Consumer complaint received 2026-04-30 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: MA

Complaint narrative:
I am disputing unauthorized XXXX XXXX redemptions on my Chase credit card ending in XXXX. I did not authorize these redemptions and never received any XXXX XXXX card emails, codes, or confirmations. Chase denied my claim three times ( letters dated XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ) without providing evidence. On XX/XX/XXXX I pulled up my account online and noticed that number of available points on my Chase Sapphire card were woefully inadequate and I had been saving up these points for years so the first thing I did was immediately call the XXXX number on the card. I was able to explain the situation to a wonderful representative who talked me through the situation and asked if I had my card in my possession which I did. He then went through security measures before canceling my card and ordering another one. After taking that precaution he did research and saw that someone had ordered XXXX XXXX cards and I confirmed that there was no way that it was me as the date these were redeemed was my birthday and I was in XXXX the entire day. The representative was great and had me on the phone for a long time while he handled everything and calculated the lost points and was able to see that someone had hacked into my system through my XXXX account and had gone in multiple times to deplete my account of all my hard earned points. He was very diligent and as mentioned, calculated all of the lost points and was sending me a new card. He even called later that evening to confirm. I ended that evening feeling very satisfied with my experience and thrilled that Chase had such wonderful customer service and a great representative! However, when I check a couple of days later and the points had not been added back I decided to call Chase to follow up. I was told that it would take a few days. I was then left a voicemail asking for more information. I called back and was told that the redemptions were sent to my email address which was the first that I had heard of that and said that I under no circumstances made those redemptions and the person on the phone asked me to send them a screenshot of my emails from that day which I did. See attached. I then received a letter on XX/XX/XXXX saying that they completed their review and determined I was responsible for XXXX total reward points redeemed between XX/XX/XXXX and XX/XX/XXXX. I called Chase on XX/XX/XXXX to dispute the first denial and was told to provide documentation proving I did not receive gift card emails. I emailed Fraud Recovery on XX/XX/XXXX and again on XX/XX/XXXX with screenshots of my XXXX XXXX All Mail folder and keyword searches showing no XXXX XXXX card emails exist. After submitting documentation, Chase left me a voicemail on XX/XX/XXXX from the XXXX Fraud Escalation team asking me to call back. When I returned the call, I was routed to representatives who did not have my case, did not review my documentation, and instead gave irrelevant malware and XXXX XXXX instructions. They did not address the missing gift card emails or the unauthorized redemptions. Today, XX/XX/XXXX, I received a third denial letter stating the redemptions were valid and that Chase could not review further without additional information, despite the fact that I had already provided everything requested. I am requesting that Chase properly investigate the unauthorized redemptions, review the documentation I submitted, provide evidence supporting their denial, and restore the stolen points.

Company response to consumer: Closed with explanation