Consumer complaint received 2021-03-31
Company: JPMORGAN CHASE & CO.
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Confusing or misleading advertising about the credit card

Complaint:
I received a Chase cash back promotion on my freedom credit card, which I activated to receive 5 % cash back when using the card at gas stations or home improvement centers XXXX which the website says includes large and small hardware centers ) between XXXX - XX/XX/30. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- I'm planning a home renovation project where I'll be spending a few XXXX dollars at a local hardware store in my area called Herringtons XXXX. I primarily wanted assurance from Chase that these purchases would receive the discount. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- On chase.com for the related credit promotion, I reviewed the FAQ on what determines a merchant falling within a particular rewards program. It states the following, which implies that it relies mainly on the merchant codes : " Merchants who accept Visa/Mastercard credit cards are assigned a merchant code which is determined by the merchant or its processor in accordance with Visa/Mastercard procedures based on the kinds of products and services they primarily sell. We group similar merchant codes into categories for purposes of making rewards offers to you. Please note we make every effort to include all relevant merchant codes in its rewards categories. However, even though a merchant or some of the items that it sells XXXX appear to fit within a rewards category, the merchant XXXX not have a merchant code in that category. When this occurs, purchases with that merchant wont qualify for reward offers on purchases in that category. Purchases submitted by you, an authorized user, or the merchant through third-party payment accounts, mobile or wireless card readers, online or mobile digital wallets, or similar technology will not qualify in a rewards category if the technology is not set up to process the purchase in that rewards category. '' -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Another FAQ for what is included in XXXX XXXX XXXX states : " Merchants in the home improvement stores category specialize in selling a variety of home improvement supplies, from larger home improvement stores to smaller hardware stores. Merchants that sell a wide variety of general goods which XXXX include home improvement supplies, for example, warehouse clubs, discount stores, or grocery stores, are not included in this category. Also, merchants that specialize in home furnishings, garden and landscaping supplies are not included. '' -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- The promotional email that I received, and the Chase website, link you to a list of home improvement merchants under " Examples Of Home Improvement Stores ''. Since Herringtons Hardware was not listed here XXXX but other similar size competing hardware stores were listed XXXX, I contacted a chase representative to clarify that my purchase would comply since the list was showing " Examples '', and not the definitive list of stores. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- When I spoke to a rep, he informed me that only merchants on the " Examples '' list would receive the special rewards promotion, and that my purchase would fall into the 1 % rewards program, regardless if XXXX XXXX shared the same merchant code with the other merchants on the " Examples '' list. I called twice, I got the same response, and complained to the reps that this information is misleading and confusing, and was a tactic on the promoter 's part to get me to use my card more often at stores that seem to fall within the home improvement category. At the very least, they should not site stores as " Examples '' if this is the definitive list of stores. I was given apologies, but no resolution to my problem. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Based on all I read on the website ( sited above ), the promotion makes it seems that most standard hardware stores, sharing the same merchant code, would be included in the rewards program. This is not the case. Also, labeling the definitive list as " Examples '', is just wrong and deceiving, especially when coupled with other statements about categories being based on merchant codes ( and not a definitive list of merchants XXXX. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Only until I called customer service, did I learn that my hardware purchase would not comply with the special promotion, nor would my purchase be based on the merchant code like XXXX FAQ stated, but solely based on the list of merchants found under an Example 's List. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- This is false advertising. The misleading information on the website is meant to encourage you to use the card more often, causing XXXX to believe they will obtain the 5 % promotional award when in fact they XXXX just earn the standard 1 %. The bank knows the exact details of the promotion, but refuses to make it obvious to the consumer via their website. Not a smart tactic in my opinion. I have lost my trust in this bank 's promotions and credit card system.

Company response to consumer: Closed with explanation