Consumer complaint received 2024-11-30 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: TX

Complaint narrative:
My significant other and I have been planning a trip to XXXX XXXX and XXXX for a few months. On XX/XX/year> Chase Bank offered a XXXX XXXX XXXX XXXX XXXX Points ( see attached ). XXXX XXXX XXXX travel with XXXX XXXX and they have a published redemption chart with the reward points needed for travel on XXXX XXXX to get from XXXX to XXXX XXXX or XXXX, XXXX. XXXX XXXX XXXX points are needed for a round trip first class ticket ( see attached ). 

I attempted to search for seats and an error came up saying no seats were found. Then I called XXXX XXXX on XX/XX/year> to see if they could find flights. They asked for my XXXX XXXX account and told me they could not look until the points were in my account. 

On XX/XX/year> XXXX points from my Chase Rewards account were transferred to XXXX XXXX XXXX XXXX account for a total of XXXX points ( more than enough points to cover XXXX first class cabin seats on XXXX per XXXX 's redemption chart ). Once they were in the account, the customer service agent told me that no flights on XXXX available as requested. 

I asked about refunding the points, and this was not possible. Called Chase, and found that this was not possible ( as they state all transfers are final ). 

I then read the " small print '' on XXXX XXXX redemption site stating that redemption of XXXX XXXX XXXX points are not available on XXXX XXXX XXXX, XXXX and XXXX ( see attached ). The other planes in their fleet ( where points can be used ), the XXXX, XXXX and XXXX do not have a first class accommodation ( see attached ). 

I have enough XXXX XXXX XXXX XXXX points to book XXXX first class seats on XXXX XXXX from XXXX ( XXXX  ) to XXXX, XXXX ( XXXX ) but this flight will never be offered because XXXX XXXX only flies XXXX, XXXX and XXXX aircraft on this route. These aircraft are excluded from the XXXX XXXX redemption via the " small print '', and first class accommodations do not exist on XXXX XXXX XXXX, XXXX and XXXX. 

It is unreasonable for XXXX XXXX to expect the general consumer to know that first class seating does not exist on the flights you can book on XXXX XXXX via their flying club. Therefore they devalued the points significantly because the only way to redeem points with XXXX XXXX is to take multiple connections with multiple airlines, and you can not ever get thefirst class seat theyhave advertised. 

They falsely advertise what appears to be an amazing award ( First Class round trip with XXXX XXXX for only XXXX points ) because they exclude planes that have first class, and first class does not exist on the remaining aircraft in XXXX XXXX XXXX. 

If I would have transferred my points XXXX to XXXX XXXX XXXX XXXX ), I could have booked round trip direct business class accommodations for me and my significant other XXXX points each. I was persuaded by XXXX XXXX XXXX XXXX transfer offer to then get a first class seat ( not business class ) for only XXXX points roundtrip. My points are now stuck and devalued in the XXXX XXXX XXXX club. 

This is blatant fraud. Essentially the same as saying " XXXX points to travel to the moon, but all spacecraft are excluded from this redemption. '' A great offer that is impossible to book because you can't take a passenger jet to the moon. 

You can not advertise something that does not exist, and then entice customers with XXXX points transfersvia a permanent transferof points. Both ( XXXX XXXX XXXX parties are culpable and probably in cahoots.I do not believe XXXX XXXX has any culpability in this matter.

Company response to consumer: Closed with non-monetary relief