Consumer complaint received 2021-10-11
Company: JPMORGAN CHASE & CO.
State: TX
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:
On XX/XX/2021, I purchased a XXXX {$4200.00} flight ticket with the intention to utilize the XXXX Chase XXXX offer of {$0.00} plan fees and no interest on travel purchases. The offer ended XX/XX/2021. Thankfully, XXXX transaction posted to my account by XXXX XXXX but I was unable to apply the offer and create a plan which was odd since its a travel purchase. I immediately contacted Chase customer service and was told some purchases are not eligible for the offer even though I could apply the offer to other travel transactions. I was upset. I didn't fully understand it but I thanked them and hung up. 

On XX/XX/XXXX, I noticed I was able to apply the My Chase Plan to the XXXX transaction which completely confused and upset me since the offer had passed since and would mean paying the fees for the plan. I called customer service again and this time their explanation was different after speaking with a supervisor. They can not determine where to put certain transactions until the billing cycle closes. I thanked the supervisor and sent a secure message via the Chase Banking app to the customer service that same morning, explaining I will be reporting them to CFPB since they provided misleading information and nowhere was it mentioned in the offer online or via email about waiting for your statement cycle to close to determine the eligibility for the My Chase Plan. 
I have family members that purchased tickets and got the XXXX Chase XXXX as soon as it posted to their account. Why offer a promotion knowing the statement cycle has to close before it can be applied? 

On XX/XX/XXXX, I received a voicemail from an employee at the Chase XXXX XXXX saying she'll be reviewing my case. On the XXXX, she confirmed ( in summary ) the transactions NEED to be posted but DO NOT NEED to reflect on your statement before it's applied. This didn't resolve my issue because, I want the offer I was denied! 
I called back to explain again since my issue wasn't resolved. This took most of my morning. The agent apologized and said she'll do a thorough investigation and get back to me asap. 
On the XXXX of XXXX, I called to get an update, no response. I left a message indicating I will be applying the My chase plan since my statement balance was due. 
I finally received a voicemail XX/XX/XXXX with a no resolution resolution. Basically, apologized for the misunderstanding and provided some confirmation that when the statement cycle closes that finalizes the charges that they can not determine where to put certain charges until the statement closes? So, if I bought my ticket XX/XX/2021 this would have been the same issue, missing out on an offer. It makes no sense! This is XXXX! if this information was stipulated in the offer, I would have avoided buying the ticket and saved my money. Now XXXX expected to pay fees Chase should waive!

Company response to consumer: Closed with monetary relief