Consumer complaint received 2020-03-10
Company: JPMORGAN CHASE & CO.
State: MA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
I received a Chase/Visa offer via emailed link on my XXXX XXXX XXXX credit card where the registered cardholder must spend {$500.00} or more directly with XXXX XXXX or XXXX XXXX resorts on their XXXX XXXX  XXXX credit card from XX/XX/XXXX through XX/XX/XXXX. I registered for this offer on XX/XX/XXXX, and have proof of registration. On XX/XX/XXXX, I fulfilled the requirements of this offer by making a US {$770.00} purchase directly at the XXXX XXXX XXXX XXXX in the XXXX XXXX. In line with the offer details, I waited for the {$250.00} statement credit to post to my account within 6-8 weeks this never occurred and I am still waiting for the {$250.00} statement credit to post to my account as of today 's date XXXX XX/XX/XXXX ). 

I contacted Customer Service on XX/XX/XXXX and was told by a representative that my request would be forwarded to the Marketing Department who would perform an investigation and I would receive the results of the investigation in the form of a letter within 7-10 business days. On XX/XX/XXXX, I received a letter from Card Services - the letter makes no reference to any investigation and goes on only to state the terms and conditions of the promotion which are not disputed. This letter addressed none of my concerns raised in the previous phone conversation with Customer Service. 

I contacted Customer Service again after receiving the letter on XX/XX/XXXX and spoke with a Supervisor who I explained the situation to and who was apologetic. She explained that this would be forwarded back to the Marketing Management Team for escalation and that I would receive a call back from a Supervisor in 3-7 business days with resolution to the matter. 

On XX/XX/XXXX, I contacted Customer Service again due to the fact that I had not received any calls or correspondence regarding this matter from anyone at Chase. Again, the matter was raised to a Supervisor who was apologetic and stated would contact the Marketing Department and ensure that a Supervisor in the Marketing Department would call me back no later than Saturday, XX/XX/XXXX with resolution to the matter. 

Subsequent to my XX/XX/XXXX phone call with Customer Service, I inquired of XXXX XXXX   regarding this issue to see if they would be able to help expedite resolution of this matter with Chase. They stated via email that the matter is being handled by Chase and I should direct further inquiries to Chase. 

After once again not receiving the call back with resolution to the matter from a Supervisor in the Marketing Department, I contacted Customer Service again on XX/XX/XXXX. I again, explained the situation to a Supervisor who was apologetic and stated that they had followed up again with the Marketing Management Team. He also stated that they were working to resolve the matter and could provide no timeline for resolution. 

Due to the lack of progress and no timeline for resolution, on XX/XX/XXXX, I sent an email to the Chase Executive Offices outlining the situation and demanding a temporary credit be applied to my account immediately since it was at least 5 weeks overdue. No such action was taken, however, I received a phone call from XXXX in the Executive Office who stated that she was investigating the matter and that I would receive a phone call back in approx. one week with resolution to the matter. 

On XX/XX/XXXX, I contacted XXXX in the Executive Office at Chase because I had not received a call back. She stated that the matter had been escalated with Visa and that I would receive a phone back in approx. one week with resolution to the matter, but told me that she has 30 days to respond XXXX which I believe is a Chase internal policy? ). I reminded her that I had been waiting 14 weeks for my {$250.00} statement credit to post - significantly exceeding the terms of the offer which I had registered for and fulfilled. XXXX offered XXXX bonus XXXXXXXX XXXX XXXXXXXX rewards points for my inconvenience associated with the continued follow up required on my part to get this matter resolved. I accepted, but again reminded her that I had been waiting 14 weeks for the statement credit that was at most supposed to post to my account in 8 weeks and expected resolution as soon as possible. 

On Tuesday, XX/XX/XXXX, I received a phone call from XXXX in the Chase Executive Offices. She stated that this matter had been resolved with Visa, confirmed that she agreed I had qualified for the offer, and stated that the {$250.00} statement credit would be applied to my account on XX/XX/XXXX. She cautioned me that this may take 1-2 business days following XX/XX/XXXX to appear on my account. XXXX stated that this matter was resolved and my case was closed, however, I told her that I would be calling her if I did not receive the {$250.00} statement credit by XX/XX/XXXX. 

It is now XX/XX/XXXX, which is approximately 16 weeks from when I initially fulfilled the terms of this offer. I have had contact with chase on approximately 12 separate occasions over 8 weeks regarding this matter. I have promised that it will be resolved on many occasions, however, this case/issue still remains outstanding and unresolved. 

I am filing this complaint with the CFPB to, once again, demand that Chase issue a {$250.00} statement credit to my account immediately due to the fact that I have fulfilled the terms of the offer on their cobranded credit card ( which they have confirmed ). 

Unfortunately, this is my last resort after months of frustration with nothing to show for it. I have never had a worse customer service experience with a credit card company in my life. I am Chase customer over multiple products, including 3 credit cards which cost me over {$640.00} in annual fees, and will be reevaluating my current and future financial relationships with Chase as a result of this extremely poor customer service experience.

Company response to consumer: Closed with monetary relief