Consumer complaint received 2026-05-26 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: PA

Complaint narrative:
On or about XX/XX/year>, I purchased XXXX tickets on my Chase XXXX XXXX XXXX credit card for XXXX Florida. I made this purchase through the XXXX XXXX. XXXX confirmation # XXXX. The total cost of this purchase was {$1900.00}. I applied {$1400.00} from my XXXX XXXX which is a feature of XXXX, and the remaining {$470.00} was charged on the aforementioned Chase credit card. A feature of the Chase XXXX XXXX XXXX credit card is the ability to use miles to apply towards the purchase of XXXX. Specifically, " XXXX XXXX miles with XXXX Yourself Back. Redeem your miles for a statement credit on eligible transactions. Just select your annual fee payment or XXXX airfare ticket purchase that posted within the last 90 days. Use some, or all, of your available XXXX miles. '' On or about XX/XX/year>, the charge posted. I attempted to use my miles as advertised but was unable to do so. I called Chase to report the issue and was advised to allow a few days for the charges to " settle. On or about XX/XX/year>, I called Chase again and was told that the charges were not appearing as eligible purchases. The representative related that " I met all purchasing criteria in so far as the tickets were purchased through XXXX, they were all over {$50.00}, and they were purchased withing 90 days ''. She related she didn't understand why they weren't available in the Pay Yourself XXXX. She escalated my complaint. On or about XX/XX/year>, I called Chase again to obtain an updated on my complaint. I was advised that my escalation was done incorrectly and would have to done again. The supervisor I spoke with agreed that these are eligible charges and the issue XXXX be on XXXX 's side. I called XXXX on the same day and was advised that the purchase coded correctly as tickets and that the issue was on Chase 's side. On or about XX/XX/year>, I called Chase again to obtain an updated on my complaint. I was told that the complaint was closed and that the next step was to write a letter to the Chase XXXX XXXX. The XXXX that I spoke with related that the program should have worked but for what reason it did not. On or about XX/XX/year>, I wrote a letter to the Chase XXXX XXXX and on or about XX/XX/year>, I received a response that unfortunately Chase was not going to apply my miles as advertised. They related that how the tickets coded was out of their control. When I explained to the representative that the purchases coded correctly, she related that they still closed the matter. She referred me to the CFPB. On XX/XX/year>, I filed a complaint with CFPB ; reference XXXX. On XX/XX/year>, Chase responded " Thank you for expressing your concerns to the Consumer Financial Protection Bureau. We appreciate you allowing us the opportunity to research this matter. We have completed our review, and the details of our response are below. We have reviewed your concerns for your XXXX XXXX XXXX credit card ending in XXXX request to redeem MileagePlus miles for a statement credit through the Pay Yourself Back feature for this purchase. The Pay Yourself Back program allows redemption of miles for statement credits on eligible purchases, and eligibility is determined by the transaction code assigned at the time of purchase. Promotions and eligibility criteria XXXX vary by product and are subject to change. Based on our findings, we did not find evidence to support applying XXXX miles to the ticket purchases in question. We realize this XXXX not be the outcome you wanted, but we reviewed your concerns carefully and look forward to continuing our relationship with you. On XX/XX/year>, I left feedback relating that my card ends in XXXX, not XXXX. I am not entirely sure what Chase reviewed or if it was even my account. My statement from XXXX clearly shows XXXX ticket purchases for {$94.00} from XXXX on XX/XX/XXXX. This fits the eligibility criteria as set by Chase and XXXX. I spoke with a representative from the CFPB who related that I should leave feedback and open another complaint since it would appear that the wrong credit card account was reviewed.

Company response to consumer: Closed with explanation