Consumer complaint received 2022-10-14
Company: JPMORGAN CHASE & CO.
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
My previous complaint was closed yet I did not receive sufficient information. The details of my complaint were ignored and not addressed. Every time I have contacted Chase the specifics of the case have been ignored and Chase did not make an attempt to address them. I would like my complaint to be thoroughly read and responded to. I have quoted and clarified what I would like addressed. 

The purchase that would have taken me well over the requirements of the bonus as outlined in the offer details provided by Chase, was made on XX/XX/2021, XXXX XXXX  from the XXXX XXXX. That is the exact day that the credit was used to make the purchase. At the time that the purchase was made the credit, in the amount of the purchase, was no longer available to me to spend and the date of the purchase on the receipt states XX/XX/2021. To me, that means that the purchase was made. If I can not spend that money and it was given to the XXXX XXXX in exchange for a good then a purchase was clearly made. 

How is it that my credit can be used, as in, unavailable due to the purchase made. But this purchase does not count until it is posted? There was no mention of this being a stipulation in the offer details. 

How is it that I may have a receipt of a purchase with the date " XX/XX/2021 '' a purchase in the amount that takes me over the {$7500.00}. For which the credit was made unavailable at that exact moment of the purchase on my end. How is it that this purchase does not count because of a post date that has nothing to do with when I made the purchase on my end? 

The offer details make no mention of the posted date of the transaction. They make no specifications about when the merchant decided to post the purchase, only that the purchase was made. Direct quote from the offer details : To qualify and receive your bonus, you must make Purchases totaling {$7500.00} or more during the first 3 months from account opening. 

It was difficult for me to make these purchases on time for the goal for the following reason : ( I thought this was irrelevant to the case initially, but perhaps it may help to clarify the credit issue I keep trying to get addressed ) First, waited for specific tech to come out. Second, I would make a large purchase online for an item that I would pick up in store. Only to find that the stores stock was not properly updated online ( busy, near the holiday season during tech sales ). The store was out of stock on the item I bought. A purchase totaling over {$1700.00}. This happened AGAIN with another high priced purchase at a DIFFERENT online store! What are the odds. My credit limit was {$5000.00}. The purchases needed to be returned to the credit card, this took days. With such a low credit limit I was forced to wait before I could make a different purchase for a similar item that WAS in stock. Therein lies the problem. You see, even if I do not have the item, the seller still has a hold on my credit. This is not something that can be planned for on my end and has nothing to do with when I made the purchases on my end. Nonetheless, I was able to make the large purchase that took me well over the {$7500.00} on XX/XX/2021. XX/XX/2021 was the day that the credit was used and made unavailable to me. 

Please explain this to me in detail. I have a receipt that the purchase was made XX/XX/2021. At this same time the credit in the amount of the purchase, was unavailable for me to use. This is the definition of a credit card purchase. What does the merchant post date have to do with anything? 

Below is a copy of what I sent and their response : I signed up for a Chase Business account and credit card. There was a bonus of {$750.00} if {$7500.00} was spent on the credit card within the first XXXX months of opening the account. Chase bank was gracious enough to extend my time frame to XX/XX/2021. Which I was very grateful for and made all of the purchases I needed to make fulfilling the requirements of spending {$7500.00} in order to get a {$750.00} bonus before XX/XX/2021. However I was denied the bonus. I contested the denial of my earned bonus and denied again. The investigation letter states that the purchases were not made in time to qualify for the bonus ( XX/XX/XXXX ). However, as I outlined above, that is not the case. 
The purchase that would have taken me well over the requirements of the bonus as outlined in the offer details provided by Chase, was made on XX/XX/2021, XXXX XXXX from the XXXX XXXX. That is the exact day that the credit was used to make the purchase. At the time that the purchase was made the credit, in the amount of the purchase, was no longer available to me to spend and the date of the purchase on the receipt states XX/XX/2021. To me, that means that the purchase was made. If I can not spend that money and it was given to the XXXX XXXX in exchange for a good then a purchase was clearly made. 

The offer details make no mention of the posted date of the transaction. They make no specifications about when the merchant decided to post the purchase, only that the purchase was made. Direct quote from the offer details : To qualify and receive your bonus, you must make Purchases totaling {$7500.00} or more during the first 3 months from account opening. 

Chase card services response : In reviewing your transactions that posted by XX/XX/2021 the spend of {$7500.00} was not met. The transaction for XXXX was authorized on your account on XX/XX/2021 at XXXX XXXX XXXX and posted to your account on XX/XX/2021. This transaction can not be used towards the spend. Therefore we are unable to award the New Account Bonus Offer. 
Internal FR I have absolutely no control over when the merchant decides to post the purchase. I only have control over when I make the purchase. Some purchases can take a few weeks to post, even if I already have to item purchased, the credit was used and I already paid the credit card bill early. It seems to me that Chase bank is benefitting, unfairly from a loophole they imagined. I reiterate, the offer details make no mention of posted date. 
The many secure message exchanges clearly display how chase card services ignored my questions and inquires about this decision and responded with generic responses designed to stonewall me on the matter.I have receipts and documentation to support all of these claims and records of secure message exchanges with Chase card services. 
Thank you for your time and consideration Best Regards, XXXX XXXX Their Response : The spending goal was not met in the required time frame Reference Number : XXXX Dear XXXX XXXX : We are responding to your inquiry about the new account bonus offer for your credit card account ending in XXXX. We appreciate the opportunity to assist you. 
The enrollment offer for your account was earn to XXXX bonus points after you spend {$7500.00} on purchases in the first XXXX months from the account opening. 
We apologize for the inconvenience, but we can not add XXXX points to your account because you did not meet the spending goal in the required time frame. 
The account was opened on XX/XX/2021. You had until XX/XX/2021, ( 115 days ) to meet the spending requirement. We have enclosed copies of the statements from XX/XX/2021 to XX/XX/2021 for your reference. On your account statements under Account Summary, it shows total purchases from : XX/XX/2021, to XX/XX/2021 : {$2000.00} XX/XX/2021, to XX/XX/2021 : {$510.00} XX/XX/2021, to XX/XX/2021 : {$130.00} XX/XX/2021, to XX/XX/2021 : {$3900.00} Regrettably, you did not meet the spending requirement as your total purchases were {$6600.00}. We respectfully decline your allegation that we are benefitting from a loophole. We go by the transaction date, which is when the merchant requests authorization of the funds. We show the XXXX transaction for {$1100.00} took place on XX/XX/2021, and posted on XX/XX/2021. Unfortunately, this transaction took place after the deadline of XX/XX/2021. 
We realize this may not be the outcome you wanted, but we reviewed your concerns carefully and look forward to continuing our relationship with you. 
If you have questions about this issue, please call XXXX at XXXX, extension XXXX. We accept operator relay calls. If you have questions about other issues, please call us at the number below. 
Our office is available Monday through Friday from XXXX XXXX. to XXXX XXXX and Saturday from XXXX XXXX. to XXXX XXXX 
XXXX XXXX. 
Sincerely, XXXX XXXX XXXX XXXX XXXX Fax ; it is free from any Chase branch XXXX chase.com cc : Consumer Financial Protection Bureau, Complaint ID XXXX Enclosures : XXXX, XXXX, XXXX and XX/XX/2021 Statements XXXX XXXX XXXX XXXX XXXX XXXX de la XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, comunquese con nosotros llamando al XXXX, de lunes a viernes de XXXX XXXX. a XXXX XXXX. XXXX XXXX de XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. 
. 
ID XXXX XXXX I look forward to continuing my relationship with Chase Bank, however I do expect my concerns to be addressed and my questions to be answered going forward. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with non-monetary relief