Consumer complaint received 2022-12-28
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: Didn't receive advertised or promotional terms

Complaint:
I received an introductory bonus offer in the mail for a Chase Freedom credit card. I attempted to apply online twice, but I received a system error code both times. I called customer support to inquire, and they recommended making an in-branch appointment. I made my appointment at the XXXX XXXX branch in XXXX, CA. I brought my introductory bonus flyer with me at the time of enrollment and clearly instructed the agent I was only applying for the gas introductory offer of 5 % back on up to {$6000.00} in purchases during the first 12mo. from account opening. I was assured by the agent my bonus would be applied both during and after enrollment.

After approximately 1-2 months of purchases and payments toward my account, I noticed I was not receiving the proper rewards back. I was only earning the minimum 1 % back on my gas purchases, which made up nearly all of the expenses on the card. Again, I only applied for this card to earn the introductory gas offer because those are the primary charges I would be making on this account. I attempted to call customer and card member services to resolve the issue, and nothing was done to assist. I spoke to numerous agents all claiming to have created a " case number '' to resolve the matter, but ultimately there was no changes made. I was instructed my next best option was to visit my local branch again to see if the original enrollment could better assist. 

I made an appointment with my local branch to speak with my agent and updated her on the situation. She was greatly surprised to hear that I was not receiving the rewards and even informed me she had signed up numerous clients for the same credit card/intro offer; worried they might not be receiving the proper rewards as well. She called customer service both on my behalf and together in a joint conference-call to resolve the issue. We were informed a new case would be made and I would receive notice in the mail of the outcome within two weeks. After receiving the letter response, again I was informed nothing could be done to resolve the issue. I called the service number to inquire more information as to why, and I was informed that the Marketing department could not confirm the intro offer I was expecting to receive ; therefore, they would not honor it. If I still had the offer, I was instructed to send it in via secure message on my Chase app and " [ They ] will be happy to review [ my ] account and take the appropriate action ''. 

Unfortunately, my enrollment agent kept the original offer letter I had received after assuring me I would not need it anymore. I then had to search online for the original offer letter and promptly sent in all information I found via the Chase app messaging service. After 24 hours, I received a response which again stated the offer would not be available for my account. I have attached the same intro bonus I provided to Chase. To be clear : it is not the physical offer I received in my mailbox because my enrollment agent kept that, but this is the same intro offer I was applying for, and Chase marketing agents claimed did not exist.

Company response to consumer: Closed with explanation