Consumer complaint received 2021-06-17
Company: JPMORGAN CHASE & CO.
State: AZ
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:
To Whom It May Concern : I hope this email finds you well! I am writing because I didn't receive the statement credits I am supposed to receive from a Chase Offer I signed up for. I have a Chase Sapphire XXXX credit card. In XXXX, I saw there was a Chase offer in the Chase App, which said if I make purchases at XXXX XXXX, I can get 25 % of the purchase total back as statement credit in 7 to 14 business days. I tapped the Chase Offer deal to sign up for it. Then on XX/XX/XXXX, I made three purchases on XXXX XXXX 's website, in amounts of {$260.00}, {$340.00} and {$280.00}. I returned {$220.00} worth of merchandise back to XXXX XXXX, and that made the my purchase total at XXXX XXXX {$670.00}. Since the Chase Offer I signed up said I would receive 25 % of the purchase total back as statement credit, I should receive {$160.00} credit. 

I received a statement credit for my purchases at XXXX XXXX on XXXX, XXXX. However, the statement credit is only {$32.00}. I called the customer service number on the back of my credit card first time on XXXX. The customer service agent wasn't sure how to solve this and asked her supervisor, and her supervisor asked her to tell me that only the first purchase is eligible to receive the 25 % credit. I told her, first, I didn't see this " only first purchase eligible '' rule written anywhere in the Chase App. Since I made all three purchases at XXXX XXXX on the same day, if this rule was written anywhere I could see, I would have just combined them to one purchase. Second, even if only one purchase is eligible, then the total of first purchase I made at XXXX XXXX was {$260.00}, and 25 % of it should be {$67.00}, still more than just {$32.00}. Then the customer service agent said she still couldn't give me the statement credit I should get, but she would escalate the case for me and see that would help. 

On XX/XX/24, I received a letter in my mailbox from Chase, which is the resolution for the escalated case : They asked me to provide proof for the Chase Offer I signed up for and then they can further help me. First, when I signed up for the offer in the Chase XXXX, it was just a tap on my phone screen, I didn't take a screen shot or anything. I am pretty sure Chase 's XXXX Department has all the Chase Offers they used to have on file so they're just making this difficult for me. Second, since I received the {$32.00} statement credit for my purchases at XXXX XXXX, this is a solid proof that there was a Chase offer for XXXX XXXX purchases, although {$32.00} is only 4.8 % of my purchase total and it's far less than what I am supposed to receive, it still proves that there was a Chase Offer deal. 

Therefore, I called the Chase Sapphire customer services number again on XX/XX/24. The customer service agent I spoke with this time also couldn't find any terms that says only the first purchase is eligible, or there is a limit for how much statement credit you can receive for Chase Offers. He told me the case wasn't escalated to the right department last time and he could help me to escalate the case correctly this time. However, on XXXX, I received another letter from Chase and it says exactly the same thing with the first letter I received : Provide proof for the Chase Offer I signed up for. So the issue was not resolved at all and nothing has changed. 

I am really upset about how the customer service responded to this issue, and how unclear the terms and conditions for Chase Offers are. If they have stated clearly about all the limitations and conditions for their offers, I would have made my purchases differently and I could have saved more money. Please help me resolve this issue with Chase Sapphire. Thank you very much and have a great day!

Company response to consumer: Closed with explanation