Consumer complaint received 2023-06-07
Company: JPMORGAN CHASE & CO.
State: IA
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:
Dear Sir/Madam, I am writing to express my dissatisfaction with the recent experience I had while attempting to apply for a credit card at one of your Chase branch offices. I believe that the practices employed by Chase in this regard are unfair and potentially in violation of the Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) guidelines. 

On XX/XX/2023, I visited one of your branch offices with the intention of applying for a credit card as a second attempt. My first attempt was on XX/XX/2023. To my surprise, I was informed that the in-office application process was not available for the Chase Sapphire Preferred credit card, and I was encouraged to apply through your online portal instead. While I understand that online applications are a convenient option for many customers, I specifically chose to visit the branch in order to take advantage of the increased point bonus that was being offered for in-office applications. 

Despite the assistance of a banking representative at the branch, the issue could not be rectified, and I was unable to submit my credit card application in person. This led to unnecessary frustration and inconvenience for me, as I had to make two separate visits to the branch location in an attempt to complete the application process. Not only did this situation waste my time, but it also disrupted my schedule and caused unnecessary stress. 

It is deeply disappointing to learn that Chase 's systems prevented me from applying for the credit card in person, thereby denying me the opportunity to benefit from the additional point bonus of XXXX reward points. This discrepancy in application methods raises concerns about fairness and equality of treatment for customers. I believe that every customer should have equal access to promotional offers, regardless of whether they choose to apply in person or online. 

Furthermore, I would like to bring to your attention the potential violation of UDAAP guidelines. The Consumer Financial Protection Bureau ( CFPB ) established these guidelines to protect consumers from unfair, deceptive, or abusive practices by financial institutions. By denying customers the ability to apply in person for a credit card with an increased point bonus, Chase may be engaging in a practice that could be viewed as misleading or deceptive. 

I kindly request that you review and address this matter promptly. I believe it is in Chase 's best interest to rectify this situation by either extending the increased point bonus to customers who were unable to apply in person or by making the in-office application option available as intended. 

I appreciate your attention to this matter and trust that Chase, as a reputable financial institution, will take the necessary steps to ensure fair treatment of its customers. I look forward to a prompt resolution and your timely response. Thank you for your understanding. 

Yours sincerely, Chase Customer

Company response to consumer: Closed with explanation