Consumer complaint received 2024-11-25 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:
We signed up for a British Airways Visa credit card from Chase under a promotion wherein we were promised XXXX XXXX points for signing up ( technically after spending {$5000.00} in first 3 months ) and a companion ticket after spending {$30000.00} within a year. The card was approved XXXX XXXX XXXX As soon as it was received, we began using it for every purchase we could in order to help defray the costs of a planned meeting in XXXX that coming XXXX ( to enable bringing my wife and daughter on a trip to a medical conference there ). By XXXXXXXX XXXX we had spent > {$30000.00} on the card and were ready to utilize the XXXX points ( intended to cover the cost of one adult ticket to XXXX ) and the companion ticket. 

IN BRIEF WE HAVE NOT BEEN ABLE TO ACCESS THESE POINTS WHATSOEVER DESPITE MEETING ALL ADVERTISED CRITERIA AND DESPITE MANY MANY EFFORTS AS DETAILED BELOW. 

XX/XX/scrub>XXXX XXXX XXXX : I called British Airways to access the account and they could not find me anywhere. They instructed me to create an Executive Club account and directed me to call Chase, the credit card company. I called Chase and they were not able to help. They could not figure out how to link the account nor could they provide any information regarding how I might access the XXXX points ( the name of the rewards ). They gave me another Chase number to call XXXX. I called that number the same day, and after being on hold for XXXX minutes ( no exaggerationI documented all of this in real time ), they also could not provide any information as to how to access the points. 
XX/XX/scrub>XXXX XXXX XXXX XXXX  I called Chase again and asked to speak to a supervisor. I was told that they could not help and that British Airways would have to be the ones to administer the points. They provided a number then, a unique code, that they said would help link the accounts. 
XX/XX/scrub>XXXX XXXX XXXX XXXX I called British Airways back and shared the code provided to me by Chase. British Airways did not recognize that code. I again explained the situation and they again said they did not see any XXXX points for me and directed me back to Chase. They stated, Only chase has the option to see what is merged with the card. 
XX/XX/year> : Called Chase back, again asked to speak to a supervisor. No help. 
XX/XX/scrub>XXXX XXXX XXXX XXXX I call British Airways again- I ask if we can get on the phone at the same time with Chase. I was told they would let me know in 3-4 business days ( note this call was 45 minutes with hold times, etc ). 
XX/XX/scrub>XXXX XXXX XXXX  : I called Chase back and asked to speak to a supervisor. XXXX was the supervisor who told me I needed to create an account with British Airways with the unique code I was given before. I explained what had happened and that that did not work and requested she call British Airways ( or allow me to make and merge the call ), and she said she was not allowed to do that. She said she would escalate the case, which would take up to 7 days. Reference number : XXXX. She had no other solutions. 
XX/XX/scrub>XXXX XXXX XXXX XXXX  per the suggestion of that supervisor I called British Airways again with the plan to request they create an account from scratch and use the unique code given to me by Chase. They said to create a new account that the number is then generated, I can not use a number provided to me by Chase. 
XX/XX/scrub>XXXX XXXX XXXX ( please note no one has called me back despite assurances the case would be escalated ) and it has been more than 7 business days. I call Chase and talk to someone named XXXX. XXXX instructs me to register my account with XXXX on rewards.com ( this is the first I have heard of this ). So I do this, but it does not help or match my previous account number, which apparently I still need to use ( and which again British Airways does not recognize ). She then connects me to a supervisor, XXXX, who says my information has to be exact, including my middle initial, between my credit card and British Airways and that I need to talk to a specialist at British Airways to fix this. I then log in to the British Airways executive club to review my profile and there is no field to enter in a middle initial. She then tries to connect me to someone at British Airways. The call then gets disconnected. She asks me to call them back. I ask if they can call me back and she says no, they can only receive and can not make calls. 
XX/XX/scrub>XXXX XXXX XXXX XXXX I call Chase again ( this is my 6th call to them ). Start from scratch with phone tree and explaining the situation. After 10 minute hold time, I am connected to a supervisor. They tell me they can request British Airways add my name on and that this will take 14 business days. Of note, our trip begins XX/XX/XXXX, which then makes using those points by that time potentially difficult. I ask that she connect me with British Airways while we are on the line together. She tries. Eventually we get disconnected and no one calls me back. 
I call Chase back and talk to a different supervisor, who tells me they can not call out. If there is an issue, you need to contact the other party. She said, in our department, we cant call out. I end up being transferred to someone else and someone else, retelling the same story and getting no where. 
Same day, tried British Airways again, to no avail and no way to being able to access these points. 

I ultimately paid out of pocket for my daughter and wife to join me on my trip to the XXXX. We flew XXXX XXXX and the tickets were about {$1000.00} each ( because I had been waiting to resolve the issue with Chase/ British Airways , I purchased those tickets much later than I would have ). 
I then contacted a consumer protection lawyer who is covered by XXXX ( law insurance provided by my employer, the XXXX XXXX XXXX ). I explained the situation to him and he sent a letter to them dated XXXX XXXX XXXX requesting reimbursement for one and a half tickets for that trip. They contacted me to ask if I would grant him access to the account and requesting I call them. When I called they said they could only give him power of attorney, which would require they send me a letter to sign. I checked with my lawyer who stated that was not at all necessary not appropriate to this. 
I have otherwise not received any help or assistance from Chase. 
We met all criteria to earn those XXXX points plus the companion ticket, having used the card for substantially more than {$30000.00} and being up to date on all required payments throughout. 
I now plan to cancel the card and want to do what I can to save other consumers from having a similar experience. 

Thanks.

Company response to consumer: Closed with non-monetary relief