Consumer complaint received 2018-06-09
Company: JPMORGAN CHASE & CO.
State: CT
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:
I received an email offer from Chase/United for XXXX bonus miles if I signed up for a credit card ( copy of email offer is in first complaint fax document mentioned below ). Filled out offer online, and was later told by Chase that no, I had signed up for XXXX mile offer, not XXXX. After unproductive phone calls registering my dissatisfaction and asking them to honor my original offer, I sent complaint fax to Chase on XX/XX/XXXX, including a copy of my offer. I received low-level response dated XX/XX/XXXX that did not fully recognize my offer, message I received back was We understand you are interested in a different bonus offerplease contact us back after you have met the required spend After reading similar consumer complaint narratives on the internet involving Chases card division, eerily echoing my experience of being told I had actually applied for a lesser-value offer, even though I hadnt, I had a sense that there was bad faith on Chases part, and that what appeared to me as a bait and switch was more widespread. I wanted Chase to simply recognize and honor their original offer, not give me further hoops to jump through. I sent second communication of complaint to Chase ( certified with return receipt ) on XX/XX/XXXX and received an unsatisfactory response from them dated XX/XX/XXXX. I sent another letter of complaint on XX/XX/XXXX ( certified with return receipt ), and even though I got my return receipt back, I received no response after many weeks. I then sent a copy of the same XX/XX/XXXX complaint letter to an Executive at  United Airlines, and he thought enough of it to forward it to the Chase Executive Office. XXXX XXXX at the Chase Executive Office called  me, promising to investigate. He said he had the highest authority to deal with my complaint, and that even if I sent a letter to XXXX XXXX it would come back to this Executive Office. After investigating, XXXX XXXX called and said he had spoken to Card division and that their records show I applied for a XXXX mile offer. I asked if he had 1 )  spoken to the senior executive in Chases Card Division to whom I had addressed my letter, of XX/XX/XXXX, of which he had a copy, and who may have a further ability to comment on or investigate my complaint, and 2 ) whether or not he took into account the fact that so many other people were having this same issue, where they were being told that what they thought they applied for was, in Chases view, not what they applied for, and Chase purports that what was applied for was actually something lesser in value. Maybe there is an IT problem with the digital links or redirects that Chase is internally attaching to these promotions, so a customer thinks they are getting one thing but in a dizzying number of complaints the consumer actually received something less? In doing a further search regarding potential dissatisfaction with Chases practices, I found and have attached 45+ complaint narratives from the CSFB website that echo my experience. And this is only the total for people that actually took the trouble to contact the CFPB and also agreed to share their narrative ; one wonders how many similar complaints may be on Chases complaints register. XXXX XXXX at Chase said to my point 1 ) that he had not spoken to the senior executive in the Chase Card division to whom I had addressed my letter, and said that Chase had no record of receiving the letter. I directed him to the return receipt signed by someone at Chase that was included in the documents with my complaint, and he simply reiterated that Chase has no record of ever receiving this letter. With regards to 2 ) he said that he can only evaluate the merits of my complaint with information specific to my complaint, and can not consider the experiences of others and situations that he is not familiar with. XXXX XXXX summarized his comments in a letter to me dated XX/XX/XXXX. I did not find this letter to my satisfaction, and therefore am pursuing this further with the CFPB. While I view Chases behavior to be anti-consumer in my overall interactions, one of my reasons for making this complaint to the CFPB is that I want Chase to re-evaluate my complaint in light of the 45+ similar complaints, which in my view show a pattern of bad faith on Chases part, and that the facts in my case must be viewed in the broader light of dozens of similar consumer complaints, where one can easily feel like the aggrieved party in what can be characterized as a bait and switch routine that is widespread and pernicious. In my complaint letter dated XX/XX/XXXX I outline some possible avenues of investigation that Chase might want to pursue internally. Since XXXX XXXX in the Executive Office said that he could not weigh any information outside of my specific facts, then I implore Chase and the CFPB to consider this other information ( similar experiences of dozens of other consumers ) and take it into account when reviewing my complaint. XXXX XXXX of Chase admitted that he was explicitly excluding any such information and could only address the specific facts of my complaint.

Company response to consumer: Closed with explanation