Consumer complaint received 2024-02-27 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: NY

Complaint narrative:
My wife and I tried to transfer Chase XXXX XXXX points from her account to mine. I was told that there was already XXXX account attached to my credit card that had points transferred to/from my account and it needed to be removed. I could not find this mystery account on my online profile and Chase could not either. However, their computer system was still telling them that a mystery account was attached to my account which is why my wife is unable to transfer her points to me. 

Chase is not able to give me any information regarding this mystery account attached to my account and we've called XXXX times in 1 month. The last 3 times including today we were told that this would be sent to the escalations team where the problem would be resolved by them and we would get a letter in the mail explaining the resolution. Letter # 1 was short and sweet ; it simply stated that it acknowledged we reached out with an inquiry but we would need to call back with more information. Letter # 2 explains how we can easily transfer points online by ourselves and tells us to call back if we have any questions. On the phone today, I explained our frustration and was told that not only could we not talk to the people answering these escalations directly, but neither could the current escalations team we were speaking with. They have no way of talking to this different escalations department and they also could not share the information they are giving about this situation to the other department so that we could verify that the problem is being worded correctly. I told the escalation rep I was speaking with that the letters are just boiler plate messages and it looks as if a bot is just picking at keywords in the complaint and submitting knowledge base articles based on the key words. I was refused the ability to talk to someone who had the ability to solve the problem and I was refused information when asking for the number/email/being transferred to their XXXX. 

They have submitted another escalation but the representative made it clear that this would probably get us another letter in the mail with the same shallow results and no actual solution. I was told I could send a secure message online or mail a letter with my own statement explaining the problem but that doesn't mean I'll get a reply. The lack of willingness to help is only superseded by the actual ability to help. I don't think the people I spoke to are stupid or unprofessional. I think that Chase doesn't give them the power/ability to actually solve problems on purpose so that people just give up and spend more money with the company. 

Just to be clear, despite the error Chase is seeing in their system, their is no actual account linked to my account or my wife 's account. 


I have documents to upload but they include my name, address, and last XXXX digits of my account and this website is telling me not to share that information right now.

Company response to consumer: Closed with explanation