Consumer complaint received 2021-05-19
Company: JPMORGAN CHASE & CO.
State: WI
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:
On XX/XX/2020 I called the Chase reconsideration line and was approved for the Chase United Explorer card. The card offer at the time was that you had to spend {$3000.00} to receive XXXX bonus points. The original end date of spending given my signup bonus date would have been XX/XX/2020. I had heard, following a Chase press release that some new card applicants could get an extension for the time required to earn the signup bonus ( XXXX bonus points ). I called on XX/XX/2020 and XX/XX/2020. I spoke to a representative who said that an extension had been approved until XX/XX/2020. I was very thankful for this extension, however I was able to meet the minimum {$3000.00} spend requirement by early XXXX. I called Chase back after this time, where the representatives verified that I met the spend requirements under the new extended terms and would be receiving my points in upcoming billing cycles. Between the time I qualified and XX/XX/XXXX, I called again to verify that everything posted and was in order to receive these points. I was again told that everything was good and that I should just wait a few billing cycles after XX/XX/XXXX to watch for them in my account. Using this information, I gave it some time and finally called Chase again at the end of XXXX ( XX/XX/XXXX ). An agent verified that I met the spend requirements and resubmitted the request for me to receive the XXXX bonus points. Shortly after this request was submitted, I received a response in my Chase account that the request has been denied because I did not meet the offer requirements. I immediately called Chase and gave the representative the dates that I was told about my extension, as the representative was not aware of any such extension. The agent seemed to disregard this information, so I asked to speak with a supervisor. The supervisor was much more receptive and informed me that these call logs could be pulled and that Chase would review them. If the information in the calls matched what I said, that could be verified and I would have met the terms then. I did not hear anything for a while and decided to follow up on this review. I called Chase again and was told that while the agent told me that I would be given this extension, that agent would be given " retraining '' but Chase would stand behind what this agent said. The Chase representative said that I should not have relied on what the agent said, even though subsequent agents could also see that this extension was in place. Chase informed me that they do not stand behind all information that their own customer service agents give even if that information is used to make financial decisions, like it was in this case. As a XXXX XXXX, this experience with Chase has been incredibly disheartening, especially in encouraging friends and family to sign up for the United Explorer card. This customer service experience has been appalling and I don't know how a company would react in this way.

Company response to consumer: Closed with non-monetary relief