Consumer complaint received 2017-05-07
Company: JPMORGAN CHASE & CO.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Confusing or misleading advertising about the credit card

Complaint:
This is concerning the  Chas e/   XXXX   XXXX   XXXX   XXXX  Card .  I applied for the card because they advertised a {$50.00} credit after using the card. I wanted to use it that same day to book my tickets with  XXXX . Due to the link not connecting with my new card, I was unable to use my card for that flight, and had to wait 10 days before card came in. I lost my good price on that flight and had to rearrange my entire trip so as to be able to afford to go at all due to the price continuing to rise on my original flight choice. I called Chase Customer Service, they told me that if I used my new card before    XXXX   XXXX  , 2017,  I would be able to receive my {$50.00} credit. Since the flight I booked was o n  XX/XX/XXXX , I used the Ch  ase/   XXXX    Card  to pay for my luggage. I waited for my {$50.00} credit, which never came. I called  Chase  again on    XXXX   XXXX  , 2017  @  XXXX  and spoke with  XXXX   XXXX  He assured me that by   XX/XX/XXXX , my Credit of {$50.00} would be applied to my card. Then I received a letter from Chase dated  XXXX / XXXX /17 t hat stated since I did not go through the " particular channel '' I would not be receiving the offer! I was trying to go through their " particular channel '' but it did NOT work. In addition, no where did I see on their advertisement that the credit would not be issued if certain steps were not followed. On   XX/XX/XXXX   at  XXXX   XXXX  ( after reading the letter ) I called and spoke with  XXXX  from Chase. She said nothing could be done because Marketing already denied the request. I told her that this was not acceptable. I was so upset, that I wound up cancelling the Credit Card. I filed a complaint for Chase with BBB. After filing complaint, on Friday,    XXXX   XXXX  , 2017,   XXXX   XXXX  from  Chase Executive  office got in touch with me. Chase said that their  Marketing Dept d enied my request for the {$50.00}, due to not following the " particular channel '' when I opened the Credit Card. So on Saturday   XX/XX/XXXX ,  I went to   XXXX   again to see exactly how the {$50.00} credit was worded on their website. I quote from their website : " {$50.00} statement credit Enjoy a {$50.00} statement credit after your first purchase with the  XXXX   XXXX   XXXX . If you make your first purchase today, your first purchase and statement credit will post on the same statement. '' It says nothing about having to follow a " particular channel '' in order to receive the credit, just says after your first purchase, which I made my first purchase on    XXXX   XXXX  , 2017. I was  of course very upset that they continue to deny what is rightfully mine from their own advertisement. I asked  XXXX   XXXX  for a phone number so that I could contact the  Marketing Dept my self. She told me that they do not accept phone calls from customers. This is definitely false advertisement and they should stand behind any advertisements they make.

Company response to consumer: Closed with explanation