Consumer complaint received 2025-08-22 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: AL

Complaint narrative:
Formal Complaint Regarding Misrepresentation and Incomplete Redemption of EarlyBird Check-In Credits on Chase Southwest Rapid Rewards Credit Card To Whom It May Concern, I am writing to formally lodge a complaint regarding the administration and communication of benefits associated with my Chase Southwest Rapid Rewards Credit Card , specifically the EarlyBird Check-In credits that are advertised as part of the cardholder rewards program. 

On XX/XX/year>, at XXXXXXXX XXXX XXXXXXXX, I contacted Chase customer service to confirm the number of EarlyBird Check-In credits available to me for the current benefit period. This benefit, as publicly promoted, includes two EarlyBird Check-In credits annually for use on Southwest Airlines . I made this inquiry specifically to ensure I had sufficient credits before making any purchases. The representative I spoke with confirmed that I had two credits available for use.

Relying on this information, I proceeded to purchase two EarlyBird Check-Ins through Southwest Airlines , fully expecting both charges to be reimbursed per the benefit terms. However, upon reviewing my account, I discovered that only one of the two credits was applied.

To resolve this discrepancy, I called Chase customer service again on XX/XX/year>, at XXXX XXXX XXXXXXXX. During this call, I was initially told that the benefit provides two credits per calendar year, but this was later contradicted by another representative who stated that the credits are based on my cardmember anniversary year, which runs from XXXX to XXXX. This conflicting information directly contradicts what I was told on XX/XX/XXXX, and the representative I spoke with on XX/XX/XXXX was unable to explain why I had been misinformed. 

Due to the lack of clarity and accountability, I requested to speak with a manager and was transferred to XXXX, who appeared dismissive and unengaged. After pressing the issue, XXXX agreed to submit a formal complaint and have the call log from XX/XX/XXXX reviewed. He provided me with the complaint reference number : XXXX. 

I also informed XXXX that I would be filing a complaint with the Consumer Financial Protection Bureau ( CFPB ), citing CFPB Circular XXXX, which addresses the design, marketing, and administration of credit card rewards programs. According to this circular, it is considered unfair and deceptive for a rewards program operator to misrepresent how rewards can be redeemed or to fail in administering the program in a way that allows consumers to reasonably access the benefits they have earned.

In this case : I was explicitly told I had two credits available, which influenced my decision to make two purchases.

I received only one credit, despite relying on the information provided by Chase.

The conflicting explanations from multiple representatives demonstrate a lack of clarity and consistency in how the program is administered.

The inability to redeem the second credit constitutes a loss of expected value, with no clear avenue to avoid the harm or recover the benefit. 


This experience has not only caused financial inconvenience but also eroded my trust in the integrity of Chases rewards program. I am requesting that Chase : 1. Reimburse the second EarlyBird Check-In charge as originally promised.

2. Clarify and standardize the communication regarding benefit eligibility and redemption periods.

3. Ensure that customer service representatives are properly trained to provide accurate and consistent information.

I appreciate your attention to this matter and expect a timely resolution. If this issue is not resolved satisfactorily, I will pursue further action through the CFPB and other appropriate consumer advocacy channels. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation