Consumer complaint received 2025-09-27 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: FL

Complaint narrative:
The Issue I am a Chase XXXX  XXXX cardholder. Under the Cardholder Agreement, Chase advertises that Ultimate Rewards points redeemed through Chase Travel are worth 25 % more than their cash redemption value. This benefit is a core feature of the card.

However, when I attempted to redeem points for a cruise booking, the Chase Travel system did not apply the 25 % increase. My points were redeemed at a lower 1:1 rate instead of the higher value I was promised. This means I received less value than what Chase committed to in writing.

Whats Going On Chases own website displayed a notice stating that changes to point redemption through Chase Travel would take effect on XX/XX/2025. This confirms there was a system transition in progress. Despite this, Chase Travel redeemed my points before the system change at the lower 1:1 rate even though my Cardholder Agreement and Chase Cardholder Services both confirmed I was entitled to the 25 % bonus.

In other words, Chases system failure during this transition caused consumers like me to lose value. Instead of being transparent or honoring their contractual terms, Chase allowed points to be redeemed at a lower rate, contrary to the agreement.

What I Tried to Do I have spent weeks trying to resolve this, repeatedly contacting both Cardholder Services and Chase Travel, sometimes on joint calls with supervisors. I also followed instructions to email their travel vendor, but responses were delayed or never provided. Instead of a resolution, I have been passed back and forth between departments, with each claiming the other is responsible. 

Timeline of Events XX/XX/2025 Contacted Chase Travel ; they told me to call Cardholder Services. Cardholder Services confirmed I was entitled to the 25 % bonus. Chase Travel said they could not see it in their system and told me to email XXXX, which I did that day. 

XX/XX/2025 Called Chase Travel again after no reply. They admitted I should have received a response within 12 days, but more than a week had passed with no update. 

XX/XX/2025 Three-way call with Cardholder Services and Chase Travel , including a supervisor. Cardholder Services confirmed entitlement again, but Chase Travel did not honor it and said it would be escalated. 

XX/XX/2025 Called Cardholder Services ; manager said they had no further information and that Chase Travel would be reaching out to me. 

XX/XX/2025 The system change Chase had announced took effect, but I had already been forced to redeem points at the lower 1:1 value. No retroactive adjustment was made to honor my contract. 

XX/XX/2025 Called Chase Travel ; they said they had no record of escalation and redirected me back to Cardholder Services.

Summary Chase publicly promised ( in the Cardholder Agreement ) and confirmed ( through Cardholder Services ) that I would receive 25 % more value when redeeming points through Chase Travel. Instead, due to a system failure around a scheduled change on XX/XX/2025, my points were redeemed at a lower rate. Chase has not corrected this, despite repeated attempts on my part to resolve the issue. This is a breach of the agreement and a failure to honor advertised cardholder benefits.

Company response to consumer: Closed with explanation