Consumer complaint received 2025-09-26 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: NJ

Complaint narrative:
I am writing to you to complain about a serious issue with my Chase Business Ink credit card account. 

I opened a Chase Business Ink card in XXXX under my LLC. The card ( exp. XX/XX/XXXX, card number ending with XXXX ) was linked to my Chase business account profile. I had accumulated approximately more than XXXX XXXX XXXX  points on this account, which are worth more than {$3300.00}. 

Until recently, everything appeared normal. However, on XX/XX/XXXX, when I attempted to log in, I received an error message stating that there were some usual activities and my account was locked and that I needed to call Chase to unlock it ( Screenshots attached. ). After calling the number provided, I was able to log in again, but to my shock, the business profile showed no accounts, no credit card, and no XXXX XXXX  balance. ( Screenshots attached. ). I also had another business ink preferred card under the same LLC ( card number ending XXXX ). it also disappears in the Chase system like it never existed. 

I have contacted Chase customer service numerous times by phone and talked with the local branch, but all people told me that they can not locate any record of my credit card, not by card number, my business profile, or even the XXXX XXXX XXXX XXXX. This is deeply concerning, as I still have the physical card as well as account statements showing my accumulated rewards points. 

I have been a loyal Chase customer for more than 20 years, and my trust in Chase has always been the reason I chose to maintain both personal and business relationships with Chase. However, I am shocked and distressed that my card and assets could seemingly disappear without notice or explanation. 

I also sent a secure message from my Chase profile to Chase regarding this issue on XX/XX/XXXX, but still they told me they had no record regarding my credit card. 

On XX/XX/XXXX, I then wrote to Chase Executive Office for this matter and asked for providing me with the financial data of my credit card account and recovering my XXXX  XXXX  points. On XX/XX/XXXX, Chase sent me an investigation result and did not recovering my points. However, this investigation result is incorrect. 
They sent me a XX/XX/XXXX statement as the most recent statement, However, it is not true. It is just the statement whose part I sent to Chase in my email. This statement shows more than $ XXXX balance. No bank would leave such a statement as the final statement. There are many transactions after this statement, and all of them are listed on the much later statements. 

They said they purged my credit card data because it was closed more than 6 month ago. This is definitely incorrect, I log into my online accounts routinely every month to trace my account balances. I kept all the balance history of my credit card account. The last time I logged into my account was in XX/XX/XXXX. Until then, my account was not closed and in normal state. it was not as stated in Chase letter that my card was closed more than 6 months ago. From XX/XX/XXXX to XX/XX/XXXX, I logged into my account numerous times, I never saw it was closed. I never received any email or mail that informed me or reminded me of the closing of my credit card, suddenly my accounts couldn't be logged into and evaporated ( no one even knew their existence ) and the online system shown me there were unusual activities on my account. These were very strange. Because Chase credit card accounts are still visible in online accounts even many years after they were closed. Chase promised to keep statements of XXXX. 

My credit card is not satisfied with the criteria indicated in the Chase letter. However, it is purged and all of my XXXX points mystically disappear. 

On XX/XX/XXXX, I replied Chase letter and pointed out what they provide to me was incorrect. However, Chase didnt nothing and just resent me their false investigation letter on XX/XX/XXXX. 

I am scared by the fact that all my financial data under my business profile was deleted completely. This is really abnormal. Usually even after bank accounts are closed for a very long time, these financial data are still accessible and everything is traceable. I'm seriously concerned that someone steals my assets in my Chase business account and removes all of my financial data to cover this theft. I was shocked that Chase still sent me false information even after I pointed it out. 

Banks are entrusted with safeguarding their clients accounts and assets. Chase 's own policies state that records and statements are retained for XXXX years. yet all traces of my account appear to have vanished overnight. This situation undermines the very trust that banking is built upon.

Company response to consumer: Closed with explanation