Consumer complaint received 2017-10-20
Company: JPMORGAN CHASE & CO.
State: CO
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
The only reason I applied for the XXXX XXXX XXXX XXXX was to receive XXXX XXXX miles as the sign up bonus. Chase is denying the XXXX XXXX bonus and has not provided any sort of explanation other than we gave you the {$100.00} statement credit. I believe the offer was a {$100.00} statement credit and XXXX miles. This is a total bait and switch. I am going taking my family to XXXX in XX/XX/XXXX and wanted to " pay '' for at least one ticket via XXXX miles. 

At the end of XX/XX/XXXX I applied for a XXXX XXXX XXXX XXXX XXXX. I applied for the card for the purpose of earning a XXXX rewards bonus of XXXX miles. I applied for the XXXX XXXX XXXX from the XXXX website directly from my personal XXXX Mileage Plus account. The advertisement that I clicked on to apply for the card was touting the XXXX XXXX miles as a reward for applying to the card. I have met all spending requirements to earn the XXXX miles. 

Chase is claiming that I selected the {$100.00} statement credit in lieu of the XXXX XXXX miles. This is not an equitable reward as the XXXX XXXX miles is valued at {$750.00}. Bait and switch. The signup process was totally misleading. As I applied directly from the XXXX website with a XXXX XXXX signup bonus, my only intent was to receive the XXXX XXXX miles. 

Low and behold there is still a Chase XXXX XXXX XXXX offer on the table for the same offer that I had accepted back in XX/XX/XXXX!!!!! Please tell me where it says there is a {$100.00} statement credit option vs. receiving the XXXX XXXX miles??? Bait and switch. This is the identical offer that I applied to when applying for my XXXX XXXX to in XX/XX/XXXX except the offer in XX/XX/XXXX included XXXX more XXXX miles for signing up an authorized user and requesting a second card. Why on earth would I select a {$100.00} statement credit option when I applied for the card based on this add? See below for the existing offer in play today : Note : I was not a current Chase cardholder nor have I received a new bonus offer for this credit card within the last 24 months. I have more than surpassed the {$3000.00} purchase spend total within the first 3 months of account opening. My account is not in default. I added an additional XXXX XXXX XXXX This product is not available to either ( i ) current Cardmembers of this credit card, or ( ii ) previous Cardmembers of this credit card who received a new XXXX bonus for this credit card within the last 24 months. With this bonus offer, you will qualify and receive XXXX bonus miles after you 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 6 to 8 weeks for bonus miles to post to your account. To be eligible for this bonus offer, account must be open and not in default at the time of fulfillment. Bonus miles do not count towards XXXX status. If your account is not open for at least six months, XXXX and Chase reserve the right to deduct the bonus miles from your XXXX XXXX account. XXXX XXXX XXXX XXXX XXXX membership is subject to XXXX XXXX terms & conditions, united.com/UnitedClubRules, and access policies, united.com/UnitedClubAccess, each of which is subject to change, with or without notice. Please allow 2 weeks after account open date for the XXXX XXXX membership to activate ( excludes XXXX XXXX and XXXX XXXX  ). The XXXX XXXX membership card will be sent to the primary XXXX 6 weeks after the account open date. Authorized users will not receive their own XXXX XXXX membership and are only eligible for XXXX XXXX access if they are traveling with the primary XXXX. The XXXX 's XXXX XXXX membership will be renewed automatically on each credit card anniversary date, provided that the account is open and not in default. XXXX XXXX XXXX members are eligible to receive a pro-rated refund for any unused portion of their current membership if the refund is greater than {$15.00}. Please allow 6 to 10 weeks to receive refund checks. XXXX XXXX XXXX members are excluded from receiving a reimbursement. Chase is not responsible for the fulfillment of the XXXX XXXX membership. XXXX Access The primary Cardmember and companions traveling on the same reservation are eligible for XXXX Access ; authorized users are only eligible if they are on the same reservation as the primary XXXX. Benefits include the following travel services where available : designated check-in lines, priority security lanes, priority boarding, and priority baggage handling. To receive XXXX Access, the primary XXXX must include their XXXX number in their reservation. XXXX Access is only available on XXXX and XXXX XXXX flights ; codeshare partner-operated flights are not eligible. XXXX is not responsible for the provision of, or failure to provide, XXXX Access. Please allow 2 weeks after account opening for XXXX Access to be available on your XXXX reservation. Please visit united.com/premieraccess for details. Free Checked Bags The primary XXXX and XXXX traveling companion on the same reservation are each eligible to receive their first and second standard checked bags free ; authorized users are only eligible if they are on the same reservation as the primary XXXX. To receive first and second standard checked bags free, the primary XXXX must include their XXXX number in their reservation and use their XXXX XXXX XXXX to purchase their ticket ( s ). First and second standard checked bags free is only available on XXXX and XXXX XXXX flights ; codeshare partner-operated flights are not eligible. Service charges for oversized, overweight and extra baggage may apply. Cardmembers who are already exempt from other checked baggage service charges will not receive additional free standard checked bags. Chase is not responsible for the provision of, or failure to provide, the stated benefits. Please allow 2 weeks after account opening for your first and second free standard checked bags to be available on your XXXX reservation. Please visit XXXX for details. XXXX XXXX  XXXX XXXX Membership The primary Cardmember is eligible for XXXX status in the XXXX XXXX  XXXX program and will need to register for this benefit at XXXX. Please allow 4 weeks for the registration request to be processed by XXXX. To receive XXXX benefits, the primary XXXX must provide their XXXX XXXX XXXX membership number at time of reservation or at time of check-in. All benefits are subject to complete XXXX of XXXX Terms and Conditions, available at XXXX. Chase Bank XXXX, XXXX, is not responsible for the provision of, or the failure to provide, the stated benefits and services. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  The primary Cardmember is eligible to enroll in XXXX XXXX XXXX XXXX XXXX XXXX XXXX by visiting XXXX. Please allow 3-7 business days after enrolling in XXXX XXXX XXXX Rewards XXXX 's XXXX for your membership to process. In order to receive XXXX XXXX XXXX XXXX XXXX XXXX XXXX benefits, the primary Cardmember must include their XXXX XXXX XXXX XXXX  number in their XXXX reservation. In order to receive the XXXX points benefits, the primary Cardmember must opt in, under the " Member Details '' section of their XXXX profile, to earn XXXX XXXX XXXX XXXX points. Offer made by XXXX. All XXXX XXXX and Rental Terms and Conditions apply, including the right to change, limit or modify the President 's Circle Program or portions of the program at any time. Please visit united.com/HertzChaseBenefit for details. Chase Bank XXXX, XXXX, is not responsible for the provision of, or the failure to provide, the stated benefits and services. Room Upgrades and Special Amenities XXXX   XXXX XXXX & XXXX Collection ( XXXX  ) program benefits and XXXX XXXX are available exclusively on select Chase credit cards. To receive the XXXX XXXX, reservations must be made through an XXXX XXXX XXXX or on XXXX. Websites and other information provided by XXXX and/or participating hotels are not within Chase 's control and may or may not be available in XXXX. All exclusive amenities and XXXX XXXX are provided per room and are based on double occupancy. Some amenities may only apply to select rates, may be subject to availability at check-in, and are not redeemable for cash. Amenities may not be combined with other offers, including tour operator or wholesaler rates and packages. Complimentary Wi-Fi provided, with the exception of XXXX and XXXX XXXX where Wi-Fi is not available. Program benefits, participating properties, and Guest Privileges are valid through the current calendar year, but XXXX become unavailable due to circumstances outside of Chase 's control. All efforts have been made to ensure the accuracy of the information contained. We reserve the right to correct any mistakes. Certain blackout dates and other restrictions may apply. This program is brought to you by Chase through an agreement with XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX from Chase voted by the readers of XXXX XXXX XXXX their XXXX XXXX XXXX Survey " Best Credit Card. '' Source : XXXX XXXX, XXXX. Earning Miles Rewards Program Agreement : For more information about the XXXX XXXX XXXX card rewards program, view the latest Rewards Program Agreement. We will mail your Rewards XXXX XXXX once your account is established. If you become a Chase XXXX customer, your Rewards XXXX XXXX will also be available after logging in to chase.com. How  you can earn miles : You 'll earn miles 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 wo n't count and wo n't earn miles : 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. 1.5 miles : You 'll earn 1.5 miles for each {$1.00} spent. 2 miles :  You 'll earn 2 miles total for each {$1.00} spent on airline tickets purchased directly from XXXX ( .5 additional miles on top of the 1.5 miles per {$1.00} earned on each purchase ). Information about earning/transferring miles to XXXX : Miles earned during a billing cycle will be automatically transferred to XXXX after the end of each billing cycle. Miles expiration : The miles transferred to your XXXX account will not expire as long as your card account is open. If your card account is closed, the miles in your XXXX account will expire according to the XXXX program rules. Losing miles : You 'll immediately lose all miles that have n't been transferred to 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 XXXX XXXX. Accepted In More Locations XXXX rates based on global, not domestic, data. Source : The XXXX XXXX XXXX XXXX, XX/XX/XXXX. XXXX Do n't Expire Your miles will not expire as long as there is activity on your credit card account, including paying your annual membership fee, and the credit card account is open and not in default. Upon cancellation of your credit card account your miles will expire according to the XXXX program rules. XXXX XXXX XXXX XXXX XXXX XXXX XXXX Awards are currently redeemable at XXXX miles for travel within the XXXX XXXX Award pricing is subject to change without notice. Passenger is responsible for all taxes, fees, baggage fees and surcharges applicable to award travel, including, with respect to government-imposed taxes and fees, passenger facility charges ( PFCs ) of up to {$18.00} per round trip ; XX/XX/XXXX Security Fee of {$5.00} per one-way trip that does not include a government-defined stopover for awards for air transportation originating at an airport in the U.S. ; and U.S. segment tax of {$4.00} for each segment ( take-off and landing ) as of XX/XX/XXXX. Such taxes, fees and surcharges must be paid at the time of ticketing and are subject to change. Any valid unused award ticket may be returned to the XXXX XXXX XXXX, for a service charge, up to one year from the date of issue. Award seats are subject to availability and capacity-control restrictions apply. For more information on MileagePlus award travel, visit united.com/awards. Close-In Fee Waiver The primary Cardmember will receive a close-in booking fee waiver on award tickets booked less than 21 days before departure, including award tickets booked by the primary Cardmember for an authorized user ( s ), under the primary XXXX XXXX XXXX   number. To receive a close-in booking fee waiver, be sure to provide the primary XXXX 's XXXX number before you start the award booking process. Award booking under an authorized user 's XXXX number will not receive this benefit. Close-in booking fee waiver is only available on XXXX and XXXX XXXX flights ; codeshare partner-operated flights are not eligible. XXXX is not responsible for the provision of, or failure to provide, close-in booking fee waivers. For more information on award travel, please visit XXXX. XXXX XXXX XXXX The primary Cardmember who has XXXX XXXX status and is traveling on an award ticket is eligible for Complimentary Premier Upgrades on select United-operated flights, subject to availability ; travel companions and authorized users are not eligible. Assignment of XXXX XXXX Upgrades on award tickets within each XXXX level will be prioritized after the lowest paid fare class. Chase is not  responsible for the provision of, or failure to provide, the stated benefits. Please visit united.com/upgrades for details on eligible flights and upgrade processing. XXXX XXXX Cardmembers are responsible for the cost of any goods or services purchased through the XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX whose requests for this offer are not approved will not be enrolled in XXXX  through this request, although existing XXXX   members will remain enrolled in XXXX. Authorized users will not be enrolled in XXXX as a result of this request. XXXX miles awarded through the use of the authorized user 's card will only be credited to the primary XXXX 's account. If a Cardmember 's membership in XXXX 's XXXX XXXX is terminated in accordance with the terms and conditions of that Program, the Cardmember will no longer be eligible to earn any XXXX miles for purchases using the XXXX XXXX Card. XXXX 's sole obligation concerning the award and redemption of miles shall be to make a valid request to XXXX to award miles to the XXXX 's associated MileagePlus account. Chase disclaims liability or responsibility for XXXX 's failure to award or redeem miles to the XXXX 's associated MileagePlus account after Chase has met its obligations to XXXX in connection with such a request. Benefits are available as long as XXXX 's XXXX XXXX Credit Card account is open and not in default. Upon closure of the XXXX 's XXXX XXXX Credit Card account, all benefits will be canceled. MileagePlus Program Terms And Conditions Miles accrued, awards, and benefits issued are subject to change and are subject to the rules of the XXXX XXXX program, including without limitation the Premier program ( the " MileagePlus Program '' ), which are expressly incorporated herein. Please allow 6-8 weeks after completed qualifying activity for miles to post to your account. XXXX XXXX change the XXXX XXXX including, but not limited to, rules, regulations, travel awards and special offers or terminate the XXXX XXXX at any time and without notice. XXXX and its subsidiaries, affiliates and agents are not responsible for any products or services of other participating companies and partners. Taxes and fees related to award travel are the responsibility of the member. Bonus award miles, award miles and any other miles earned through non-flight activity do not count toward qualification for XXXX status unless expressly stated otherwise. The accumulation of mileage or XXXX status or any other status does not entitle members to any vested rights with respect to the XXXX XXXX. All calculations made in connection with the XXXX XXXX, including without limitation with respect to the accumulation of mileage and the satisfaction of the qualification requirements for XXXX status, will be made by XXXX XXXX and XXXX in their discretion and such calculations will be considered final. Information in this communication that relates to the XXXX XXXX does not purport to be complete or comprehensive and XXXX not include all of the information that a member may believe is important, and is qualified in its entirety by reference to all of the information on the united.com website and the XXXX XXXX rules. XXXX and XXXX are registered service marks. For complete details about the XXXX XXXX, go to XXXX. 

Accounts subject to credit approval. Restrictions and limitations apply. XXXX XXXX credit cards are issued by Chase Bank XXXX, XXXX. Offer subject to change. 
This is a link to a third-party site as described in our XXXX Practices. Note that the third party 's privacy policy and security practices may differ from Chase 's standards. Chase assumes no responsibility for nor does it control, endorse or guarantee any aspect of your use of the linked site. 


XXXX XXXX XXXX Offer! 

Get XXXX Bonus Miles after you spend {$3000.00} on purchases in the first 3 months your account is open* XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Apply Now *Offer Details | Pricing and Terms {$450.00} Annual Fee XXXX XXXX XXXX. Yours with XXXX. 






XXXX XXXX XXXX XXXX XXXX membership Up to a {$550.00} value per year. Before you fly, you, as the primary XXXX, and your eligible travel companions, will enjoy access to all XXXX XXXX locations and participating XXXX XXXX affiliated lounges worldwide. 

XXXX Access travel services Receive preferential treatment to ease your way through the airport with priority check-in, security screening ( where available ), boarding and baggage handling privileges. 

Free first and second checked bags A savings of up to {$240.00} per roundtrip. The primary Cardmember and one companion traveling on the same reservation will each receive their first and second standard checked bags free ( {$25.00} value for the first checked bag and {$35.00} value for the second checked bag, each way, per person ) on United-operated flights when the primary Cardmember includes their XXXX XXXX number in their reservation and purchases their tickets from XXXX with their Card. For complete details, please visit united.com/chasebag. 

No foreign transactions fees Purchases made with your XXXX XXXX outside the XXXX will not be subject to foreign transaction fees. 


XXXX XXXX XXXX & XXXX Collection This exceptional group of over XXXX properties includes many of the world 's most exquisite hotels, resorts, lodges and spas, each of which extend you complimentary Cardmember Benefits with every stay. Make a reservation through the program using your Chase Card to receive the following benefits including : Daily breakfast for two A special benefit unique to each property, such as a dining or spa credit Complimentary Wi-Fi A room upgrade, if available Early check-in and late checkout, if available Please visit XXXX for more information. 

XXXX XXXX  XXXX : XXXX  Status As the primary Cardmember, you are eligible for Discoverist membership in the XXXX XXXX  XXXX XXXX loyalty program. To enjoy this benefit, you will need to register at united.com/HyattChaseBenefit. 

XXXX XXXX 's Circle Elite Status The primary Cardmember is invited to join XXXX XXXX 's Circle and enjoy a 25 % bonus on XXXX Gold Plus Rewards Points, upgrades, exclusive offers and more. To enroll, please visit XXXX 

Chase 's customer service was not helpful at all. They are great at trying to get me to drop the issue and go away. By telling my that they escalated the situation and that the decision is final without providing any sort of proof or adequate explanation. Chase clearly misses the entire point. Chase is duping their customers with their false advertising and online credit card application bait and switch tactics when applying for a credit card. See communication below : Date : XX/XX/XXXXXXXX From : Chase XXXX XXXX Subject : XXXX : Rewards Inquiry Message : Hello XXXX, Thank you for contacting Chase regarding your XXXX XXXX XXXX account. Please note that your e-mail has been forwarded to the highest level of escalation available within our XXXX XXXX XXXX. 

I understand and respect your position regarding this issue ; however, as stated in our previous e-mail correspondence dated XX/XX/XXXX, we remain unable to further assist you with this request. I have included a copy of our past e-mail should you have any questions regarding the resolution provided. 

I sincerely regret any inconvenience this situation may have caused. We will continue to keep any and all pertinent information you send us regarding this, on file for your account. Unfortunately, no further actions can be taken at this time. 

We appreciate your business and thank you for being a Chase customer. 

Sincerely, XXXX XXXX XXXX XXXX XXXX ext XXXX Original Message Follows : -- -- -- -- -- -- -- -- -- -- -- -- CIGPROFILEID XXXX XXXX. 

This is a total bait and switch tactic. I subscribed to the card from the XXXX XXXX. Why would I not want the XXXX XXXX XXXX. I am contacting my attorney and filing a complaint with the CFPB. This is ridiculous. Please pass on my intentions to senior management as this issue is not considered closed on my end. XXXX, XXXX -- -- XXXX XXXX -- -- - Hello XXXX XXXX We 're happy to provide you with additional information. 

The offer accepted was online with the complete terms of the New Account Bonus Offer when the application was submitted. The rewards terms require a review, acknowledgement, and agreement in order the application to be processed. 

Unfortunately a change can not be made. We ask that you trust that this decision is the same for all cardmembers. 
We feel that adhering to the same policy for all cardmembers is the best way to remain fair and consistent. 


Please contact us anytime with questions or concerns. We are here to help and are committed to providing you excellent service. 

Thank you for choosing Chase. 

Sincerely, XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation