Consumer complaint received 2022-03-21
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:
I opened up a Chase Southwest Rapid Rewards XXXX Credit Card in XXXX when they had a promotional offer that stated, you received XXXX bonus points once hitting {XXXX} in purchases and an additional XXXX bonus points once hitting {XXXX} in purchases. In XXXX, I read through Rapid Rewards XXXX Card Rewards Program Agreement terms and conditions, as well as, took a look at Chase 's Website FAQ 's and Chase and Southwest Websites FAQ 's to understand what purchases would count towards the XXXX XXXX XXXX and XXXX XXXX XXXX. As per this link, https : //creditcards.chase.com/southwest/FAQ, under " Enjoying XXXX XXXX  Sooner '' it shows a graphic that includes what the cut off dates are for purchases for XXXX or XXXX XXXX XXXX. The chart clearly shows that purchases made on XX/XX/XXXX and XX/XX/XXXX count for the XXXX companion pass. I used this information to inform my purchases that I made XX/XX/XXXX knowing that they would count for the XXXX XXXX XXXX year. However, that was not the case. Chase deposited those points into my account for XXXX not XXXX, like their own FAQ states. Additionally, due to unforeseen circumstances, I had to return two items that would have dropped me well before the {XXXX} threshold for the bonus points. However, this did not remove the XXXX bonus points for hitting {XXXX} in purchases. According to Chase 's own FAQ website, https : //www.chase.com/personal/credit-cards/education/basics/how-refunds-and-returns-work-on-credit-cards # : ~ : text=Will % 20I % 20lose % 20my % 20reward, has % 20posted % 20to % 20your % 20account., under " Will I lose my reward points if I make a return? '' it states that " The rewards points earned through he purchase will be deducted from your point earnings ( which can include bonus points ) once the transaction has posted to your account ''. However, that was not the case. Chase did not return the XXXX points from XXXX and deposit them in XXXX for when I did actually hit {XXXX} in purchases. I called Chase several times throughout this ordeal to reach resolution, first in XXXX, then XXXX, XXXX, and XXXX. When I called in XXXX they escalated the issue to the marketing department that sent me a letter to call southwest to resolve the issue, which I previously did in XXXX and they told me to call Chase. Upon calling them to get clarification for the letter, I was told that Bonus Points do not count towards the returns, when in their own FAQ it clearly states that they do. As well as in their fine print under the Rapid Rewards XXXX Card Rewards Program Agreement under " Information about earning and transferring points and XXXX to Southwest Airlines '' it states " points are earned at the close of each monthly billing cycle, based on the purchases made during that billing cycle, PLUS ANY BONUS POINTS POSTED DURING THAT BILLING CYCLE, BUT MINUS AND RETURNS OR REFUNDS. '' This continues to state that bonus points are apart of the returns or refunds policy. Chase claims that there is nothing they can do because the points have already posted and that they did not make an error. But, based on the information presented to consumers, including myself, on two Chase websites and their own terms and agreements, my purchases on the XXXX should NOT have counted towards XXXX XXXX XXXX and my returns dipped me well below the {XXXX} threshold that they should have posted for XXXX XXXX XXXX. Based on the information presented to me by Chase, I made a consumer decision to buy an item on XX/XX/XXXX thinking it would post on my XXXX XXXX XXXX not for XXXX. However the information on their website is incorrect ( their customer service representative even agreed that the information is incorrect and misleading ). I have been told there is nothing Chase can do to correct the situation based on their misleading and incorrect statements online. I only selected this credit card offer to work towards a XXXX XXXX and unfortunately that was a promotion that was unrealizable because of misleading and incorrect information on behalf of the company.

Company response to consumer: Closed with non-monetary relief