Credit card -- Other features, terms, or problems -- Complaint #19692846
Complaint Overview
Complaint ID: 19692846
Company: Jpmorgan Chase & Co.
Product: Credit card
Sub-Product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-Issue: Problem with rewards from credit card
State: New York
ZIP Code: 11213
Date Received: 2026-02-22T12:00:00-05:00
Date Sent to Company: 2026-02-22T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/year>, I accidentally applied for the Chase Sapphire XXXX when I intended to apply for the Chase Sapphire Reserve. I called Chase the same day ( immediately ) to correct this. A representative told me they could cancel the application and upgrade my existing Chase Freedom XXXX to the Sapphire XXXX. I agreed, but was not informed that upgrading an existing card rather than applying for a new one means the customer does not receive the welcome bonus. I only discovered this after the call, while doing my own research. On XX/XX/year>, I called Chase again to explain the situation. A second representative acknowledged the error and told me they would cancel the Sapphire XXXX and downgrade my Freedom XXXX back to its original status, after which I could apply for the Sapphire Reserve as a new applicant in a few days. I followed these instructions. On XX/XX/year>, nothing had changed. I visited a Chase branch in person, where a banker told me a formal complaint needed to be filed because my application was not processing correctly. On XX/XX/year>, Chase customer service called me and I was told that because I had already applied for a Sapphire product, I am permanently ineligible to receive the Sapphire Reserve welcome bonus. I have never held a Sapphire Reserve and have never received any Sapphire Reserve welcome bonus. I was misled by two separate Chase representatives whose incorrect guidance directly caused this outcome. I am requesting Chase restore my eligibility for the Sapphire Reserve welcome bonus as a goodwill exception.
Frequently Asked Questions
What is Complaint #19692846 about?
Complaint #19692846 was filed against Jpmorgan Chase & Co. regarding Credit card specifically about Other features, terms, or problems. It was received by the CFPB on 2026-02-22T12:00:00-05:00.
How did Jpmorgan Chase & Co. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card) and describe your issue in detail.
Can I see other complaints against Jpmorgan Chase & Co.?
Yes, visit the Jpmorgan Chase & Co. company profile at readthecomplaint.com/company/jpmorgan-chase-co to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.