Consumer complaint received 2019-08-22
Company: JPMORGAN CHASE & CO.
State: CO
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:
On XX/XX/2019, I applied for a United Club MileagePlus Card with a promotion to receive XXXX miles after spending {$4000.00} on purchases within the first three months after the account was opened, among other benefits. I opened this account specifically for the mileage award credit in preparation for travel. 

On XX/XX/XXXX, after surpassing the spend requirement within the first month, I inquired with Chase to request an explanation for why the mileage bonus had not been awarded. Chase responded with a vague response : " We reviewed your account and determined your account doesn't not qualify for sign up bonus. '' I responded within days to request an explanation for why I was determined not to be eligible, but received no response. ( That inquiry was deleted from my Chase Inbox. ) On XX/XX/XXXX, I spoke with a Customer Service Supervisor who attempted to locate the internal code associated with the XX/XX/XXXX conclusion. She indicated that no code was associated with the file ; she could not determine why I was not eligible for the promotion ; and said she would have to forward the matter for review. 

Chase sent a XX/XX/XXXX letter, in which they abandoned the argument that I was not eligible and instead charactered my inquiry as requesting a " new offer '', and stated they could not change the terms of the " original offer. '' The characterized the original offer as a " waiver of the annual membership fee for the year. '' On XX/XX/XXXX, I called again to speak with a Customer Service Supervisor. She denied that the promotion I mentioned was ever available for the United Club MileagePlus Card ( which is contrary to screenshots I collected XX/XX/XXXX, when I received Chase 's first response ( attached ). ). She also repeated that Chase could not apply a " new offer '' to replace the " original offer. '' I explained that that was a mischaracterization of the issue -- I was not requesting a new promotion, but rather was asking Chase to honor the original promotion. We ended the call with the Supervisor agreeing to escalate the matter for further review. I followed that with subsequent written summary, expressly rejecting the notion that I was seeking a " new '' promotion and providing further background. I also requested that Chase provide ( 1 ) a listing of all MileagePlus promotions available as of XX/XX/2019, ( 2 ) a copy of my application and relevant offer associated with it, ( 3 ) if a decision was made that I was ineligible for the mileage offer, an explanation as to why, and ( 4 ) how and when the lack of eligibility determination was made and communicated to me during the application process. 

On XX/XX/XXXX, I again received the same canned response that my account is not eligible for the " new offer you requested. '' Again, this misconstrues the issue : I am seeking the original offer. No attempt was made to address the inconsistencies between the XX/XX/XXXX correspondence and subsequent XXXX and XXXX communications. And no attention was given to my request for Chase to provide information on the promotions they claim were available in XX/XX/2019. 

Chase 's conduct here constitutes a bait and switch between the offer advertised and that which was delivered. In the absence of a remedy of XXXX miles, or the monetary credit that is equivalent to purchase them, I will cancel this account. ( Based on today 's prices listed on XXXX, the cost to purchase XXXX is approximately {$1000.00}. ) More generally, I hope others will find this helpful and/or CFPB can take steps to hold Chase accountable to honor their promotions.

Company response to consumer: Closed with explanation