Consumer complaint received 2017-01-04
Company: JPMORGAN CHASE & CO.
State: DE
Product: Credit card
Issue: Rewards

Complaint:
I have been an account holder with JPMorgan Chase Bank, N.A., since XX/XX/XXXX when I applied for the Chase XXXX credit card, a cashback rewards credit card which is popular among young people like myself. After doing extensive research online and considering multiple options for a rewards credit card to open, I settled on the Chase XXXX because of an offer which I found posted on JPMorgan Chase Bank 's website, & lt ; XXXX ;, as well as throughout the internet on various forums. This offer, as stated on Chase 's website, is as follows : " {$150.00} Bonus after you spend {$500.00} on purchases in your first XXXX months from account opening ''. You can see this offer in my attached screenshot, dated XX/XX/2016 when I initially reached out to Chase customer service. This offer was my primary motivation for applying for the Chase XXXX credit card from this company. The offer that they extended is what enticed me to apply ; i.e., I risked a hit to my credit score and accepted all of the risks and benefits of owning this credit card based on the assumption that I would be rewarded for using it responsibly and spending at least {$500.00} in my first XXXX months of account opening. The only " offer details '' provided on Chase 's website state that " [ The {$150.00} bonus ] is not available to either ( i ) current cardmembers of this credit card, or ( ii ) previous cardmembers of this credit card who received a new cardmember bonus for this credit card within the last XXXX months. '' It further states that to be eligible for this offer, " account must be open and not in default at the time of fulfillment. '' Please see my second attached screenshot for these terms in plain text. 

Today is XX/XX/XXXX and to date I have not received this {$150.00} XXXX in any form, including statement credit or " XXXX '' points. I met all of the offer terms provided by Chase on their website. I was a new cardmember in XX/XX/XXXX, and my account has never been in default. In fact, I have never made a late payment on this or any credit card. I also spent over {$500.00} in purchases during my first XXXX months of account opening. I have now reached out to Chase customer service via telephone and secure online message to inquire about my missing XXXX. Their response has been to deny that any bonus offer was associated with my application that was received by them. In other words, they consider the {$150.00} Bonus offer to be specific to some customers and not to others. This is contradictory to the offer terms stated on their website, which I have quoted and captured via screenshot. I have also received emails from Chase stating if I refer a friend to use the XXXX card, they will receive the {$150.00} Bonus. 

The latest message from Chase customer service, dated XX/XX/XXXX, provides this rationale : " Unfortunately, a current promotion can only be applied to an account if the premium was requested within the first 90 days following account opening. Therefore, I am unable to fulfill your request. '' This is also contradictory, as the {$150.00} Bonus was only available after spending {$500.00} on purchases within the first XXXX months ( 90 days ), plus an additional " XXXX to XXXX weeks for bonus points to post to your account. '' Therefore, how could one be reasonably expected to inquire about a promotion within XXXX days when the time needed for the Bonus to appear on an account is at least XXXX days plus XXXX to XXXX weeks additional time? 

A powerful financial services company like Chase can not be allowed to engage in such blatant fraudulent practices without repercussion. This is bait-and-switch and it is entirely dishonest and greedy. It saddens me to think of how many other customers have fallen prey to Chase 's shady practices. I am filing my complaint with CFPB as a plea to hold Chase accountable to the terms they set forth. Chase must follow through on the promises advertised on their website with the {$150.00} Bonus offer.

Company response to consumer: Closed with explanation