Consumer complaint received 2026-03-30 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:
On XX/XX/year>, I made a reservation on XXXX for XXXX people to dine at XXXX XXXX XXXX on XX/XX/year> at XXXX. This reservation was made using the Chase Sapphire Reserve Exclusive Tables feature and listed as an eligible and participating restaurant as part of the semi-annual {$150.00} Chase XXXX XXXX XXXX XXXX JPMorgan XXXX XXXX. As shown in the attachments, you will see the reservation for XXXX clearly stating that this restaurant is eligible for the benefit. The {$170.00} charge was posted to my JPMorgan Reserve card on XX/XX/year>. It was recognized as a dining transaction and received the incremental rewards ( points ) associated with the purchase, as seen in the attached record of charge. It did not, however receive any qualification for the Chase Dining credit. Since then, I had made XXXX additional reservations and purchases at the same restaurant as shown in the attached, XX/XX/XXXX for {$220.00}, and XX/XX/XXXX for {$200.00}. None of which received the rewards. I phoned JPMorgan Customer service to inquire back in XXXX. I was told it was an error and that an escalation would be made. Nothing happened. I called again a few weeks later, another escalation was made, and then I received a letter. The letter contradicts the terms and conditions stated in the offer. See attached. It says to allow XXXX to XXXX weeks for credits to appear, and doesn't address the problem of non-fulfillment. The terms and conditions on Chase 's site for this benefit say credits generally post within XXXX business days but may take up to XXXX weeks. We are now beyond this period of time. I called in again today in an attempt to escalate to a representative who could issue the credit at this point. I was told today that there was a known issue with the way this restaurant processes transactions through a XXXX party POS system, XXXX. The representative told me that I ( and other customers ) would need to call in and escalate to us each time we attempt to use the benefit if the merchant is using XXXX. I think that response is unacceptable and deceptive considering the way the benefit was presented in the first place. I asked if this issue was being raised within the bank to either fix the problem or remediate customers, and I was told " no '' to both, and that I would just need to call in. Separate and apart, I was told that another escalation was being made on my behalf now that " the marketing team '' has discovered the issue and that I may receive the credit ( once and for all ). Poor customer service, lack of awareness around offers, benefits, and rewards, and an abusive practice to allow a bank to operate this way without raising an issue and corrective action. It is not reasonable for a customer to know whether or not the transaction is made through a XXXX party payment processor, when the transactions were made directly at the restaurant, through their only form of payment processing, and marketed directly from XXXX as a qualifying restaurant in the benefit.

Company response to consumer: Closed with monetary relief