Consumer complaint received 2017-08-31
Company: JPMORGAN CHASE & CO.
State: CA
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:
I have two credit card with CHase ; one is my Chase Sapphire Card, and the other is my Chase Ink Card. 

Beginning, XX/XX/XXXX, I noticed that my XXXX purchases stopped receiving the advertised bonus of XXXX points for dollar, as it was continuously advertised on their shopping portal. After noticing this for almost a month, I called the customer service representative on XX/XX/XXXX, and she reviewed my account and agreed that the points were not getting added appropriately. Together, on the phone, we reviewed the advertised rate on the portal of XXXX points per dollar. She notated the information on the account, and let me know that some other team member will review and follow-up with this. 

Few days later, after not hearing back from anyone, I took a screen-shot of the computer screen advertising the XXXX points per dollar on XX/XX/XXXX. Please see the attached document with my computers date and time stamp showing in the bottom right corner. 

That same evening, on XX/XX/XXXX, I received a call from a chase representative at XXXX XXXX, letting me know that the team is aware of this issue, and I will be granted the points that are due to me, but that there is a issue with their back end, and they are looking to resolve this. I will also receive two letters in the mail, letting me know of the points that will be granted to me. 

Few days later, I received two letters in the mail, asking me for additional information, and sending a message through my chase account. No resolution was offered in those letters. 

On XX/XX/XXXX, I emailed from my Chase Account explaining of the issue with the mis-represented points for XXXX, and the points that were actually awarded to me. 

Since then, I have sent 5 additional messages through their chase email system, sent messages to their XXXX team, spoke several times on the phone, and the issue is has not been addressed to my satisfaction. 

Chase granted me adjustment of XXXX points. No calculation was provided how this number was calculated. After sharing the screenshot of advertised date, the only information I was provided was that, they have granted me points from the date of the screenshot to XX/XX/XXXX. 

Chase representatives, at one point told me, that I was using coupon codes, which is incorrect, and requested that I send receipts. This would amount to 37 receipts for my Chase Sapphire account, and 27 receipts for my Chase Ink Card. I asked the representative that this is too cumbersome task, for them to get in touch with XXXX to confirm, that no coupon codes were applied. NO response was provided to that request. 

The next representative informed me that the Chase promotion for XXXX points began on XX/XX/XXXX ; and when I shared the screen shot of advertised rate on XX/XX/XXXX ; they granted me the points beginning that date, however, the missing points should have been granted beginning XX/XX/XXXX for my Chase Reserve and XX/XX/XXXX for my Chase Ink card. 

Every time, as a customer I made a purchase, I verified the rate of XXXX points per dollar through the chase portal. The offer has never changed, which is why I continued to use Chase. The information that the Chase team has provided has conflicted on several occasions. It appears that the reward rate was mis-advertised, and it lead me to spend {$1700.00} $ on Chase Ink during this period, and {$4900.00} on my Chase Sapphire. The total bonus points awarded were only XXXX and XXXX at a rate of XXXX point per dollar, therefore missing the remainder XXXX points per dollar, equivalent of XXXX points. Please see the attached spreadsheet that has the calculation shown for both the credit cards with the purchase dates, amount, and points awarded. 

I have several credit card options for my purchases, and given that Chase has not held its promise of delivering XXXX points per dollar, it has lead me to lose significant rewards value of at least 250 $ if I had made purchases using other credit cards. 


If the XXXX promotion expired for Chase, which is not true, chase needs to provide documentation showing how the advertised rate changed for its customers.

Company response to consumer: Closed with non-monetary relief