Consumer complaint received 2019-07-27
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:
This is the letter of dispute I sent to JPMorganChase : XX/XX/2019 XXXX XXXX XXXX, XXXX. 
XXXX XXXX XXXX XXXX XXXX, NJ. XXXX Account # XXXX XXXX XXXX   XXXX JPMorgan Chase Bank Executive Offices XXXX XXXX XXXX XXXX, OH XXXX Dear Sir or Madam : I am writing to dispute the fact that I applied for a XXXX XXXX XXXX offer ( XXXX bonus miles + {$250.00} statement credit ) and was given a totally different one ( XXXX bonus miles after spending {$2000.00} on purchases in the first 3 months ). 
I applied for the card online on XX/XX/2019. I was instantly approved with a credit line of {$11000.00}. 
Since you record all your customer calls, you will be able to verify that in the following days I called and was given reassurance that I had correctly applied to the XXXX + {$250.00} offer. 

On XX/XX/2019, XXXX XXXX, I called your Customer Service. After explaining that I had not been given the offer, the CS agent reiterated the fact that XXXX had the offer but that he did not know why it had not been honored. He indicated that he could file a complaint on our behalf, which we asked him to do. He informed us that it would take about 14 business days for us to get a reply. After filing it, we asked him to transfer our call to a supervisor, which he politely did. 
XXXX, who identified herself as a supervisor, answered the call. She immediately contradicted her CS agent and told us that XXXX had no such offer, but that it was XXXX XXXX who was offering such a deal. In the course of the conversation, our call was disconnected. I called again and this time, I spoke to XXXX, another CS supervisor. She contradicted what XXXX had told us and insisted that we had applied to the XXXX XXXX XXXX which was offering XXXX after {$2000.00}. At numerous times during our conversation, I repeated that I had not applied for the XXXX {$2000.00} offer, and that the XXXX + {$250.00} credit offer appeared in the process of us searching for airline tickets, which was what caught our attention. 
XXXX then told me we were given the XXXX {$2000.00} offer and there was nothing we could do about it. I asked her how was it possible that I was given a card I had not applied for without first informing me of that fact. I wasnt notified at anytime during the approval process that I was only being approved for the XXXX {$2000.00} offer and not the XXXX {$250.00} credit offer which I had applied for. We were not given the option to approve or decline. 
I asked XXXX to provide me with the contact information of the Complaint Department, which was above her, and she denied me the information telling me that there was no department higher than her and that all she could do was offer me what the first CS agent had offered us. I went on the inform XXXX that a complaint had already been submitted. 
On XX/XX/2019, I again called your CS department and I was basically told the same as before, but this time the CS agent specifically said that we had not been approved for the XXXX + {$250.00} credit offer and that was the reason why we were given the card with the XXXX {$2000.00} offer instead. Once again, I inquired why was this done without prior notification and without our approval. It was your obligation to inform us that we did not qualify for the XXXX + {$250.00} credit offer and then offer us the XXXX {$2000.00} offer and allow us the choice to accept or decline. I also asked the CS agent to give me the information to the Complaint Department and she refused to provide the information, that if we wanted to speak to a CS supervisor she would transfer my call but otherwise she wasnt giving me the information I requested. 
Finally, she did transfer me to a CS supervisor, who apologized for the hard time I was given. She repeated what the CS agent had told me about not qualifying for the offer we applied for and graciously gave me the information I requested in order to submit my complaint to your executive offices. 
I have enclosed copies of the website images of the offer we applied for and highlighted the statement : {$250.00} Statement Credit This product is not available to either ( i ) current Cardmember of this credit card, or ( ii ) previous Cardmembers of this credit card who received a new Cardmembers bonus for this credit card within the last 24 months. I do not have or have ever had THIS credit card. 
I thank you beforehand for your prompt consideration, investigation and resolution of this matter. 
Sincerely, XXXX XXXX XXXX, XXXX.

Company response to consumer: Closed with explanation