Consumer complaint received 2025-05-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: JPMORGAN CHASE & CO.
State: NE

Complaint narrative:
XXXX weeks ago ( on XX/XX/XXXX ), we were notified that our XXXX credit cards open with Chase were closed and that we would receive a letter in the mail in XXXX business days containing more information. 

XXXX of our accounts ( Chase Sapphire Reserve ) has been open with Chase for a little over XXXX years ; the other account ( Chase Freedom ) has been open with chase for XXXX years. 

We reached out to Chase immediately after the accounts were closed, and were informed that we could not take action until we received the letter in the mail. The letter arrived last Friday, XX/XX/XXXX ( see copy of letter attached ) and referenced that our accounts were being closed " because of rewards misuse ''. We reached out to Chase 's Complaints and XXXX XXXX, who informed us that the card had in fact been closed due to inappropriate rewards activity, and that the account was also labeled/identified as " An account which is not to be reopened ''. 

When discussing the issue with Chase, we referenced the rewards fraud describer below which occurred during XXXX XXXX ( we identified the fraud in XX/XX/XXXX and reported the issue and activity to Chase ). Chase acknowledged that there are steps that we could take to formally appeal the accounts being closed ( restarting the processes which we had originally undertaken ; i.e. calling the number on the back of the card, submitting an inquiry via our secure message center, or sending a letter to a XXXX XXXX XXXX appeals ). Given that the Chase individual we spoke to today ( XX/XX/XXXX ) advised that the account has been tagged as an account Not to be reopened, we do not intend to re-pursue the issue through the same channels weve already undertaken. 

In XXXX of XXXX, we noticed that our rewards balance within the Chase Rewards Portal had decreased materially from the balance that is typically carried there. For the duration of the past XXXX years weve had these cards open with Chase, XXXX let points accrued during the year and then recoup them when going on family vacations. Upon reviewing the activity within the account, we noticed that points had been being used to purchase XXXX gift cards and were being sent to an email that was setup which mirrored closely the personal email linked to our account ( our email registered on the account is XXXX ; the email that it appears was receiving credit cards was XXXX ). We reported the issue to Chase upon discovering it, which resulted in XXXX receiving a new username/login/security settings/etc. After a couple of weeks or so, Chase refunded us the points that the perpetrator had fraudulently moved to gift cards. 

In light of the fact that we identified the fraud which occurred on our account and reported it to Chase upon discovering it, we are somewhat dumbfounded that the only response weve received as to why the account has been closed is because of rewards misuse. Not only did Chase not have the appropriate controls in place to monitor/detect such activity on the account ( i.e. XXXX factor authentication, review of non-primary new-email linked to gift card redemptions with rewards points, significant point values being used for gift cards, etc. ) but upon our discovery of the issue, their response is to close the account of a XXXX customer with no record of any prior issues. 

Given that Chase did not have the necessary controls in-place and operating to detect the fraud ( i.e. two-factor authentication on the account, alerts/reviews when adding a non-primary email address as the recipient of gift cards/monetary distributions from rewards accounts, automated reviews/alerts of significant gift card rewards redemptions, etc. ), it seems shocking that their response would be to simply close the accounts of a ten-year customer. These XXXX accounts have an average age of XXXX years and a combined credit limit of {$100000.00} across them, XXXX data points which greatly affect our XXXX XXXX. 

Had we known at the time of establishing these accounts, that Chase would hold us liable for XXXX instance of fraud occurring on the accounts and wipe out XXXX years of exemplary customer activity and historywe wouldve never put our faith and credit history in their hands. The XXXX reserve card is Chases premium offering, carrying significant annual feesand despite paying those fees and being an extremely loyal customer to XXXX chosen to abandon our relationship and hold XXXX liable for fraud occurring outside of our control, to our detriment.

Company response to consumer: Closed with non-monetary relief