Consumer complaint received 2021-09-22
Company: JPMORGAN CHASE & CO.
State: OH
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 has and continues to promote My Chase Plan, a program that is to allow no interest plans ( for a fixed monthly fee ) of purchases that exceed {$100.00}. Their website includes a section to create, see or calculate plans and includes a FAQ section about the program. During XXXX and XX/XX/2021 they specifically promoted My Chase Plan for travel purchases stating that for travel purchase plans made by XX/XX/2021, there would be no monthly plan fee applied. On XX/XX/2021, I had a travel purchase for over {$2300.00} post to my account. After the charge was posted, when I attempted to create a My Chase Plan, their website said there were no eligible purchases. Thinking maybe it would take a day or two to show as available, I continued to return to the website daily only to receive the same message. As I knew the promotion was ending on XX/XX/2021, I called Chase Sapphire Reserve customer service on XX/XX/2021 to ask for assistance in getting the plan set up. That is when I was told Chase determines if the purchase is eligible for My Chase Plan once the transaction posts. The representative did not know why my purchase was not eligible nor why it was being promoted for travel purchases on the website. She said all she could do was send an escalation for someone to contact me back by mail. As of XX/XX/2021 I had still received no response from Chase so to prevent the charge from being charged interest, I paid my account in full. Today I called Chase Sapphire Reserve customer service again. The representative said her record showed a letter was mailed on XX/XX/2021 but she could not see what the letter contained. All she could do was send another escalation saying I did not receive the letter. I said to her that even today, the use of My Chase Plan for travel purchase appears on my login screen and I want to know why it continues to be promoted. She expressed that she understood my frustration and related that the same has happened to her with purchases on her Chase card ( s ) where My Chase Plan was promoted then could not be set up. I was transferred to a supervisor who reiterated that the eligibility of a charge is not determined until the charge posts. I asked if she was familiar with the My Chase Plan portion of the website. She said she was. I stated the website FAQs state that the purchase has to be greater than {$100.00} and that cash advances and balance transfers are ineligible transactions but there are no footnotes to any of the FAQs stating what she said. This apparently upset her so after saying she was sending another escalation, she said " since you have no other questions about your account, I am ending the call, '' and hung up on me. I still have no information as to why the promoted offer was not applied to my purchase or why it continues to be promoted on my account login with false and misleading information. This bait/switch tactic continues to be used towards me and their own representative confirmed the exact same bait/switch has happened to her. I am attaching to this complaint a screenshot from the top of my own account today promoting the My Chase Plan for travel purchases as evidence of Chase 's marketing of the program.

Company response to consumer: Closed with explanation