Consumer complaint received 2025-09-12 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: CA

Complaint narrative:
Inconsistent with the terms of Chases XXXX Rewards Program Agreement ( the Agreement '' ), Chase will not pay me the 5 % cash back that I am due on XXXX purchases during a period of my XXXX XXXX XXXX  ( instead of the 3 % paid to XXXX XXXX ), even after I brought the error to their attention. 

Per the Agreement, " If the XXXX account through which you applied for your card account has an eligible XXXX XXXX  and your card account is loaded into that XXXX account, your card account will automatically earn 5 % back on purchases made at XXXX. '' Chase refuses to abide by this term in the agreement. I became a XXXX XXXX  on XX/XX/year>. However, for the period XX/XX/year> - XX/XX/year> ( the " Error Period '' ), I was not given 5 % cash back on my XXXX purchases as required by the Agreement ( I was only given 3 % cash back ). 

When I brought the error to Chase 's attention, Chase representatives claimed that my card would not automatically load to earn 5 % cash back if I have multiple accounts. ( I have multiple accounts -one with my old work email address that I no longer use except for reference, and one I currently use with my personal email address. I was forced to establish the second XXXX account because the XXXX system would not allow me to change my email address on the account with my old work email address. After XXXX customer service, in consultation with several XXXX parties, could not help me change the email address, they advised me to just open up another account with the correct email address. ) The purchases I am due cash back on were made in my newer account, the one with the active XXXX XXXX  at the time of the Error period. I have uploaded my XXXX account statement showing the XXXX XXXX  purchase on XX/XX/XXXX in that account, and some of the transactions that follow that membership date that did not receive the 5 % cash back due ( there are more in the XXXX statement ). 

Chase representatives indicated that because I have multiple accounts, I would need to take additional confirmation steps on my XXXX account to obtain 5 %. However, Chase did not inform me of these steps prior to me bringing the error to their attention, and these additional steps are not stated in the Agreement. Furthermore, I did not need to take these additional steps to receive 5 % on transactions upon activating my XXXX XXXX in the past. For example, in the month of my XXXX XXXX  starting XX/XX/year>, I received 5 % on my XXXX purchases without taking any additional steps. And during that period in XX/XX/year>, I also had two XXXX accounts. The fact that Chase did not notify me of any additional steps I would need to take to obtain the 5 % is also inconsistent with the Agreement ( See the Notice of changes section of the Agreement ). 

Chase keeps ignoring that, regardless of the unbeknown to me technical requirement established on their end that require me to take additional steps to receive my 5 %, not paying the full 5 % on XXXX purchases during a period of my XXXX XXXX  is a breach of their Agreement. It is not my responsibility to comply with the additional steps recently established to obtain the 5 %. My XXXX card is loaded into both of my XXXX accounts. And the purchases on my XXXX account were made during a period when I had an active XXXX XXXX. Chase is responsible for making the mechanics of its system comply with the terms of its Agreement. 

It is very disappointing to me that, thus far, Chase refuses to abide by its Agreement, even after I brought the issue to its attention. It would be so easy for Chase to address this issue, and the amount of money involved is immaterial to Chase, but material to me because of the principle of it. I would not have purchased the XXXX XXXX  if I did not think that the extra cash back would have covered the cost of the membership. Because Chase refuses to address this error, I wonder if the problem is more systemic and there are many others who are owed an additional 2 % on transactions. Perhaps the total of the error amount owed to all such accounts is significant enough to actually be material to Chase. I wonder what would be found if one were to audit all Chase accounts associated with multiple XXXX accounts during periods of XXXX XXXX  against cash back percentages paid.

Company response to consumer: Closed with monetary relief