Consumer complaint received 2015-03-24
Company: JPMORGAN CHASE & CO.
State: NC
Product: Credit card
Issue: Rewards

Complaint:
On XXXX XXXX, 2014, as I was shopping online for Southwest flights, I was intrigued by a promotion I read about for a credit card. Chase was offering XXXX flight points if {$2000.00} was spent within 3 months of opening an account. I was planning a big trip in the spring and thought these points could help. I checked out of Southwest by applying for the card - not because I needed a credit card but out of interest of this promotion. I charged the flight to my new Southwest Airlines Rapid Rewards Premier card. 
In XXXX, after I spent the {$2000.00} on the card to qualify for the promotional points, my account was not showing these points were added. I looked into this and read that I should allow XXXX weeks for the points to be added to my account. In XXXX, approximately 8 weeks later, still no points. When I called Chase on XXXX XXXX, they explained to me they could not apply the promotion that I thought I signed up to get because it had been more than 90 days since my account was opened. They sent my account for further review and told me to expect a decision letter in 7-10 days. 
On XXXX XXXX, I received the letter ( attached ) and I called Chase to dispute the decision. The customer service rep who took my call asked if I was calling to get the promotion for XXXX points. When I said yes, she told me Chase was going to honor my request and match the points, which would reflect on my XXXX statement. On XXXX XXXX, when I viewed my statement, the points still had not been added. I emailed Chase that day with my complaint ( attached ), explaining my concerns. They have since responded with another decision letter ( attached ), explaining the path I took online to apply for the card was actually for a different promotion and that they can not apply the XXXX points because it has been more than 90 days since my account was opened. 
I feel that I was coerced into applying for this credit card, not knowing more than one promotion was being offered, dependent upon the path used to apply for the card. I also was not provided with sufficient information to know that I had 90 days to confirm that I was receiving the promotion I desired. Furthermore, the promotion allows up to 3 months ( or 90 days ) to even qualify for the bonus points, not to mention the time needed to add the points to the account ( 4-6 weeks ). I had no reason to dispute the promotion in the first 90 days of opening this account. I would have needed to spend {$2000.00} within the first 30 days of opening it, in order for my request to be honored within the 90 day grace period. This is all compounded by the fact that I was misinformed again on XXXX XXXX when I was told Chase would be honoring my request to match the points. 
I understand Chase has policies they have to adhere to consistently for all customers ; however this is enough of a case to make a business exception. I am escalating this issue through the CFPB because Chase has not taken accountability for my ambiguous, unsatisfactory customer experience.

Company response to consumer: Closed with explanation