Consumer complaint received 2018-02-23
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:
I have been a card holder of the Chase Sapphire Reserve Card for 13 months, as part of the benefits and terms of being a card holder I am " entitled to either : one ( 1 ) {$100.00} statement credit per account, OR one ( 1 ) {$85.00} statement credit per account, every 4 years in connection with the Global Entry or TSA Pre program application fee respectively. '' I am a XXXX card holder, which is a program provided by the United States and XXXX that allows pre-screened travelers expedited processing when entering the United States and XXXX. Program members use dedicated processing lanes at designated northern border ports of entry. XXXX cards holders also gain TSA Pre Check and Global Entry program usage as part of the XXXX program. 

XXXX  card holders must pay a {$50.00} application fee every five years. Chase is refusing to provide me with a {$50.00} statement credit for my XXXX application fee despite the fact that the XXXX   application represents an application to the Global Entry and TSA PreCheck programs. 

https : //www.cbp.govXXXX XXXX https : //www.cbp.govXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX https : //www.chase.com/card-benefits/sapphirereserve/travel I have included my correspondence with Chase below. 



Hello XXXX, We understand that your concern regarding the XXXX application fee charged on your account is of great importance to you and that you wish a particular outcome. 

As mentioned in the previous email and as per the terms of your account, you are entitled to either : one ( 1 ) {$100.00} statement credit per account, OR one ( 1 ) {$85.00} statement credit per account, every 4 years in connection with the Global Entry or TSA Pre program application fee respectively. 

XXXX, we regret that you are not satisfied with our decision on this matter. We would like to assure you that your inquiry has been reviewed extensively, and our position is based upon compliance with applicable terms of our card member agreement. 

We appreciate the opportunity to help you and thank you for choosing Chase. Please contact us anytime if you need assistance. 

Thank you, XXXX Chase Email Servicing XXXX AOC : XXXX Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- CIGPROFILEID :XXXX Thank you for your reply. The XXXX   application just hit my credit card ending in XXXX and is categorized as USCUSTOMS TRUSTEDTRAVELER for a {$50.00} charge on my statement. 

As detailed on the following U.S. Government website the XXXX program clearly includes all benefits of the Global Entry AND the TSA Pre Check program for members, but is primarily used for travelers who live close to a US/XXXX XXXX border. ( It's also cheaper! ) https : //www.cbp.govXXXX XXXX https : //www.cbp.gov/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Given that I am enrolled in the Global Entry program as part of the XXXX application, I see no reason why Chase should not provide me with a {$50.00} statement credit for this application fee in accordance with the Chase Sapphire Reserve benefits agreement. If you do not feel this is the case may I ask that you please escalate this inquiry to your superiors. 

Thank you, XXXX

Company response to consumer: Closed with explanation