Consumer complaint received 2023-06-18
Company: JPMORGAN CHASE & CO.
State: NJ
Product: Credit card or prepaid 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:
XX/XX/2023 - Preapproved and accepted for Chase United Explorer Card with {$250.00} statement credit off first statement ( screenshot of offer from this date ) Called chase to confirm before using card that {$250.00} statement credit would apply to first statement, representative confirms yes Booked flight on card XXXX statement : {$250.00} statement credit did not come off first statement after first purchase Called chase and inquired about my promotional statement credit. Claim was escalated for review. 

XX/XX/2023 decision received by mail, account isnt eligible for the offer I requested, even though it was offered to me at preapproval XX/XX/2023 called chase and told them I have documentation of the statement credit offer I received, asked where to send it. Was instructed to send a secure message in chase mobile app. Representative from chase told me what to write and said they will be able to update my offer. 

XX/XX/2023 sent secure message with a screenshot dated XX/XX/XXXX, demonstrating that I was preapproved with an offer to receive {$250.00} off my first statement credit. Asked them to please update the offer on my account to reflect the one I was promised at the time I applied for the card. told I would receive a response within 1 business day. 

XX/XX/2023 received a response : We're sorry that we've been slow in responding to the message you sent to us between XX/XX/XXXX and XX/XX/XXXX through chase.com or the Chase Mobile app. We resolved the technical issue that delayed us. We are working to respond to your message, though it may take us about two weeks. If the matter is urgent, please resend the message. 

XX/XX/2023 - 12 days from initial inquiry, I received this response : Hello XXXX, Thank you for contacting us about your UnitedSM Explorer Card. I'll be happy to review your request. Many of our promotional offers are only available for a limited time. Regrettably, the account is not eligible for the new offer you requested and the original bonus offer will remain on your account. We apologize for any inconvenience. XXXX, we reviewed your credit card account and confirmed that you'll receive XXXX bonus miles after you spend {$3000.00} on purchases in the first 3 months from account opening. Charges must post by XX/XX/2023 to be eligible for the bonus. Our records show you haven't met these requirements yet. If you meet these requirements, we'll post the bonus to your account 6 to 8 weeks after the billing cycle in which you qualify. You'll be eligible for the bonus as long as : - You haven't received a new cardmember bonus on this type of account in the past 24 months. - Your account is open and not in default when we post the bonus. Purchases do not include balance transfers, cash advances, travelers checks, foreign currency, money orders, wire transfers or similar cash-like transactions, lottery tickets, casino gaming chips, race track wagers or similar betting transactions, any checks that access your account, interest, unauthorized or fraudulent charges, and fees of any kind, including an annual fee, if applicable. Each month within seven business days from the credit card statement date, we transfer the miles earned to the primary cardmember 's XXXX account. For information about the miles you have earned or how to redeem them, sign in to your XXXX account at united.com or the United mobile app. We appreciate you being a Chase customer. Thank you, **please note that the screenshot proving that I was offered {$250.00} off statement credit was not acknowledged in their extremely delayed response** XX/XX/2023 since chase claimed some promotional offers are only for a limited time, I responded with the following inquiry : Hello, I would like to know what precise date the promotional offer for {$250.00} off the first statement credit ended. I would like to compare the date I was pre-approved for the {$250.00} statement credit to the date the promotion period ended. Please respond timely. Thank you for your help. 

XX/XX/2023 Chase responds, but does not provide the dates of the alleged limited promotion : XXXX XXXX, We certainly understand your concern about the new cardmember bonus offer. XXXX, while I want to help you and make sure that your request is immediately taken care of, certain requests must be handled by specialized teams. This helps us provide you with customized solutions and better service. 

XX/XX/2023 Chase responds and is now claiming that even though I was offered the promotion originally, that it may change or cancel at any time. They also state they can not provide a start or end date ; despite previously claiming that it was a limited time offer. With no start or end date I am led to believe that this promotion is ongoing and I am being given different information from different representatives. Their response is as follows : XXXX XXXX, Thank you for contacting us. We appreciate the opportunity to assist with the New Account Bonus Offer for United ( SM ) Explorer Card. My name is XXXX and it's my pleasure to review your request. XXXX, sign-up offers are promotional. As a result, they may change or cancel. Multiple sign-up offers may be marketed for the same product in overlapping timeframes, via different communication channels. Some sign-up offers may be marketed to targeted groups of customer, versus the general public. Accounts automatically received the sign-up offer applied for. We do not guarantee any sign-up offer can be changed. Each sign-up offer will be subject to eligibility requirements. We can not provide a start or end date for the {$250.00} statement credit offer. The offer you accepted and received a confirmation page during the application process is XXXX bonus miles after you spend {$3000.00} on purchases in the first 3 months from account opening. You have until XX/XX/2023 to meet the required spend. We understand this is not the response you were hoping for. We hope you will understand all inquiries of this kind are handled uniformly, to ensure the equal treatment of our customer base. We appreciate your business and thank you for being a Chase customer. Please contact us anytime with questions or concerns. 

Upon further research, many chase card holders are on various websites saying that Chase never gave them their sign on offer that was promised, their deceitful marketing campaigns have hurt more people than just myself. The proof I submitted of my offer has been ignored, my claims have been mishandled throughout and they continue to scam consumers with no consequences.

Company response to consumer: Closed with explanation