Consumer complaint received 2026-01-14 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:
On XX/XX/XXXX I placed an order through XXXX XXXX At Chase using my credit card points for XXXX items ; a Tumi wallet, a XXXX XXXX XXXX, and a XXXX bread maker for a total of XXXX points, and {$47.00} XXXX. The order number is XXXX Of the XXXX items ordered, only XXXX ever shipped and arrived : the wallet and the smart scale. The bread maker never shipped or arrived, despite being advertised as shipped within XXXX business days. 

On XX/XX/XXXX at XXXXXXXX XXXX XXXX XXXX At Chase sent me an email stating that the bread maker was out of stock and will ship by XX/XX/XXXX. This did not work for my time frame, so I requested that this part of the order be canceled, and to have my points refunded to my account. I never received a response to my cancellation request via email. 

On XX/XX/XXXX I called the phone number listed for The Shops At Chase ( XXXX ) and was able to get an agent on the phone. The agent told me that he will cancel the order and the points will be refunded to my account in XXXX business days. 

On XX/XX/XXXX the order had still not been cancelled, and the points had still not been refunded for the bread maker. I was able to get an agent on the phone again after an hour long hold who provided me a cancellation confirmation email and another promise of my points being refunded in XXXX business days. 

On XX/XX/XXXX the order had STILL not been cancelled, and the points had STILL not been refunded. After waiting on hold for over an hour, I was unable to get an agent on the line, so I called the number on the back of the credit card instead. The customer service representative gave me the same promise of XXXX business days and refused to give me any sort of confirmation in writing. I recorded this call. 

On XX/XX/XXXX the order had STILL not been cancelled, and the points had STILL not been refunded. I went into a Chase Bank branch in person in XXXX, MA and sat down with the branch XXXX, XXXX, who confirmed that the order had still not been cancelled and the points had not been refunded. The branch XXXX himself was unable to get anyone from The Shops At Chase on the phone despite having a far more direct channel of communication with the various departments at the bank. XXXX XXXX branch XXXX ) then escalated the issue to XXXX XXXX XXXX, with a promise that I will get a call within XXXX business days and a full resolution within 14 days. 

On XX/XX/XXXX I received a call from the so called XXXX escalation team. The person on the phone promised to get in contact with The Shops At Chase and have the matter resolved within XXXX weeks. 

On XX/XX/XXXX I received a call back from the XXXX escalation team. After apologizing to me several times, they told me there is nothing they can do and that I have to reach out to the Shops At Chase ; a department that does not answer the phone or emails. The fact that I had spent hours of my time trying to reach them was of no concern to them. Subsequently, I called the number on the back of my card and closed the account. I will not be doing business with a banking giant that treats me like this.

Company response to consumer: Closed with monetary relief