Consumer complaint received 2024-08-26 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: IL

Complaint narrative:
I want to file a formal complaint for Chase regarding my Marriott Bonvoy boundless credit card. I opened it back in XX/XX/XXXX. XXXX months ago I noticed that I never got the free night from having the card XXXX. I was supposed to get it last year in XXXX after a year of having the credit card opened. I went ahead and called Marriott Bonvoy customer service. They told me that I need to contact Chase for that because on their side, they dont see any qualifying Charges or activity from Chase after I got my XXXX free nights for spending {$4000.00} in the first XXXX months. Thats why I didnt get that annual free night from the credit card because it was unlinked for some reason back in XXXX after the nights were awarded to my Marriott Bonvoy account. To make a long story short, after so many back-and-forth calls with Chase, at first they told me that there was a discrepancy between the first name on the Chase account and the first name on the Marriott Bonvoy. It is because I have XXXX first names. The chase representative said because its not going to fit both first names on the credit card XXXX XXXX they shortened it to just the first initial on that second first name along with the first initial of my middle name which is XXXX on chase my first name is XXXXXXXX XXXX while my first name on Marriott is XXXX XXXX ( which is technically the correct XXXX ). I was able to fix that with Marriott to match the Chase. I thought the issue was solved. Upon further investigation, I learned that the points that I earned from XX/XX/XXXX to XX/XX/XXXX, I did not get the points from Chase to my Marriott. The only positive news about this is they were able to give the points from XX/XX/XXXX until the current statement. But Im still missing the XXXX XXXX XXXX points totaling XXXX points. Below is the rundown of the points month by month : XXXX XXXX : XXXX XXXX : XXXX XXXX : XXXX XXXX : XXXX XXXX : XXXX XXXX : XXXX XXXX XXXX : XXXX XXXX : XXXX XXXX : XXXX XXXX : XXXX XXXX : XXXX XXXX : XXXX XXXX : XXXX XXXX : XXXX I have talked to at least XXXX supervisors from Chase and multiple representatives. The last supervisor I havent heard back from personally. Her name was XXXX and she said that she was going to transfer it to the marketing team and that they would reach out and since that call from XX/XX/XXXX, I did not hear from them about it. I didnt get any communication from the marketing team/the supervisor. So at this point, I just want to get all those points that I didnt get from XX/XX/XXXX to XX/XX/XXXX especially since XXXX points is a lot and I never received it on my account. It is confirmed and verified with Marriott representatives that those points were never transferred and I just want to get this fixed because it seems like Chase is giving me a hard time and I just can not get to the right person to fully understand my issue. I just wan na get it back and its so hard to get a straight answer from them. Please I hope you can figure this out for me and finally get all the points I earned with my hard earned money. Not sure why they cant seem to link my account after multiple verifications. To summarize, I am still missing points from XXXX XXXX XXXX and as of today I still do not have the XXXX free night as well as the elite night credits even though I was charged the annual fee back on XX/XX/XXXX. To add, I also did not get the elite credits back in XXXX. Attached are letters they sent including the last XXXX from XX/XX/XXXX.

Company response to consumer: Closed with explanation