Consumer complaint received 2023-11-10
Company: JPMORGAN CHASE & CO.
State: CA
Product: Credit 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:
Over the summer, I received an offer to sign up for the Chase XXXX XXXX XXXX XXXX XXXX XXXX. My name is XXXX XXXX and I have a strong credit score and I am a long time XXXX XXXX XXXX 

The offer included a bonus of XXXX miles and XXXX XXXX XXXX XXXX, and expired in XXXX XXXX. 

I have been able to sign up for the card and get the XXXX XXXX, but NOT the XXXX XXXX XXXX and I feel that I have received a Bait and Switch offer. With an annual fee of {$520.00}, this is not a cheap credit card. 

Here is what happened, trying to get a response from Chase has been difficult, they have failed to meet several of their own deadlines. I have enclosed a copy of of this offer that I received to this complaint, and I have also enclosed a record of the communications that I have had with Chase via the Chase secure message center. Note that I have also made multiple phone calls, spending several hours trying to chase this down. As I indicated, I feel that I have been the victim of Bait and Switch tactics. 

XXXX, XXXX : Received offer for XXXX XXXX XXXX XXXX with XXXX XXXX and XXXX XXXX upon meeting the spending threshold. 

XXXX XXXX : Using the link provided in the offer, I signed up for the card. I did not see the exact offer I received in the mail, so I called XXXX to make sure it was still valid and that I could still get the offer. 

XX/XX/XXXX : I called on XX/XX/XXXX at XXXX and spent exactly XXXX minutes on the phone with the Chase phone representee. The agent instructed me that likely a mistake had happened in the system and that I should sign up for the card and then once I met the criteria, call back and request the offer. I felt that response was strange, and I explained that I felt that was a janky solution, but the rep assured me that it happened frequently and was no big deal. He also indicated that calls were recorded, so there would be a record of the call. I am happy to submit these phone records, but also understand that Chase saves these phone calls as well. It was a male that I spoke with. 

XX/XX/XXXX : I wasnt sure about the information that I received, so I called back and decided to ask the same question. I called on XX/XX/XXXX at XXXX and I spent XXXX minutes again on the phone with the Chase rep. This time it was a women, and she told me the exact same thing : Sign up for the card, then make a request for the missing points once I met the spending criteria. 

XX/XX/XXXX : I received my cards in early XXXX and quickly met the criteria ( I will spend {$150000.00} a year on my card ). I therefore called on XX/XX/XXXX to ask for the missing PQP points. I was told that it should be a big deal and I should expect the points soon. 

XX/XX/XXXX : A few days later, I received a note in my account saying that I was not eligible for the offer, with no further explanation nor details. This was directly contradictory to the offer I received, and the information that the ( XXXX ) Chase phone reps gave me. I was very frustrated and called back and asked to speak with a XXXX. The date was XX/XX/XXXX and the call was at XXXX. At that point, I was told to upload the offer that I received via the Chase App, which I did. 

I have since received several messages via the Chase secure message center, some of which are conflicting ( see attached ). But the worst part is, I still have heard nothing and have no resolution. 

In a message dated XX/XX/XXXX, I was told We are working with XXXX and have submitted your account for review..and Please allow up to 30 days for resolution. 30 days have passed and I have had no response. 

In a message received on XX/XX/XXXX, I was told You should receive a response within 5 days. It is XX/XX/XXXX and I have received NOTHING. 

In a message received XX/XX/XXXX, I was told your previous message is being reviewed No response to that one either. 

I have attached these communications and highlighted the important facts. Please see attached. 

Please note that I am simply asking for the XXXX XXXX XXXX points. I did receive the XXXX points, BUT NOT the XXXX PQP that are stated in the offer. 

This has been a very frustrating and I hope that Chase has not pulled a Bait and Switch on me, especially given the multiple times I have tried to ask questions and fix the problem. Call me anytime on my cell at XXXX.

Company response to consumer: Closed with explanation