Consumer complaint received 2017-12-05
Company: JPMORGAN CHASE & CO.
State: OR
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:
The problem is that we earned a free night to the XXXX on our Chase XXXX credit card, and Chase has refused to honor what he earned. To recap : XXXX. Received letter dated XXXX XXXX, 2017 stating that if we spent {$6000.00} by XXXX XXXX, 2017, we would receive our reward of XXXX night stay at any XXXX. 
XXXX. On XXXX/XXXX/17, we called Chase and spoke to XXXX in Ohio office to verify this information was correct. 
XXXX. We then spent a total of {$6200.00} ( XXXX over the required XXXX ) by XXXX XXXX, and have the statements and payment records to show that. 
XXXX. On XXXX/XXXX/17 we called Chase and spoke to XXXX and XXXX and they both verified that yes, we had met the required minimum and would be receiving our award in XXXX weeks. 
XXXX. On XXXX/XXXX/17, we called chase and spoke to XXXX ( an account supervisor ) to find out where our awards were. She also confirmed that we should have received our free night certificates and said that they were both sent to XXXX and should have been posted by now. She said that she would resubmit our reward and that it should show up in a few days. 
XXXX. On Saturday XXXX, we received a call from a XXXX XXXX, who said he was a lead of escalation for Chase and said that we did not qualify for the free night and had not met the minimum and that he was giving us {$100.00} instead of the free night ( valued at close to XXXX ). We asked XXXX times to speak to a supervisor but were refused. He said the only thing we could do is to fax or mail our concerns to the corporate office. We told him that we had met the minimum amount, and in fact had spent over that amount. It did not matter to him, and he gave us no options. 
XXXX. On XXXX, we made XXXX attempts to contact the XXXX offices at and finally spoke to a customer service manager who said the only recourse we had was to send a fax. 
XXXX. On XXXX, we faxed you all the information that was requested including our statements showing that we had spent over the required amount of {$6000.00}. 
XXXX. On XXXX, we spoke with XXXX, who now claims that the reason you are refusing to honor our earned reward is that instead of calculating the amount spent from XXXX XXXX, 2017, you have now decided to calculate it from XXXX XXXX, 2017. At no time during our numerous conversations with your people regarding this issue, has this ever been stated. In every conversation we have ever had with you, it was always stated that the amount was calculated from XXXX XXXX, 2017 through XXXX XXXX, 2017. 
XXXX. We then sent another letter and fax to the XXXX offices again detailing our issue. We never received any response XXXX. XXXX weeks ago, we contacted our local bank branch manager, XXXX XXXX, and assistant manager, XXXX XXXX. The XXXX was embarrassed at how we had been treated by Chase card services. He stated that we have been good longtime customers and he would contact card services and work on our behalf. After XXXX weeks, he finally told us that bank card services was not going to do anything and that they are done dealing with this. He stated that he asked if he could just take the amount equivalent to a XXXX night stay from the bank side and put it in our account. He was told no. 
To conclude, XXXX ) We have fully complied with the terms of the offer, as we spent over {$6000.00} by XXXX XXXX. 
XXXX ) We did due diligence by contacting Chase several times prior to XXXX XXXX, 2017 to make sure that we understood the offer correctly and that we were complying with the offer. Every conversation with the CSRs assured us that we were. Chase has notes in our account verifying these conversations. 
XXXX ) No one at Chase bank ever stated that the {$6000.00} was to be calculated after XXXX XXXX. In fact, we were told several times that it was calculated from XXXX XXXX. 
XXXX ) We were told by a XXXX at Chase on XXXX XXXX, that yes ; we had fulfilled the terms of the offer and had spent over {$6000.00}. 
XXXX ) In several conversations, Chase has admitted to us that this was their mistake, and in fact, they put XXXX in points in our account " to compensate us for their error ''. However, since a night at the XXXX costs over XXXX, what they are giving us does n't begin to equal what we are owed.

Company response to consumer: Closed with non-monetary relief