Consumer complaint received 2025-06-04 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: FL

Complaint narrative:
As an existing Chase customer with two credit cards, I had been receiving invitations for months, primarily by email, from Chase to apply for its Chase Sapphire XXXX credit card. On XX/XX/XXXX, I applied. The application was declined due primarily to 'insufficient credit history. ' On XX/XX/XXXX, I learned Chase has shut down all of my accounts. Apparently the new credit card application triggered a review of sorts. Chase cited insufficient credit history and too many recent inquiries as the reasons in its letters. I was advised to check my credit report, which revealed no unusual activity and only one inquiry in the past yearfrom Chase itself.

Per Chase representatives, I was advised that : 1. I could seek account reinstatement, 2. There is a six-month period before the closure becomes permanent, and 3. I would have 30 days to redeem my accumulated XXXX rewards points. 

Over the following weeks, I made multiple good-faith attempts to redeem the rewards via phone and online. Each attempt failed due to internal system issues or inconsistent responses from representatives. It was not clear why the redemptions kept failing, either to myself nor to the representatives. Finally, on XX/XX/2025, I was told by an account supervisor that my points were now forfeited, with no documented or specific basis for this action. I followed up with an email to the executive office, receiving no response but a voicemail declining to provide further help or information.

I was never informed that my points were at risk of forfeiturenor was any legitimate justification provided ( e.g., fraud or abuse ). Under Chases own terms and conditions, points are forfeitable primarily under grounds of fraud, abuse, or account misuse. I have not engaged in such behavior and on the contrary have been candid and co-operative in attempting to resolve the matter. 

There are multiple concerns regarding Chase 's conduct that may reflect predatory and potentially abusive patterns.

Chase approved me for two credit cards, which I responsibly used to make purchasesgenerating interchange revenue for Chase on that spend. However, shortly after I accumulated a significant amount of rewards points ( XXXX ), Chase closed the accounts and forfeited the earned rewards, effectively retaining the benefit of my spending while depriving me of the promised rebate ( rewards ). Beyond not acting in good faith, this raises concerns of unfair, deceptive and abusive acts or practices. Chase also has retained the financial benefit ( in the form of interchange fees ) from my legitimate card usage, while simultaneously revoking the contractual rewards owed to me. This constitutes unjust enrichment at the consumers expense. 

This pattern of approving new accounts, capturing fees, then retroactively closing accounts and forfeiting rewardsespecially with vague or non-specific justificationsshould be investigated as a potential systemic practice. Anything Chase may wish to refer to in its terms as allowing such conduct is unconscionable.

Company response to consumer: Closed with explanation