Consumer complaint received 2020-11-18
Company: JPMORGAN CHASE & CO.
State: NY
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:
Chase Bank advertised to me a free night at a XXXX XXXX  if I spent {$15000.00} on my XXXX credit card. I spent the {$15000.00}. Chase now refuses to give the free night. 

In XX/XX/XXXX, I opened a XXXX credit card with Chase Bank. Ive maintained the account with Chase since that time. Last month, I was considering spending a substantial amount of money on my credit cards and began reviewing the benefits from spending on my Chase cards. 

When logged into my Chase account, I am able to see each of my credit card accounts. When I click a particular account number, the website pulls up an account summary page that show recent spending and options for that particular card. One of the options is Card benefits. ( Exhibit A. ) Clicking the Card benefits option pulls up a card-specific benefits page. On the page for my XXXX card, the top left corner shows a picture my credit card. The page advertises : XXXX, you have the power to travel farther, stay longer and experience a higher level of benefits. Get to know everything your card can do for you. 

Following that encouragement is a list of card benefits. One advertises : Earn an extra free night at any Category 1-4 XXXX hotel or resort if you spend {$15000.00} during your Cardmember anniversary year. ( Exhibit B [ emphasis added ]. ) In reliance on that advertisement, I spent {$15000.00} on my XXXX credit card from XX/XX/XXXX through XX/XX/XXXX. 

The free night never posted on my XXXX XXXX XXXX account. 

On XX/XX/XXXX at XXXX XXXX, I contacted Chase Bank by phone. The customer service agent assured me that I was eligible for the free night and that I should contact XXXX to see why it hadnt posted. I did so and XXXX informed me that Chase had never sent over the free night. I called Chase back at XXXX XXXX. Again, the agent assured me that I was eligible for the free night and the agent would forward the request to the marketing department. 

In early XX/XX/XXXX, I spoke with Chase by its websites secure message feature. XXXX, a senior service specialist, informed me that the additional night bonus is a benefit of the new XXXX XXXX XXXX credit card, not the XXXX credit card, which I have. Chase refused to give me the free night at XXXX that it had advertised. 

Chase is clearly advertising a benefit that they do not intend to honor. The Card benefits page attached as Exhibit B is a card-specific piece of advertising. The credit card pictured at the top left of the page is the XXXX card not the XXXX XXXX  XXXX card. ( Compare Exhibit B with Exhibit C [ Chase webpage showing the visual difference between the two ]. ) The advertisement on the page encouraged me, by name, to [ g ] et to know the benefits of your card, not another card I did not have. The free night benefit offers an extra free night if I spend {$15000.00} on my credit card, not another card I do not have. 

Given that I relied on Chases advertisement of the free night benefit in spending the {$15000.00} on my card, I am requesting an extra free night at any Category 1-4 XXXX hotel or resort or an additional 15,000 XXXX XXXX  XXXX points, which would be sufficient book a free night at a Category 4 XXXX hotel.

Company response to consumer: Closed with non-monetary relief