Consumer complaint received 2017-10-25
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/XXXX I received an email offer from Chase to apply for a Chase Freedom Card that offered a {$300.00} cash back bonus after purchasing {$500.00} within the first 3 months. We applied for the card, via the link in the email on XX/XX/XXXX and were approved. 

During the first month we purchased over {$500.00} and that first statement reflects a bonus of XXXX points, plus the bonus for adding an additional person to the account ( XXXX points ). I assumed that the additional XXXX points would be added after the 3rd billing cycle. 

After receiving the 3rd statement on XX/XX/XXXX and noting that the additional points were not added I called that same day and spoke with XXXX in Cardmember Services, explaining what had transpired. He told me, after quite a bit of time on hold, that I would be receiving a letter in the mail within a week letting me know where to forward the initial email offer ( that I still have ) to get this straightened out, not that he was calling me a liar, but that they would need to see the email. 

On XX/XX/XXXX I received a letter from XXXX XXXX in Card Services, stating that I am not eligible for anything but the original offer I applied for, which she stated was XXXX bonus points, which is incorrect. 

After receiving that letter I immediately called back to Cardmember Services and spoke to XXXX, who transferred me to a supervisor named XXXX. She put through a request to Marketing to have them get back to me to straighten this out, but she mentioned if Marketing did not resolve this matter for me I should fax all my information to the Executive Office and gave me the fax number to use. She said as a consumer herself, she would be just as upset as I am about this and would expect a correction to this mistake on Chase 's part. 

On XX/XX/XXXX XXXX called from the Marketing Department. He says there is nothing he can do about this because I first called on the 93rd day of the account being opened. If I had called within 3 months, then he could have fixed it. I called the same day I received the 3rd statement which is where I was expecting the additional XXXX points to be added to my account. 

Realizing I did n't have easy access to a fax, I found a phone number for the Executive Office to try to find an alternative way to start with them. I reached XXXX, who, listened to my problem, assigned a case number ( XXXX ), and told me a research analyst would be contacting me. On XXXX XXXX  called me to let me know she was assigned to my case. We discussed the case and the fact that I would be out of the country for the next 2 weeks but would be able to call back if she left detailed messages. 

On XX/XX/XXXX, XXXX called and left a voicemail stating that she reached out to Marketing, who said that I did sign up online and that the offer I signed up for was for {$150.00} cash back, not {$300.00} cash back, and that is what I received. That the {$300.00} cash back offer was targeted for specific customers that opened accounts in the branch and that was n't for me. 

I returned her call that day and left a voice message for her, letting her know that I still have the email I DID receive that they keep saying I did n't and asked for a call back. No response. 

On XX/XX/XXXX I called XXXX, again leaving a voice message that I would like a call back. Also no response. 

I am just trying to get the offer that was promised in the email I received.

Company response to consumer: Closed with non-monetary relief