Consumer complaint received 2026-05-05 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: CA

Complaint narrative:
Issue : Incorrect rewards redemption rate on transferred Ultimate Rewards points + Failure to disclose material impact before executing irreversible transfer over phone Cardholder XXXX Spouse / Receiving Cardholder : XXXX DESCRIPTION OF ISSUE : I hold a Chase Sapphire XXXX credit card, which advertises 25 % more value ( XXXX cents per point ) when redeeming XXXX XXXX points for travel through the Chase XXXX XXXX. My spouse, XXXX, also holds a Chase Sapphire XXXX card. On XX/XX/year>, at approximately XXXX XXXX Pacific Time, I called Chase customer service to combine household XXXX XXXX points. During this ~15 minute call, the representative executed a transfer of approximately XXXX points from my account XXXX to my spouses account XXXX using Chases official Combine Points / household transfer feature. These XXXX points were fully eligible for XXXX cents per point ( XXXX ) redemption on Chase XXXX under my Sapphire XXXX account prior to the transfer. Following the transfer, my spouses Sapphire XXXX account now shows two separate point buckets : Original points : XXXX correctly redeeming at XXXX cents per point ( XXXX ) Transferred points : XXXX incorrectly redeeming at only XXXX cent per point ( XXXX ) This results in a direct financial loss of approximately {$270.00} in travel redemption value. The transferred points lost their XXXX eligibility despite moving into another Sapphire XXXX account a card with the same tier and identical advertised benefits. FAILURE TO DISCLOSE AND OBTAIN INFORMED CONSENT : The transfer was executed verbally over the phone by a Chase representative during the XXXX XXXX call. At no point during the call did the representative : 1. Disclose that transferred points would be treated as a separate point bucket in the receiving Sapphire XXXX account 2. Inform me that the XXXX points would permanently lose their XXXX Chase XXXX redemption rate upon transfer 3. Explain any financial impact or difference in redemption value resulting from the transfer 4. Seek my explicit acknowledgment or consent after explaining these material impacts This transfer is IRREVERSIBLE Chase does not allow transferred points to be returned or reversed. Given this irreversibility, the failure to disclose the redemption rate impact before execution is particularly egregious. Had I been informed that XXXX points would permanently lose their XXXX redemption value, I would not have authorized the transfer. While Chases cardmember agreements may be available online, I was not in a position during a phone call to review all terms in real time. When a transaction is executed verbally by a Chase representative especially an irreversible one there is a reasonable expectation and standard duty of care that the representative discloses all material impacts and obtains informed consent before proceeding. During the second call, the supervisor indicated that the terms regarding transferred points redemption rates are available in the Chase portal. However, at the time of the transfer ( XXXX XXXX Pacific ), I was conducting the transaction verbally over the phone and was not simultaneously logged into the portal to review terms. The executing representative made no reference to any portal terms, and did not direct me to any specific disclosure before completing the irreversible transfer. Availability of terms in a portal does not substitute for active disclosure by a representative executing an irreversible verbal transaction. During the second call at approximately XXXX XXXX Pacific on XX/XX/year>, the supervisor explicitly acknowledged a process gap agreeing that the executing representative should have explained the terms and material impacts before completing the transfer over the phone. Despite this acknowledgment, the supervisor offered no personal remedy or compensation for my situation, only stating that the feedback would be passed to the team for future process improvement. I am not a future customer in this context I am an already-impacted customer who suffered a {$270.00} financial loss due to the very process gap the supervisor acknowledged. Acknowledging the failure without remedying the harm to the affected customer is insufficient

Company response to consumer: Closed with non-monetary relief