Consumer complaint received 2025-11-10 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Problem getting a working replacement card
Company: JPMORGAN CHASE & CO.
State: VA

Complaint narrative:
Dear Chase Credit Card Department, I am writing to express my serious concern and disappointment with how my recent credit card upgrade from Freedom Rise to XXXX XXXX was handled. 

XXXX. Background XXXX I have been a responsible Chase customer since opening my XXXX  XXXX  card, my first credit card in the XXXX After consistently making on-time payments for over a year, I was automatically upgraded to XXXX XXXX. As a new credit card user who closely monitors payments and XXXX XXXX, I initially welcomed this upgrade. 

XXXX However, I soon learned that the new card would have a different expiration date and XXXX  and was scheduled to arrive by XX/XX/XXXX. Starting XX/XX/XXXX, all of my linked payments ( rent, utilities, subscriptions ) began failingdespite my practice of paying early in the month. This led to late fees, and I also lost eligibility for the XXXX  Rewards program, which supports credit-building through timely rent payments. 

XXXX. Timeline of Escalation Attempts XXXX XX/XX/XXXX XXXX XXXX AM I called to confirm the shipping status of the XXXX  XXXX  card and requested expedited shipping. Due to a technical issue, it was not processed, and I was told the original card would arrive by XX/XX/XXXX. 

XXXX XX/XX/XXXX XXXX XXXX AM I called again, successfully verified my identity, and was told the original card would be canceled. A new card with a different number would be sent via expedited shipping ( XXXX business days ). 

XXXX XX/XX/XXXX XXXX notified my leasing office about a possible rent payment delay. They warned that further delays could incur late fees and legal action if not paid by mid-month. 

XXXX XX/XX/XXXX The original card still appeared on my Chase app, and the second card never appeared. App tracking showed a delivery date of XX/XX/XXXX. I began suspecting the XXXX  card request was never processed. 

XXXX XX/XX/XXXX, XXXX PM Card tracking disappeared from the app. XXXX service indicated expected delivery was XX/XX/XXXX. A XXXX then informed me that : ( XXXX ) The original card was never canceled ( XXXX ) The XXXX  expedited card was never processed ( XXXX ) There was no record of any second request XXXX XX/XX/XXXX, XXXX PM I was offered a XXXX  expedited shipment, but at this point, further delay made this offer meaningless. 

XXXX XX/XX/XXXX, XXXX PM I asked to speak to a supervisor. XXXX XXXX said he would transfer me but instead left me on hold for over XXXX minutes. 

XXXX Eventually, I spoke to XXXX  XXXX, who confirmed : ( XXXX ) No expedited card was processed ( XXXX ) The XXXX  XXXX  upgrade was never canceled ( XXXX ) No internal record of the XXXX  card existed ( XXXX ) She offered a new expedited card XXXX  was not a sufficient remedy XXXX When I asked about compensation, XXXX explained : ( XXXX ) Late fees are not incurred on XXXX  end, so Chase can not reimburse me unless merchants are contacted individually ( XXXX ) She said no further escalation was possible on her end ( XXXX ) When I referenced the XXXX  Rewards system, she dismissed its relevance to XXXX credit evaluation ( XXXX ) She even questioned whether my XXXX  request ( on XX/XX/XXXX ) was made with a real person XXXX. Consequences XXXX. I incurred over {$100.00} in late fees due to missed payments I would have made if I had access to my new card information XXXX. I was unable to access card details via the app for over a week XXXX. I lost credit-building benefits through the XXXX  Rewards program XXXX. I spent significant time calling, following up, being placed on hold, and being misinformed or dismissed by multiple agents Chase automated this entire upgrade process, yet I was left to deal with all the consequences. 

XXXX. Why This Feels Unfair XXXX. This was my first credit card, and I selected Chase because I believed in its commitment to supporting customersespecially new ones like myself. I even left positive feedback early on, trusting that the upgrade would go smoothly. 

XXXX. Instead, Ive been passed around with contradictory information, no clear accountability, and no effort to address the harm caused meaningfully. It is difficult not to feel that, as an international student and young credit user, I have been treated with less urgency or importance than customers with more lucrative profiles. 

I remain hopeful that Chase will take this complaint seriously and act to correct what has been a profoundly frustrating and financially harmful experience. 

Sincerely, Chase XXXX

Company response to consumer: Closed with explanation