Consumer complaint received 2024-03-19 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: WA

Complaint narrative:
I applied for and was issued a credit card issued by Chase and afiliated with XXXX XXXX XXXX. XXXX of the inducements to apply for the card was that if {$30000.00} in purchases was charged to the account in a calendar year you would receive a companion certificate, which would allow a companion to fly free. 

I received the cards during XX/XX/XXXX and by XX/XX/XXXX had made more than {$30000.00} purchases using the card. While I qualified for the certificate during XXXX, the terms of the agreement referred to purchases during a calendar year. Accordingly, it wasn't until XX/XX/XXXX when I became concerned regarding my not receiving the flight certificate. I first contacted XXXX XXXX. XXXX XXXX informed me that they would issue a certificate after Chase had notified it that the spending requirement had been met. XXXX XXXX told me they had not received the required notfication from Chase. I then contacted Chase. 

Initially, Chase challenged what XXXX XXXX told me and asserted that XXXX XXXX should have the information and the problem with issuing the certificate was with XXXX XXXX. On a subsequent telephone call with Chase I spoke to a supervisor, who spent an hour with me trying to resolve the problem. At the end of the conversation he acknowledged that I had met the {$30000.00} spending threshold and it was Chase 's obligation to inform XXXX XXXX that I qualified for the certificate. He told me the matter had been resolved and that I would be receiving an email from XXXX XXXX with the certificate attached. That exchange was during XXXX. 

When I did not receive the certificate, I telephoned XXXX XXXX. XXXX XXXX informed me they had not received the required information. Yesterday, XX/XX/XXXX, I had a lengthy conversation with a supervisor from Chase. She told me that I simply went on line made a reservation and then at some point Chase would verify to XXXX XXXX that I qualified for a companion certificate. Her explanation made no sense. 

Today I received a letter from Chase daated XX/XX/XXXX. It stated in part : We received your request to review your account in regards to the missing XXXX XXXX. We understand your concern and are pleased to look into your request and assist in your inquiry. 

From our review, we can confirm that the {$30000.00} spend for XXXX was meet ( sp ) and you need to contact XXXX XXXX to book using the XXXX XXXX earned. We understand this was not the resolution expected and we apologize for any confusion and inconvenience that this matter has caused. 

Chase 's letter was unhelpful. The information provided in the letter and over-the phone is inconsistent with the information contained in the " XXXX XXXX '' I received with the issuance of the card. The " XXXX XXXX '' stated in pertinent part : The XXXX XXXX will be in the form of a voucher that can be redeemed by a Cardmember for an eXXXX XXXX XXXX  with a paid economy flight. XXXX is eligible for only one voucher each calendar year. The XXXX XXXX XXXX will be issued after the billing cycle when Cardmember reaches {$30000.00} in purchases. Cardmember will receive a voucher email XXXX weeks later, and must email XXXX XXXX directly at chaseXXXX to book using the companion voucher The written " XXXX XXXX '' is clear that I should have received an email with a voucher. It is less clear who would issue the voucher. In any case, my multiple attempts to have Chase honor their offer has been frustrating and fruitless.

Company response to consumer: Closed with explanation