy Chase XXXX, for a total maximum accumulation of {$500.00} in statement credits each calendar year. Calendar year means XX/XX/XXXX through XX/XX/XXXX of that same year. Qualifying purchases are when you or an authorized user of the account use the card for pre-paid Pay Now stays of 2 nights or more. Statement credit periods end at XXXX XXXX  ET on the last day of the period. Please note that processing delays can cause purchases made during one statement credit period to be allocated to the next period. Call the number on the back of your card to find out eligibility for your next {$500.00} Credit for stays with XXXX XXXX  The {$500.00} Credit for stays with XXXX XXXX must be available at the time qualifying purchases are made to be applied to your account. Statement credits should post to your account within 3 business days but may take up to 4 weeks '' I met the two required conditions ( 1. Booking a hotel through XXXX XXXX XXXX by Chase XXXX '' and 2. Using the credit card for " Pay Now '' stays for a minimum of 2 nights ). The charges for the booking were made on XX/XX/XXXX, for the amount of {$270.00}. To this day, I have not received the {$250.00} in statement credit. 


I made two phone calls to the Chase Sapphire Reserve customer service line and was told it would take six to eight weeks to process. 


I waited until XX/XX/XXXX. On that day, I sent the following message through the secured messaging system within my Chase online account : " Hello, on XX/XX/XXXX, I booked a hotel for a two-night stay through XXXX XXXX I still have not received the {$250.00} reimbursement from booking the hotel stay through XXXX XXXX  May I have a status update regarding my expected {$250.00} reimbursement? I have called twice for a status update and was told the reimbursement would occur within six to eight weeks. Today is beyond the six to eight weeks I was told. Thank you! '' On XXXXXX/XX/XXXX, I received the following response : " Hello XXXX, Thank you for contacting us regarding your The New Chase Sapphire Reserve Credit Card account. 


We understand the significance of your message regarding your account ; we are here to assist. 


XXXX, we are currently processing requests in the order that they were received. We apologize that your expected {$250.00} reimbursement has not been applied to your account as of yet. We are working as quickly as possible to apply the credits to our customers accounts. Please note that we don't have an estimated time of completion at this time. However, we will notify you once your request has been process, We appreciate your patience. 


We appreciate you being a Chase customer. 


Thank you, XXXX Account Specialist Chase Email Servicing XXXXXXXX XXXX : XXXX '' Their reply did not provide a true answer, so on XX/XX/XXXX, I replied with the following message : " Hello, My question was not answered. The question is : May I have a status update regarding my expected {$250.00} reimbursement? 

I want a status update. Is it being processed? Is it still standing by idly? Is Chase aware my hotel booking through XXXX XXXX was even made? 

Thank you. '' I then received the following response on XX/XX/XXXX : " Hello XXXX, Thank you for contacting us about your Chase Sapphire Reserve Card. 

We are glad to assist you. However, XXXX, while we want to help you and make sure that your concern is immediately taken care of, certain inquiries must be handled by specialized teams. This helps us provide you with customized solutions and better service. 

I forwarded your message to the appropriate department. You should receive a response within five business days. 

For immediate assistance, please call us at the number on the back of your card. We accept operator relay calls. 

We value our relationship with you and thank you for choosing Chase. 

Thank you, Shy Chase Email Servicing XXXXXXXX XXXX XXXX XXXX '' I did not receive a response and was NOT contacted by any personnel from Chase, which directly contradicted the statements made by XXXX XXXX  '' from Chase Email Servicing on XX/XX/XXXX. 

On XX/XX/XXXX, I had a 38-minute phone conversation ( which initially was with an entry-level specialist and ultimately transferred to the supervision level ). I wound end speaking with " XXXX '' who identified herself as a supervisor. My Chase customer service case number was : # XXXX, per XXXX 's statements within this phone call. She told me the complaint had been " escalated '' and I would be contacted " anytime next week ''. That was another false statement. 

Which led me to call the customer support line again on XX/XX/XXXX. The person I spoke with stated my complaint was again " escalated '' and would be contacted " soon ''. At this point, I have become unsure of Chase 's definition/interpretation of " escalated '' and " soon ''. 

Today, on XX/XX/XXXX, I called the customer support line once more for an update. There was no update. I was then given the opportunity to provide the " best '' phone number where I could be contacted. At the end of the conversation, I was told to allow five to ten business days for further contact/progress regarding my complaint. 

This has been a truly disappointing service for a credit card which charged me {$760.00} for an annual fee.

Company response to consumer: Closed with explanation