Consumer complaint received 2022-06-04
Company: JPMORGAN CHASE & CO.
State: AZ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
I have a Chase Aeroplan card that I had applied for few months back in XXXX  The key feature of this new credit card is to provide customers with joining bonus of two XXXX XXXX XXXX XXXX XXXX once a spending threshold of {$4000.00} has been reached on the card. The core issue here is Chase not honoring this joining bonus despite I having spent more than {$4000.00}, and within the dates communicated by the company to me. 


Details and Timeline : I had lost my card in the month of XXXX, and I requested Chase to replace the card. After more than a week had elapsed, I called Chase on XX/XX/XXXX and enquired about the new card. Chase told me they would send a new card again and expedite the card delivery this time around. I also asked about the date till when I need to make all purchases totaling up to {$4000.00} to meet the joining bonus requirements. I was explicitly told to make all purchases by XX/XX/XXXX and they will take care of this. I again called on XX/XX/XXXX just o confirm and before I was about to use Chase card to make few purchases including a flight ticket. It was again reiterated by Chase customer executive that if you make all purchases by today ( XX/XX/XXXX ), you are all set. I went ahead and made purchases including a {$390.00} flight ticket. I had now spent more than {$4000.00} onto the card and by XX/XX/XXXX and expected Chase to honor the joining bonus for two XXXX XXXX XXXXXXXX XXXXt certificates. 


Post XX/XX/XXXX is is when all the pain starts. I called Chase on XX/XX/XXXX evening and enquired if the joining bonus for XXXX flight certificates has been credited. There was no clear answer. I was passed around 7 customer executives including few supervisors. I was initially told that I had to make all the spending by XXXX, and they have no call notes to suggest I could make spending by XX/XX/XXXX. It took me close to XXXX hours that day just to keep reiterating and to request review of the 2 calls I had made to Chase on XX/XX/XXXX and XX/XX/XXXX. There was a huge pushback and passing around that was not expected. After complaint was taken, I was also clearly told that I would receive a callback within XXXX hours to let me know of the outcome. I did not receive any callback whatsoever. I again called on XX/XX/XXXX ( this was a XXXX minute call ) to enquire about the issue. I had to explain everything all over again and I was told the request has been denied and a letter sent. No further explanation about call review was provided. No clear answer as to why I did not receive any call was provided. I re-escalated and asked them to kindly look into this again and with a lens of good customer service. I called again today on XXXX XXXX and was told the request is being denied. This time, the reasoning has differed. A new reason being provided is that one of the charges ( for {$390.00} at XXXX ) is showing up in Chase systems as having been done on XX/XX/XXXX. Something Chase team should have paid more attention on their own is that a reason for this transaction being communicated as XX/XX/XXXX by XXXX is because XXXX is based out of XXXX and always quotes XXXX time and not XXXX time. I would have expected Chase team to be able to infer this at their end and not for me to tell them. And Chase did send me clear emails stating purchases were going through on XX/XX/XXXX. So they did know about it. I am attaching here the documentary proofs and emails that Chase sent itself on XX/XX/XXXX indicating transactions being approved and purchases going through. This is amongst the worst customer service experience anyone could go through for a thing that can be done right with the customer with not much effort.

Company response to consumer: Closed with explanation