Consumer complaint received 2025-10-22 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 am filing this complaint regarding the loss of XXXX Chase XXXX Rewards points ( valued at approximately {$4000.00} ) due to Chase 's failure to disclose critical account closure information during multiple customer service interactions. Despite being a loyal customer for over XXXX years and speaking with Chase representatives on XXXX separate occasions about closing my Sapphire card, I was never informed that my points would be forfeited if not transferred within XXXX  days. 

Background I have maintained a banking relationship with Chase since XXXX and have held the Chase Sapphire XXXX Credit Card since XXXX. Throughout this time, I have maintained excellent account standing and actively utilized the XXXX Rewards program. At the time of closure, I maintained XXXX Chase credit cards, including XXXX eligible for XXXX Rewards. 

XXXX of Events XXXX. XX/XX/XXXX - Initial Account Closure Call ( XXXX minutes ) - Called Chase to close my Sapphire XXXX card with the intention of applying for the Chase Sapphire Reserve - Discussed transferring my existing card balance to another Chase card, which the representative assisted with - The representative disclosed only information about paying off existing balances - No disclosure was made regarding points forfeiture or the XXXX transfer deadline - I was left with the impression that the closure was complete with no further action required XXXX. XX/XX/XXXX - Reapplication Call ( XXXX minutes ) - Spoke with a different Chase representative to clarify my situation - Explained that I had closed my previous Sapphire card to apply for the Reserve, and now wished to reopen a Sapphire XXXX - Representative approved my new application instantly - No disclosure was made regarding potential loss of my XXXX points from the closed account, despite the representative being aware of my XXXX card history XXXX. XX/XX/XXXX - Discovery of Points Loss - Logged into my Chase account and discovered all XXXX points had disappeared - No prior email, written notification, or warning was provided via email or Chase app - My XX/XX/XXXX statement still showed XXXX points available for redemption - The only account closure notification stated : " Your account is closed. If you have a balance on this account, please continue to make your payments by the due date each month. '' XXXX. XX/XX/XXXX - Attempted Resolution Call - Called Chase XXXX  cardholder line - Representative stated nothing could be done after XXXX days of account closure - Was redirected to local Chase branch XXXX. XX/XX/XXXX - Branch Visit and Escalation - Branch banker provided the same response - Opened formal complaint escalated to Chase corporate office - Received call from Chase branch escalation line with identical outcome - Was told the oversight would be " noted as an improvement '' for customer care Core Issues XXXX. Failure to Disclose Material Information During XXXX separate phone conversations totaling XXXX minutes, Chase representatives failed to disclose that : - My XXXX  Rewards points would be forfeited upon account closure - I had a XXXX window to transfer points before forfeiture - Any action was required on my part to preserve my earned rewards XXXX. Lack of Written Notification Chase provided no communication regarding points forfeiture via : - Email notification - Account closure documentation ( only mentioned balance payment requirements ) - Monthly statements ( XX/XX/XXXX statement still showed full points balance ) - XXXX  Rewards Points Portal does not indicate points forfeiture as a transaction - XXXX  Rewards FAQ does not clearly outline the forfeiture possibility even though there is a direct question of how a cardholder can lose their points, rather it links to a separate Rewards Program Agreement that requires the cardholder to read through XXXX. Contradictory Customer Experience Chase representatives were : - Quick to approve a new credit card application ( instant approval on XX/XX/XXXX ) - Aware of my long-standing card history and active XXXX  Rewards usage - Silent on information that would result in a {$4000.00} loss to me as a customer This demonstrates a pattern of prioritizing new account acquisition over protecting existing customer assets. 

Conclusion As a customer of XXXX years with consistent good standing, I expected better treatment from Chase. The loss of {$4000.00} in rewards due to Chase 's failure to provide basic disclosure during multiple customer service interactions represents an unfair and deceptive practice. This is not about terms and conditions buried in fine printthis is about Chase representatives failing to communicate critical information during direct conversations about account closure. 
I have attempted to resolve this matter directly with Chase through XXXX separate representatives, including branch escalation and corporate office channels. All attempts have been unsuccessful, with Chase declining to restore my earned rewards despite acknowledging their representatives ' failure to disclose material information. 

I am filing this complaint with the CFPB because : Chase failed to provide clear disclosure of material account terms during customer service interactions Chase failed to provide written notification before forfeiting significant customer rewards Chase 's practices appear designed to maximize point forfeiture rather than protect customer interests Chase has refused to remedy the situation despite clear service failures I am requesting CFPB intervention to ensure Chase restores my XXXX XXXX  Rewards points and implements better consumer protection practices to prevent similar losses for other customers.

Company response to consumer: Closed with explanation