Consumer complaint received 2019-03-19
Company: JPMORGAN CHASE & CO.
State: AZ
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:
Please see the following : I applied for a new account for a Chase Southwest Airlines card after being told by a representative promoting the card at the airport kiosk that I would be eligible for the bonus points even though I had a Southwest card in the name of another business. They stated that since its a different taxpayer ID and completely different corporation, I would be eligible for the promotion. After applying and spending the the required amount I receive a postcard in the mail from Chase saying I'm not eligible for the bonus. After multiple attempts to explain the case to Chase, they never addressed the deceptive practice of telling a customer they are eligible to convince the customer to sign up for a card they otherwise would not have signed up for. Now, after spending the required amount and having another inquiry on my credit report and all the negative things corresponding with opening a new account, chase refuses to honor the XXXX point offer. There are only two explanations, either Chase is deceptive or Chase is incompetent in training the staff.

I just request that Chase honor the promotion and stand by the info given by their representative aggressively marketing their card at the airport kiosk. Thank you. 

XXXX XXXX, Chase Card # XXXX XXXX Dear XXXX, Please be aware of the following : a ) you did not address an agent of Chase and Southwest provided what you are now deeming incorrect information. I asked and was specifically told that I was eligible for the bonus because the account was for a different business all together. If you do not stand by this, then this account was opened under fraudulent pretenses. I will have no choice but to file a CPFB complaint if you do not address this issue. 

b ) even in this email below you provided inconsistent information. another representative stated that it was 24 months from receiving a bonus. You state its 24 months from an account closure date. It is clear Chase has no idea and its representatives and agents are poorly trained.

c ) if this was clear, there would have been NO way I would have opened another Chase account. There are only two options here, either Chase is deceptive or incompetent. In either case the customer who's now spent nearly 10,000 on this card should be granted what was promised. 

Please response within 24 hours so we both can avoid the CPFB process. 

XXXX -- -- -ORIGINAL MESSAGE -- -- - Hello XXXX XXXX My name is XXXX and I am an Account Manager within our Secure Message Center. It is my pleasure to assist you on your Southwest Reward credit card. We understand your rewards are important to you. I will be happy to provide additional information.

We are sorry you went back and forth with Chase and Southwest. We have found that you recently had a Southwest Business account. In order to be approve for another account bonus offer you would have to wait 24 months from the date the account was close. We understand you would like for us to honor your request, unfortunately we would not be able to honor the bonus offer. We hope you understand this decision is the same for all cardmembers. 

If you have any questions or concerns, please call us anytime. 

We appreciate your business and thank you for being a Chase customer. 


Sincerely, XXXX Chase Email Servicing XXXX Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- XXXX:XXXX Spoke to multiple Chase and Southwest employees regarding the denial of the XXXX promotional points. The last call was with XXXX. Chase had requested a message from SWA stating that the kiosk person at the airport promoting the chase credit card gave incorrect information regarding eligibility for an additional card under a different tax ID. The message was that as long as the card was under a new SSN or Tax-ID then it would be eligible for the bonus points. It was under that pretense that I applied for the card ending in XXXX. Back and forth on the phone, Chase accused southwest employees of giving incorrect info, and Southwest has stated that those are actually Chase representatives that provided incorrect info. Nonetheless, me, your mutual customer applied and spent on a credit card that if I were given correct info, would not have done so. Therefore I am requesting that card XXXX be eligible for the promotional points as we have spent considerable money on this card already. Thank you. If you have other questions please listen to the phone call recorded with your representative XXXX in XXXX. 
Regards, XXXX XXXX

Company response to consumer: Closed with explanation