Consumer complaint received 2023-09-13
Company: JPMORGAN CHASE & CO.
State: NJ
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:
I am writing to file a formal complaint against Chase Bank regarding their failure to provide the promised bonus offer upon meeting the requirements for the Chase Freedom Credit Card. I believe that Chase has engaged in unfair and deceptive practices by not fulfilling the offer stated on their official website during my application process. 

On or around XX/XX/2023, I applied for a Chase Freedom Credit Card through the official Chase website. The website clearly displayed the New Card Member Offer, stating that I would earn a {$200.00} bonus after spending {$500.00} within the first XXXX months of opening the account. The offer was a significant incentive for me to choose Chase as my credit card provider, and I proceeded with the application based on this offer. 

After diligently using the Chase Freedom Credit Card and spending well over the required {$500.00} within the specified timeframe, I noticed that the promised bonus was not credited to my account. Concerned about the discrepancy, I promptly contacted Chase 's customer service department via email to inquire about the missing bonus. 

To my surprise, the response from Chase 's customer service team was highly unsatisfactory. They claimed that the offer I mentioned was not included in the offers associated with my card. However, I applied for the credit card through the official Chase website, where the {$200.00} bonus offer was prominently displayed. It is perplexing and misleading that Chase would advertise an offer on their website and then deny its existence when customers meet the stated requirements. 

Despite my attempts to seek clarification and a clear explanation as to why I was deemed ineligible for the bonus, Chase failed to provide a satisfactory response. Instead, they closed the inquiry without addressing my concerns adequately. As a new customer who followed the prescribed application process and relied on the information provided by Chase, I believe that their conduct is unfair, deceptive, and in violation of consumer protection regulations. 

In light of the aforementioned circumstances, I kindly request that the Consumer Financial Protection Bureau investigate this matter thoroughly. I urge Chase to rectify the situation by honoring the promised bonus offer and providing a clear explanation for their misleading advertising practices. Additionally, I request that appropriate action be taken against Chase to prevent similar incidents from occurring in the future and to ensure fair treatment of all consumers. 

Enclosed with this complaint, please find relevant documentation, including screenshots of the Chase website displaying the bonus offer, as well as copies of email correspondence with Chase 's customer service department. 

Thank you for your attention to this matter. I trust that the Consumer Financial Protection Bureau will take appropriate action to address this issue and protect consumer rights. I look forward to a prompt resolution and a satisfactory outcome. 

Yours sincerely,

Company response to consumer: Closed with explanation