Consumer complaint received 2023-07-28
Company: JPMORGAN CHASE & CO.
State: WA
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:
Dear CFPB Officer, I hope this letter finds you well. I am writing to bring to your attention a troubling experience I encountered while attempting to avail the advertised offer for the Chase Sapphire Preferred Card. My disappointment lies in the fact that Chase has failed to honor the offer they presented, and despite numerous attempts to resolve the matter, they have been unresponsive and unwilling to provide a satisfactory resolution. 

On XX/XX/XXXX, I visited the Chase branch located at XXXX XXXX XXXX XXXX, XXXX, WA XXXX, with the intention of opening a new Chase Sapphire Preferred Card account. The advertisement at the branch explicitly promised XXXX Ultimate Rewards points upon meeting the requirement of spending {$6000.00} in the first 3 months. Unfortunately, due to glitches in the branch 's system, I was unable to open the credit card account at the branch that day. 

However, the bank representative, XXXX, assured me that I could apply for the card online ( The online offer is XXXX Ultimate Rewards points for spending {$4000.00} in the first XXXX  months ) and that he would make a note on my account to ensure that I receive the in-branch offer of XXXX Ultimate Rewards points once I meet the spending requirement. 

To clarify the situation, I called Chase on the same day of my visit, XX/XX/XXXX, and confirmed that my credit card application had been approved. The Chase representative confirmed that I would indeed receive the in-branch offer of XXXX Ultimate Rewards points after spending more than {$6000.00} within the specified timeframe. 

In good faith, I proceeded with my transactions and on XX/XX/XXXX, I spent {$10000.00} using the Chase Sapphire Preferred Card. However, much to my disappointment, when the points were credited to my account, Chase only awarded me XXXX Ultimate Rewards points instead of the XXXX points as promised. 

Frustrated by this discrepancy, I immediately contacted Chase customer service on XX/XX/2017, XXXX, XXXX and XX/XX/XXXX, consistently requesting a resolution and insisting on receiving the additional XXXX Ultimate Rewards points owed to me. Regrettably, every time I contacted them, my requests were met with rejections, they even refuse to honor the promise of chase phone representative and their own banker XXXX. I was left disheartened by the lack of support and accountability from Chase representatives. 

This is a clear case of deceptive marketing and false promises. I firmly believe that I am entitled to the full XXXX Ultimate Rewards points as advertised. I have diligently met the spending requirement, and yet, Chase has failed to deliver on their end of the agreement. 

Therefore, I am seeking the intervention of the Consumer Financial Protection Bureau to mediate this dispute and ensure that I receive the rightful XXXX Ultimate Rewards points that Chase owes me. I kindly request that the CFPB investigates this matter promptly and compels Chase to fulfill their commitment to their customers. 

Thank you for taking the time to review my complaint. I have attached supporting documentation, including the advertisement, communication with Chase representatives, and proof of my spending. Please do not hesitate to contact me if you require any further information to proceed with your investigation. 

I eagerly await a resolution to this matter and appreciate your help in resolving this dispute fairly and efficiently. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with non-monetary relief