Consumer complaint received 2021-08-03
Company: JPMORGAN CHASE & CO.
State: MT
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:
My complaint is towards Chase Bank for false advertising of their promotional offer on their Chase Freedom Unlimited Credit Card. 

The beginning of this story is when I applied for the credit card on Wed XX/XX/2021. Part of the reason I applied for the credit card in the first place was that there was a promotional offer of 5 % back on groceries for the first year and a {$200.00} sign up bonus when you spend {$500.00} on the card in the first 3 months. I applied through the Chase mobile app and that promo showed on there the day I applied for the card. I have seen that promotion for about 3 months and it is still up on their website to this day. After I was accepted for the credit card, I noticed the progress bar for the {$200.00} sign up bonus, but nothing about the 5 % grocery offer. I called Chase about it, and they said to wait until the first statement posts and see if my grocery transactions receive that part of the bonus offer. So I used the card for various purchases ; some of which were at my local grocery store of XXXX. Then the statement posted on XX/XX/2021, and I looked through my rewards for each transaction and noticed my grocery transactions did not in fact get the 5 % back. Only the base 1.5 % that the card offers on any purchase. So, I called Chase. 

Before I dive into what the phone representatives told me, my complaint of fraud isn't about they told me specifically over the phone, but the information is pertinent to the situation.

Phone Representative 1 : She tells me that she doesn't see a 5 % grocery offer activated on my card. I then ask her why it isn't and then she proceeds to tell me that she doesn't see where Chase is even offering the 5 % back on groceries for the card, and I responded by saying that it's on the Chase website and everywhere the card is advertised. She promptly transfers me up the escalation line. While on hold, I was hung up on. Whatever, so I called them back.

Phone Rep 2 : I was instantly transferred straight up the escalation line. The phone rep I talked to here said that the reason I wasn't getting the 5 % back on my XXXX purchases is because XXXX wasn't an approved " grocery '' store for the promo. I asked him why, and he said that it has to be a store that primarily sells groceries and can't be a superstore like XXXX or XXXX. I told him the last time I checked, XXXX didn't turn into a superstore type of franchise. I then asked him what stores are approved. He told me in my area places like XXXX and XXXX are approved grocery merchants while places like XXXX and XXXX are not. I told him that didn't make any sense, but he just was trying to get me off the phone, so I just told him okay and ended it there. 

I then proceeded to search what grocery merchants are approved on the chase website and found that XXXX is indeed on their list. So this rep obviously was lying to me hoping that I go away. The approved grocery list for freedom cards can be found at https : //creditcards.chase.com/freedom-credit-cards/merchants. So I called back to complain and get some real answers. 

Phone rep 3 : She basically tells me the situation has been escalated already and my case is being investigated. I tell her that I find that hard to believe since the last rep thinks he probably took care of the issue. She tells me there's nothing she can do and to just wait. 

I got tired of dealing with phone reps and decided to go with their Secure Message portal. I essentially complained about my terrible experience with their phone reps, but more importantly ask for answers on why I didn't receive the 5 % grocery offer. 

Here is the first response on XX/XX/2021. 

" Thank you for contacting Chase in regards to the non receipt of the cash back on grocery store purchases as part of the new account bonus offer for the Chase Freedom Unlimited account ending XXXX. 

We understand the importance of receiving the new account bonus offer and apologize for any inconvenience this matter may be causing.

( my name ), we regret that you experienced disappointment in your dealings with our Cardmember Services area. We appreciate your feedback as it allows us the opportunity to improve. 

Although your account isn't eligible for the new offer you requested, the original offer is still available and will remain on your account. 

You will receive XXXX bonus points after you spend {$500.00} on purchases in the first three months from account opening. 

" Purchases '' do not include balance transfers, cash advances, travelers checks, foreign currency, money orders, wire transfers or similar cash-like transactions, lottery tickets, casino gaming chips, race track wagers or similar betting transactions, any checks that access your account, interest, unauthorized or fraudulent charges, and fees of any kind, including an annual fee, if applicable. 

We appreciate your business and thank you for being a Chase customer. " I then responded with asking why my account was not eligible for the 5 % grocery offer but it was eligible for the {$200.00} sign up bonus. This is their next response on XX/XX/2021. 

" Thank you for contacting us.

( my name ), I would like to share that the new cardmember bonus offers keep changing. 

When you signed up for the Chase Freedom Unlimited credit card, the only offer was to earn XXXX bonus points after you spend {$500.00} on purchases in the first 3 months from account opening. 

We appreciate you being a Chase customer. '' I then was expressing my frustration because the day I applied for the card the 5 % grocery promo showed in their app and on their website. I also explained how I had seen that promotion for 2-3 months and the promo still is on their website to this day. I was telling them how it didn't make sense how I didn't receive this promo, and continued to ask why I didn't receive it. Here is their next response on XX/XX/2021. 

" Thank you for contacting us regarding your Chase Freedom Unlimited card.

( my name ), I understand your interested in additional information about a new enrollment offer that includes 5 % cash back on grocery store purchases up to {$12000.00} spend, within the first year. New enrollment offers vary, based on the channel you apply for the card and when you apply. 
If you have any other questions we are available. 

We appreciate you being a Chase customer. '' I continued to get more frustrated because I kept explaining how the Chase app I applied through promoted that offer, so it didn't make any sense why I didn't receive the promotion. I will admit, I got a bit harsh in my response because I was tired of being thrown these generic answers without them actually answering my questions because the whole situation doesn't make any sense. Here is the next response on XX/XX/2021. 

" Thank you for contacting Chase. 

My name is xxxxxx and I will be happy to review your Chase Freedom Unlimited card. 

We understand your concern about your account and will be more than happy to provide additional information.

( my name ), when an application for a new account is accepted and includes a new account bonus offer, that offer is accepted as well. The offer for this account is to earn XXXX bonus points after you spend {$500.00} on purchases in the first three months from account opening. 

Unfortunately, the additional earn for grocery store purchases was not included with the accepted offer. 

The available credit card offers can vary and change at any time. Chase strives to ensure that our offers are clear and once approved for the card, our customers would receive the specific offer terms that were disclosed when they applied. We can not guarantee the specific offer you are requesting will be available when you apply for the card. 

As this offer has already been accepted, the account is not eligible to receive a different offer. We apologize for any inconvenience this has caused. 

If you need any other assistance, you can send us a secure message. We appreciate your business and thank you for choosing Chase. '' I appreciated this guy 's response because I actually felt like I got an answer here on why I didn't get the offer. I thanked him for that, but afterwards I asked for the documentation of the accepted offer, so I can see what promotional offers I agreed to. I also mentioned how it seemed kind of scammy that the offers " can change at any time ". Here is the next response on XX/XX/2021. 

" Thank you for contacting us regarding your Chase Freedom Unlimited card.

( my name ), because your application for the credit card was process online, we do not have an electronic application to provide. We have provided you with the enrollment offer that we received with your application on our previous response. I understand this is not the outcome you were expecting, I apologize for any inconvenience this has caused. I have sent your credit card agreement, it does not include the terms of your new enrollment offer, you will receive it by mail in 7 to 10 days. 

We understand this is important to you and thank you for your patience. We value your relationship with us. 

Thank you for choosing Chase. '' So essentially, Chase has no record of what promotional offers I agreed too. I was fed up and told them I was reporting them for false internet advertising to the FTC and XXXX ( FBI ). This was their most recent response on XX/XX/2021. 

" Thank you for contacting us about your Chase Freedom credit card ending in XXXX. 

( my name ), we responded to this request earlier. Because there is no further action required on the account, we will no longer respond to this specific inquiry. 

If you have another request, please send us an e-mail or call us at the number on the back of your card. We accept operator relay calls. 

We appreciate your business and thank you for being a Chase customer. '' They want me to accept that I somehow didn't get an offer that is promoted every where the card is advertised, and they have no paper trail of what promotional offers I agreed to. This is why I'm here. I normally don't get confrontational, but the fact that I was lied to by phone reps and that I didn't receive the full offer that was advertised really made me upset and I feel that this is fraud.

Company response to consumer: Closed with monetary relief