Consumer complaint received 2019-08-25
Company: JPMORGAN CHASE & CO.
State: NY
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 recently started an online retail business that handles fulfillment through XXXX. I spend a significant amount of money on shipping labels with USPS and XXXX, but the transactions happen through XXXX 's backend. I have a Chase Sapphire Reserve card, and I liked the features, which piqued my interest in the Chase Business Ink Preferred card, which advertises 3x bonus points on shipping charges. Concerned that XXXX may not show up on my statement as a shipping purchase, prior to applying for the Business Ink Preferred Card, I asked customer service agents both over the phone and in person while applying for the card if XXXX would qualify for 3x points. I was told repeatedly that I can always call in to have points adjusted if something doesn't show up under the correct category, but there was absolutely no way for them to tell me before applying for the card. I was told specifically by a customer service agent that if something does not generate 3x points automatically they could " contact the marketing department, '' to have it corrected. 

Low and behold, after applying for and receiving the card, XXXX shipping purchases were NOT automatically generating 3x points. In the last month alone, I've spent thousands of dollars on shipping costs, which amounts to several hundred dollars worth of rewards points. 

I called Chase about this, as I was told they could adjust it, but now that I have already applied for the card I was told promptly that its up to how the merchant codes the purchase and there was nothing that could be done. I asked about contacting the rewards or marketing department, as I was told they would do prior to applying for the card, and they told me there is no way to do that. I asked to speak to a supervisor who told me there's no way to change anything and that I have no recourse. I asked for a way to forward invoices from XXXX to show all the shipping charges as line items. They told me there was no way to send an email nor is there anyone else I could contact. I asked again a couple of times and they told me I could submit screenshots of my bill through their " Secure Message Center '' on the website. 

I contacted Chase and I let them know that I felt defrauded. The ONLY reason I applied for this card was for those 3x rewards points on shipping purchases. I did not need another credit card nor a hard inquiry on my credit report. I felt like the process for disputing points was wildly misrepresented by their customer service agents. They granted me an adjustment for some of the shipping purchases. I sent a follow up message with a full account of all my shipping charges from XXXX, with both shipping charges listed as line items and the transaction information as it appears on my card, and they told me they would not adjust my points and there was nothing they could do. 

I feel as if I demonstrated a reasonable effort to clarify the concerns I had with their product before applying, and that Chase was neglectful at best, but more accurately deceptive, in not one interaction but several when selling me this card.

Company response to consumer: Closed with non-monetary relief