Consumer complaint received 2025-01-07 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:
On XX/XX/XXXX, I closed out my Chase Business XXXX XXXX Unlimited credit card ( ending in XXXX ) by calling Chase. I was read a series of disclosures, one of which noted that after closure of the card, I would have 30 days to use any remaining Chase Ultimate Rewards points linked to the closed card. At the time of closure, the account did not have any Chase Ultimate Rewards points linked to the card. 

Then on XX/XX/XXXX, I called Chase to close out another credit card, a Chase XXXX Business Preferred card ( ending in XXXX ). In advance of closing the card and in anticipation of the 30 day window for using points, I transferred XXXX Ultimate Rewards points out of the account on XX/XX/XXXX. However, I erroneously transferred the XXXX points into the account of the Chase Business XXXX XXXX Unlimited credit card ( ending in XXXX ) that was closed on XX/XX/XXXX. I meant to transfer the XXXX points into an active card, a Chase Business Cash card ( ending in XXXX ). 

I did not realize this error until XX/XX/XXXX, at which point I noticed that my Ultimate Rewards balance was 0 points. I only check my Ultimate Rewards balance once a month at the start of each month. The full balance of points was available at the beginning of XXXX but the XXXX points were removed from my account at some point in XXXX. There is no record available in my Ultimate Rewards online transaction list to indicate the day the XXXX points were removed, but it happened at some point between XXXX XXXX XX/XX/XXXX of XXXX. 

After realizing my error, on XX/XX/XXXX, I sent a secure message to Chase via my online account requesting a reversal of the Ultimate Reward point removal and explaining the error. I received a reply to that message on XX/XX/XXXX, indicating that I needed to call Chase at XXXX to further deal with that issue. I then called Chase and explained the situation. At the time, I asked for the lost points to be returned to an active Chase credit card. The representative I spoke with explained that they could not directly handle the matter but could instead expedite the issue. I then received a letter, dated XX/XX/XXXX, that explained Chase " couldn't cancel or make changes to this redemption [ the transfer of XXXX points on XX/XX/XXXX ] because it's already been processed. 

I received this mailed letter from Chase on XX/XX/XXXX. I called Chase again on XX/XX/XXXX. I spoke with 4 representatives across multiple departments and was not helped. The final representative I spoke with referenced the mailed letter as the definitive result of back office research by Chase. They indicated that I could take no additional steps to have the XXXX, XXXX Ultimate Rewards points returned to my account. 

My grievances with Chase are that : XXXX. On XX/XX/XXXX, I should not have been allowed to transfer Ultimate Reward points from other Chase card accounts into the account of the Chase Business XXXX XXXX XXXX credit card ( ending in XXXX ) as that account had been closed over 30 days prior to XX/XX/XXXX. 

XXXX. Given the system was decided with this flaw, there should be a manner in which I am contacted to note the pending loss of Ultimate Reward points to allow for me to transfer the points back to an active account. 

I readily admit the error I made in transferring the points to a closed account. However, I believe that Chase 's system is decided to make it easy for such errors to occur and without opportunity for the customer to identify and resolve the errors. I am requesting that the CFPB work with Chase to help me recover the XXXX Ultimate Rewards points that I have lost.

Company response to consumer: Closed with explanation