Consumer complaint received 2026-03-10 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:
I booked a hotel stay in XXXX, TX through the Chase travel portal using my Sapphire Reserve credit card back on XX/XX/XXXX ( total amount out of pocket was {$250.00} ). The booking qualified for The Edit credit of {$250.00} per stay up to {$500.00} a year. I received the credit on XX/XX/XXXX for {$250.00}. I then had to cancel said booking and received the {$250.00} back. I rebooked the hotel stay at the same hotel on XX/XX/XXXX ( total amount out of pocket was {$250.00} ). The booking qualified for the XXXXXXXX XXXX ( it was the same hotel and the same amount of nights as the first booking ). The XXXX XXXX was reversed on XX/XX/XXXX for a charge of {$250.00} to my credit card account based on the cancellation of the first bookingXXXX XXXX XXXX XXXX was never applied for the second booking that also qualified. I called the Chase Sapphire Reserve line on XX/XX/XXXX to let them know it was not applied. they tried to apply it manually but it wouldn't let them. I was told to wait and call later. I called again XX/XX/XXXX. They tried to add it manually but they were unsuccessful as the system would not let them. They escalated it and told me they would take care of it. I received a letter from Chase Cardmember service posted XX/XX/XXXX stating that I am eligible for the credit and asking me to allow XXXX weeks for the credit to post as per the terms. I called again XX/XX/XXXX to inquire about the escalation. I was told to wait the XXXX weeks. I called on XX/XX/XXXX ( after XXXX weeks had passed ) and requested to talk to a supervisor as the credit had not posted yet. XXXX, a supervisor, escalated it again and told me that the XXXX weeks the letter stated as their terms was not a guarantee, just something they try to stick to. She told me to wait another XXXX business days. I called again on XX/XX/XXXX and spoke with XXXX who also escalated the issue and told me to wait another XXXX business days. I called on XX/XX/XXXX and spoke with XXXX, who also was not able to help. I called on XX/XX/XXXX and spoke with XXXX, another supervisor, who told me they had looked into it but the marketing department got confused and thought that I had already received the credit since I booked another stay on XX/XX/XXXX for a hotel stay in XXXX and had received the credit on XX/XX/XXXX. I explained to her that credit was for a different stay from XXXX in XXXX, not the stay in XXXX, TX from XXXX that I still have not received the credit for. She acknowledged the mistake and told me she was submitting a level XXXX escalation that usually gets resolved within a day and she would personally call me once it was resolved. I waited a day for her call or for the credit to post. Nothing happened. I called again today XX/XX/XXXX and spoke with XXXX, another supervisor, who then told me XXXX miscommunicated as this can take up to XXXX business days. She escalated again and told me to wait and that this is not the service I should be getting. Chase has been beating around the XXXX for over 3 months now and nobody seems to resolve this issue. I also submitted a complaint a while ago due to the bad customer service I am receiving and due to the fact that Chase is not sticking to the terms they even stated in the letter they sent me. I am able to provide bank statements showing everything if needed. See letter from Chase attached as well as a screenshot from the Chase XXXX portal showing the term and conditions for the XXXX XXXX, which states that credits should post to the account within XXXX business days but XXXX take up to XXXX weeks. It has been more than 3 months.

Company response to consumer: Closed with monetary relief