Consumer complaint received 2016-09-01
Company: JPMORGAN CHASE & CO.
State: SC
Product: Credit card
Issue: Advertising and marketing

Complaint:
I had applied for Chase XXXX Card ( business account ) in XXXX of 2016 under promotion offer of XXXX XXXX XXXX if I make purchase of {$3000.00} ( as per my recollection ) within first 3 months. I was issued the card on XXXX/XXXX/2016 and had met the requirement to get bonus miles even before required 3 months period. Every time I made the payment over the phone, I was assured by Chase representatives that I have met the requirements and I should see the bonus points next cycle as it may take up to XXXX90 days for the miles to show up on the account. I was assured by several representatives that there was absolutely no issue they can see regarding me getting those miles. This issue continued for several months until when I was making XXXX payment when I insisted that I need to speak with the supervisor to get a specific time line on when I will be receiving bonus miles. On speaking with the supervisor, I was informed that since I had received bonus miles under a different company, I was not eligible for the bonus miles. Supervisor apologized for misinformation given by his several agents and stated that he will address this with them. All he had to offer was his apology and expressed his lack of authority to offer the miles despite him agreeing with me that his agents should have told me about this when I first enquired about it. Despite my requesting for a phone number for corporate office, I was told that only way to contact them was to either email or send my complaint via postal service. I researched the contact number for Corporate office on internet and finally found it. On XXXX XXXX, 2016, I spoke with XXXX XXXX in Executive office who listened to my issue and transferred me to XXXX XXXX in Executive Office for credit card. XXXX XXXX did not sound helpful at all, repeated the same thing that his agents should have informed me about the policy sooner and that he will look into the issue further and get back with me in 3 days. I explained to him clearly that the current company which I am an officer of has not applied or gotten the bonus mile and has nothing to do with bonus mile for another company where I was XXXX of the managers. I also argued my point that the XXXX companies have XXXX different Tax ID numbers, they are XXXX different corporations and since companies do not have a social security number, the officer of the company has no choice but to put his/her social security number. I also reasoned that if you apply for a business credit card as an employee of XXXX company and if you change your job, then it does not make sense that you are barred from availing bonus offer as an employee applying for a card for a totally different company. I also reiterated that since all the conversations were recorded, he can listen to the conversation of last 6 months when I was assured that there was no issue and I will be receiving the miles offered at the time of application. I asked XXXX XXXX for the case number to which he stated that you can reference phone number XXXX ext XXXX. I received a call back from XXXX XXXX in 3 days, he stated that I had applied for credit card on line, I should have read the fine prints which states that the bonus points do not apply if credit card is applied within 2 years. I asked for the copy, but he told me to look on line. I asked if that fine print stated same business or clearly specified even if it were XXXX different/ unrelated business. XXXX XXXX paused, chose not to answer my question. He concluded the conversation stating that he apologizes for his representatives not letting me know this issue earlier and will make sure that they are trained. I am intrigued that despite acknowledging the mistake of his agents, he is not willing to make concessions for his customer. As a customer, I believe Chase should recognize their mistake and honor the offer.

Company response to consumer: Closed with explanation