Credit card -- Other features, terms, or problems -- Complaint #7592424
Complaint Overview
Complaint ID: 7592424
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: Georgia
ZIP Code: XXXXX
Date Received: 2023-09-22T12:00:00-05:00
Date Sent to Company: 2023-09-22T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/XXXX I contacted Chase to ask if I could transfer XXXX reward points from my Chase Sapphire Card to my Chase Marriott card and close my Sapphire Card. Chase account rep said it would not be a problem. Two days later, the transfer was not completed and the points were returned to my closed account. I was not notified by Chase that the transfer did not go through and I didn't catch this until XX/XX/XXXX. I contacted Chase and they said I had 30 days to use my points on a closed account. I explained that I closed the account based on the advice of the Chase account rep and would never have closed the account with XXXX points. I spoke with XXXX in XXXX. I then followed up with XXXX in XXXX on XX/XX/XXXX, XXXX and XXXX on XXXX, XXXX on XX/XX/XXXX, and finally XXXX on XX/XX/XXXX. Everyone was extremely nice and everyone said they would handle it because it was obviously a Chase mistake. The follow up from each phone call was sporadic and extremely slow. XXXX was the only one that actually said she would call me with a response and she did. I then forwarded my concerns to Chase Executive in XXXX and was turned down by XXXX due to my request being over 180 days old. I explained I have been dealing with their customer service for well over 180 days. I then filed a complaint with the Better Business Bureau and spoke with two more Chase Executive employees in XXXX. Both said they could not do anything due to it being over 180 days. Bottom line, I closed my account solely based on the advice from the original Chase representative. Chase did not fulfill their commitment and I was not notified of their failure. When I contacted Chase about this problem, I was then misled by 5 employees, over a 6 month period, that felt Chase would be able to correct their mistake. Mistakes happen. In my eyes, this appeared to be such an easy fix for Chase that would not cost them a dime to correct and regain a loyal 20 plus year customer. Boy was I wrong.
Frequently Asked Questions
What is Complaint #7592424 about?
Complaint #7592424 was filed against Jpmorgan Chase & Co. regarding Credit card specifically about Other features, terms, or problems. It was received by the CFPB on 2023-09-22T12:00:00-05:00.
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.