Consumer complaint received 2026-03-07 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: MD

Complaint narrative:
Consumer Financial Protection Bureau, I am filing this complaint against JPMorgan Chase Bank regarding the gross mishandling of a rewards points dispute that began on XX/XX/XXXX and remains unresolved as of today, XX/XX/XXXX XXXX full month later. THE ORIGINAL ERROR On XX/XX/2026, I called Chase to inquire about transferring my Sapphire Preferred points to my husbands account. I explicitly asked the agent whether the XXXXXXXX travel portal boost would be preserved after the transfer. The agent clearly and repeatedly confirmed that the boost would carry over and assured me that I would be able to continue using the points with the boost. Based on that explicit confirmation, I completed the transfer. However, the boost was not preserved. WHAT CHASE DID WRONG A TIMELINE OF FAILURES XX/XX/XXXX, Call XXXX Agent confirmed the XXXX boost would be preserved after transfer. This was incorrect. I transferred points based on this misinformation from Chase. XX/XX/XXXX, Call XXXX I immediately called back upon noticing the lost boost. A second agent described this as a possible system glitch and promised it would be corrected within a few days. Hoping for a more immediate correction, I asked to escalate and was transferred to a supervisor. The supervisor informed me this is Chases new policy something neither the two prior agents knew nor disclosed. The supervisor acknowledged it was Chases mistake to misinform me, stated he would escalate the matter, and promised a written response within 10 business days. A letter was NEVER received. XX/XX/XXXX, Call XXXX I called again after two weeks of silence and was told to give it another week. I formally requested that recordings of my XXXX XX/XX/XXXX calls be reviewed to confirm the misinformation I received. XX/XX/XXXX, Call XXXX I called back after waiting another week and was told the case is still pending. I sent a formal written request through Chases secure message portal the same day requesting Executive Office escalation, call recording review, and a fair resolution within five business days. Chase messaged back to acknowledge receipt and said the case is still pending. XX/XX/XXXX, Letter with false information I finally received a formal letter in my Chase portal stating XXXX points had been added to my account and that I could see this adjustment now at chase.com. The points were NOT added. XX/XX/XXXX I sent a follow-up secure message asking when the points would appear and whether the XXXX boost would be restored. No immediate response. XX/XX/XXXX, Call 5 and Message with false information I called once again and was told the points were NEVER added to my account at all. The agent said I must manually transfer them back from my husband then escalate for the boost to be fixed. This directly and categorically contradicts the XX/XX/XXXX written letter. The agent made an unsolicited comment that he agrees Chase made mistakes in handling this situation. He said he would escalate it and I requested a callback by the end of the day given how much back and forth it has been. Chase NEVER called me back. A separate secure message from Chase today once again falsely states that I should be able to view the rewards adjustment now at chase.com as no points have been added. I acted entirely in good faith based on the explicit confirmation Chase provided over the phone. The financial loss and the month of wasted time are a direct result of Chases misinformation and subsequent gross mishandling. Chases own agents have acknowledged the error on multiple occasions. Despite this, I have received broken commitments, materially false written notices, and no resolution after one full month.

Company response to consumer: Closed with explanation