Consumer complaint received 2019-08-16
Company: JPMORGAN CHASE & CO.
State: CA
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:
Hi : I applied and was approved for a co-branded XXXX   XXXX XXXX Card from Chase on XX/XX/2019. According to their terms & conditions, I was to receive XXXX XXXX XXXX XXXX within 60 days of account opening to my XXXX XXXX XXXX. ( please see the paragraph from the terms & conditions below ) I contacted Chase customer service department and was told by their representatives, supervisors and managers that I would not qualify for that benefit due to their erroneous interpretation of their terms. The matter was escalated to their Executive Offices. The team lead " XXXX '', who after her research, assured me that her customer service department and her own team members did not interpret their own terms correctly and I would receive the XXXX XXXX XXXX XXXX   within 60 days of account opening which would have been XX/XX/2019. 
As we are more than 1 month past that date, I've left 3 messages for XXXX without any response. I have stayed at XXXX XXXX during the last month and missed out on the additional benefits of a Platinum member because I didn't not get those XXXX XXXX XXXX. 
Anything assistance you can offer to help me secure those credits promised by their terms would be much appreciated. Additionally, there seems to be a pervasive misunderstanding of their own promotional terms within their entire team. 
Thank you. 


Earn XXXX  Bonus Points : Eligibility for this product : The product is not available to either : current cardmembers of the XXXX XXXX Premier credit card ( also known as XXXX XXXX XXXXXXXX ), XXXX XXXX   XXXX  credit card ( also known as XXXX XXXX   Premier Plus ), XXXX XXXX XXXX credit card, or previous cardmembers of the XXXX XXXX   Premier credit card ( also known as XXXX XXXX   Premier ), XXXX XXXX XXXX credit card ( also known as XXXX XXXX Premier Plus ), or XXXX   XXXX XXXX credit card, who received a new cardmember bonus within the last 24 months. 
If you are an existing XXXX XXXX   Premier or XXXX XXXX  Premier customer and would like this product, please call the number on the back of your card to see if you are eligible for a product change. 

Eligibility for the new cardmember bonus : The bonus is not available to you if you : are a current cardmember, or were a previous cardmember within the last 30 days, of XXXX XXXX XXXX XXXX XXXX ( also known as The XXXX XXXX XXXX Credit Card from XXXX XXXX ) ; are a current or previous cardmember of either XXXX XXXX XXXX XXXX XXXX Card ( also known as The XXXX XXXX XXXX XXXX Credit Card from XXXX XXXX ) or XXXX XXXX XXXX XXXX XXXX Card ( also known as the XXXX XXXX XXXX XXXX XXXX XXXX Card ), and received a new cardmember bonus or upgrade bonus in the last 24 months ; or applied and were approved for XXXX XXXX XXXX XXXX XXXX Card ( also known as The XXXX XXXX XXXX XXXX Credit Card from XXXX XXXX ) or XXXX XXXX XXXX XXXX XXXX XXXX ( also known as the XXXX XXXX XXXX XXXX XXXX XXXX Card ) within the last 90 days. 
New cardmember bonus : To qualify and receive your bonus, you must make Purchases totaling {$3000.00} or more during the first 3 months from account opening. ( " Purchases '' do not include balance transfers, cash advances, travelers checks, foreign currency, money orders, wire transfers or similar cash-like transactions, lottery tickets, casino gaming chips, race track wagers or similar betting transactions, any checks that access your account, interest, unauthorized or fraudulent charges, and fees of any kind, including an annual fee, if applicable. ) After qualifying, please allow up to 8 weeks for bonus points to post to your XXXX XXXX account. To be eligible for this bonus offer, account must be open and not in default at the time of fulfillment. If your account is not open for at least 6 months, XXXX and Chase reserve the right to deduct the bonus points from your XXXX XXXX account. 

Earning Bonus Points : Rewards Program Agreement : For more information about the XXXX XXXX XXXX   card rewards program, view the latest opens in a same windowRewards Program Agreement. We will mail your Rewards Program Agreement once your card account is established. If you become a Chase Online customer, your Rewards Program Agreement will also  be available after logging in to opens in a same XXXX. 
How you can earn points : You'll earn points when you, or an authorized user, use a XXXX XXXX credit card to make purchases of products and services, minus returns or refunds. Buying products and services with your card, in most cases, will count as a purchase ; however, the following types of transactions won't count and won't earn points : balance transfers, cash advances and other cash-like transactions, lottery tickets, casino gaming chips, race track wagers or similar betting transactions, any checks that access your account, interest, unauthorized or fraudulent charges, and fees of any kind, including an annual fee, if applicable. 6 points ( 6X points ) : You'll earn 6 points for each {$1.00} spent on qualifying purchases made at participating XXXX XXXX locations. Go to opens XXXX XXXX for a list of participating XXXX XXXX locations. You will only receive the accelerated earn of 6 points for each {$1.00} spent from the credit card program. Additional points received under the XXXX XXXX  program for stays at participating XXXX XXXX locations will be earned in accordance with the terms and conditions of the XXXX XXXX program. XXXX is responsible for ensuring all participating properties are correctly reported to Chase for cardmember earn on XXXX XXXX purchases. 2 points ( " 2X points '' ) : You'll earn 2 points for each {$1.00} spent on all other purchases. Information about earning/transferring points to XXXX XXXX : Points earned during a billing cycle will be automatically transferred to XXXX XXXX after the end of each billing cycle. Points expiration : The points transferred to your XXXX XXXX account won't expire as long as there is card earning activity or other qualifying earning or redemption activity every 24 months. If your card account is closed, you'll lose the points in your XXXX XXXX account if you don't have any other qualifying earning or redemption activity every 24 months. For details on this points expiration policy, visit opens XXXX XXXX. Losing points : You'll immediately lose all points that haven't been transferred to XXXX XXXX if  your card account status changes, or your card account is closed for program misuse, fraudulent activities, failure to pay, bankruptcy, or other reasons described in the terms of the Rewards Program Agreement. All XXXX XXXX terms and conditions apply, available at XXXX XXXX. 

Points Don't Expire Program Requirements Your points will not expire as long as you remain an active member in the XXXX XXXX Program. You remain active by doing one or more of the following during any 24-month period : ( a ) have an eligible stay at a participating property ; ( b ) earn XXXX XXXX  Points by using a XXXX XXXX   Visa Credit Card for purchases ( note that paying the credit card annual  membership fee is not considered purchase activity ) ; or ( c ) otherwise earn XXXX XXXX Points or miles in accordance with the XXXX XXXX Program terms and conditions. Purchases are when you, or an authorized user, use the card to make purchases of products and services, minus returns or refunds. Buying products and services with your card, in most cases, will count as a purchase ; however, the following types of transactions won't count and won't earn points : balance transfers, cash advances, travelers checks, foreign currency, money orders, wire transfers or similar cash-like transactions, lottery tickets, casino gaming chips, race track wagers or similar betting transactions, any checks that access your account, interest, unauthorized or fraudulent charges, and fees of any kind, including an annual fee, if applicable. If you do not remain an active member, then XXXX XXXXy reserves the right, in its sole discretion, to close your XXXX XXXX account without notice to you. In the event your XXXX XXXXXXXX account is closed, all unredeemed points in your XXXX XXXX account will be forfeited. 

Free Night Award : Please allow up to 8 weeks from your account anniversary date for your Anniversary Free Night Award E-Certificate to be automatically deposited in to your XXXX XXXX Account. Account anniversary date is the date that is twelve months after your account open date, and the same date each twelve months thereafter. Your Anniversary Free Night Award is valid for a one night hotel stay at a property with a redemption level up to 35,000 points. You are responsible for all incidental charges such as parking fees, and payment of mandatory resort fees at properties where resort fees are charged. For the list of participating hotels where you can redeem the 35,000 points, log on to XXXX XXXX or call the XXXX XXXX number on the back of your card. Your e-certificate may not be combined with cash or other XXXX XXXX points when redeeming for your free night, and may not be transferred, extended beyond expiration date, or re-credited for points. Each  Anniversary Free Night Award issued will have an expiration of 12 months. To qualify for the Anniversary Free Night Award, your account must be open and not in default on your account anniversary date. Offer and Anniversary Free Night rules and regulations are subject to change. Chase is not responsible for  offer fulfillment. Annual fee applies. For pricing details, please see Pricing & Terms opens in a same window. 

Redeeming Points for Free Nights : The number of XXXX XXXX points needed for a standard Free Night Award starts at 7,500 points. Refer to XXXX XXXX for all reward redemption values. 

Automatic XXXX XXXX Status : You will automatically receive XXXX XXXX  Status each account anniversary year as a cardmember ( Account anniversary year means the year beginning with account open date through the anniversary of your account open date, and each 12 months after that ). Please allow up to 8 weeks from account open date for your initial XXXX XXXX Status award to be applied to your XXXX XXXX account. To qualify for and maintain XXXX XXXX Status your account must be open and not in default. If you do not qualify for XXXX XXXX status as a cardmember, in order to receive XXXX XXXX benefits you must qualify for XXXX XXXX Status under the terms of the XXXX XXXX program. Only one XXXX XXXX Credit Card account per XXXX XXXX member ( XXXX XXXX member must be the primary cardmember on that account ), is eligible for the XXXX XXXX Status award. JPMorgan Chase Bank, N.A. is not responsible for offer fulfillment or the provision of or failure to provide the XXXX XXXX benefits and services. 

XXXX XXXX XXXX Status : Each Account Anniversary Year you make purchases totaling {$35000.00} or more you will qualify for XXXX XXXX Status through XX/XX/XXXX of the following year. ( " Account Anniversary Year '' means the year beginning with your account open date through the first statement after the anniversary of your account open date, and each twelve billing cycles thereafter. ) Purchases are when you, or an authorized user, use the card to make purchases of products and services, minus returns or refunds. Buying products and services with your card, in most cases, will count as a purchase ; however, the following types of transactions wont count and wont earn points : balance transfers, cash advances, travelers checks, foreign currency, money orders, wire transfers or similar cash-like transactions, lottery tickets, casino gaming chips, race track wagers or similar betting transactions, any checks that access your account, interest, unauthorized or fraudulent charges, and fees of any kind, including an annual fee, if applicable. Please allow up to 8 weeks after qualifying for the XXXX XXXX Status award to be applied to your XXXX XXXX account. To qualify for and maintain XXXX XXXX Status your account must be open and not in default. If you do not qualify for this bonus offer, in order to receive XXXX XXXX benefits you must qualify for XXXX XXXX Status under the terms of the XXXX XXXX   program. Only one XXXX XXXX XXXX Credit  Card account per XXXX XXXX member ( XXXX XXXXy member must be the primary cardmember on that account ) is eligible for the XXXX XXXX Status award. JPMorgan Chase Bank, N.A. is not responsible for offer fulfillment or the provision of or failure to provide the  XXXX XXXX benefits and services. 

XXXX XXXX XXXXt Credits : Upon opening your Card Account, a maximum of XXXX XXXX XXXX credits will be credited to your XXXX XXXX member account within 60 days. On or before XX/XX/XXXX of each subsequent calendar year, a maximum of XXXX XXXX XXXX  credits will be credited to your XXXX XXXX member account operated by XXXX XXXX , XXXX. in accordance with XXXX XXXX   terms and conditions. To be eligible to receive the XXXX XXXX XXXX credits with this Card, you must be the primary cardmember, your Card Account must be open as of XX/XX/XXXX of the prior year, and you must have an active XXXX XXXX member account linked to your credit card account. This benefit is not exclusive to credit cards offered by Chase. A maximum of XXXX XXXX XXXX   credits will be awarded through this benefit per XXXX XXXX program member account even if the member has more than one Credit Card linked to their XXXX XXXX account. When your XXXX XXXX   member accounts are merged, if both accounts have received XXXX XXXX XXXX credits, only one XXXX XXXX XXXX   Credit will remain. Separate promotional offers of XXXX XXXX   credits will not count towards this per-account maximum but may have their own limits, see promotional terms at time of offer. Chase is not responsible for offer fulfillment or the provision of or failure to provide the stated benefits and services.

Premium On-property Internet Access : For primary cardmembers only, available at Participating XXXX XXXX  hotels. For details, see  XXXX XXXX. Chase is not responsible for offer fulfillment. 

Concierge Service : Cardmembers are responsible for the cost of any goods or services purchased through XXXX XXXX XXXX. 

XXXX XXXX Credit Cards are available to US residents that have a valid permanent home address within the 50 United States or the District of Columbia only.

You agree that when you apply for a XXXX XXXX credit card and for as long as you maintain an open account, your relationship with JPMorgan Chase Bank, N.A. Member FDIC, or other credit card issuers of XXXX XXXX , XXXX. may be disclosed to other XXXX XXXX credit card issuers.

The Contactless Symbol and Contactless Indicator are trademarks owned by and used with the permission of XXXX, XXXX. 

XXXX XXXX PROGRAM INFORMATION Points accrued and awards issued are subject to the terms and conditions of the XXXX XXXX  program. Refer to XXXX XXXX for complete terms and conditions of the XXXX XXXX program, including all redemption values. Terms and conditions of the XXXX XXXX program may be modified and services and benefits may be added or deleted at any time without notice to Cardmembers. Individuals whose request for a credit card are not approved will not be enrolled in the XXXX XXXX program through this offer, although existing XXXX XXXX memberships will not be affected. Additional authorized users will not be enrolled in the XXXX XXXX program as a result of this offer. XXXX XXXX points awarded through the use of the authorized users card will only be credited to the Primary Cardmembers XXXX XXXX account. 

Associates of XXXX XXXX , XXXX. and its subsidiaries will only receive the accelerated earn of 6 points for each dollar spent at participating hotels from the credit card program and will not receive additional points under the XXXX XXXX Program for stays at participating XXXX XXXX   locations.

Accounts subject to credit approval. Restrictions and limitations apply. XXXX XXXX XXXX  credit cards are issued by JPMorgan Chase Bank, N.A. Member FDIC. Offer subject to change.

Company response to consumer: Closed with non-monetary relief