Consumer complaint received 2023-01-14
Company: JPMORGAN CHASE & CO.
State: AZ
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:
Issue : On the official application page for the Chase Freedom XXXX Credit card it showed this verbiage below on XX/XX/XXXX. 

" {$200.00} bonus plus 5 % grocery store offer - up to {$800.00} total cash back Earn a {$200.00} bonus after you spend {$500.00} on purchases in the first 3 months from account opening. * XXXX, earn 5 % cash back on grocery store purchases ( excluding XXXX and XXXX ) * on up to {$12000.00} spent in the first year ( that's {$600.00} cash back! ). * This product is available to you if you do not have this card and have not received a new cardmember bonus for this card in the past 24 months. '' I applied for the Chase Freedom XXXX credit card by logging in to my Chase account and using the official Chase portal on XX/XX/XXXX. I specifically applied for this card knowing I am eligible for both introductory offer, as I have never had " ... this card before and have not received a new cardmember bonus for this card in the past 24 months '' as stated by the official Chase Freedom XXXX credit card application website. Screenshot available in page XXXX of the attachment " Screenshots of websites and same Chase Freedom XXXX offer multiple dates..pdf '' When I was approved for this card, I was taken to a confirmation page where I received confirmation that I have been approved to get both the 5 % cash back on grocery store purchases on up to {$12000.00} spent in the first year IN ADDITION to the {$200.00} bonus after I spend {$500.00} on purchases in the first 3 months from opening my new Chase Freedom XXXX XXXXXXXX account with Chase. 

However, when I received my new Chase Freedom XXXX credit card in the mail, it only showed the {$200.00} introductory sign-up bonus in the account but it was missing the 5 % cash back on grocery store purchases on up to {$12000.00} spent in the first-year offer. When I activated my new Chase Freedom XXXX credit card, my account showed the {$200.00} introductory sign-up bonus but again the 5 % cash back on grocery store offer was still missing, even though I was approved for both offers per the confirmation page right after my Chase Freedom XXXX XXXX application online on XX/XX/XXXX. 

I have received {$200.00} sign-up bonus in my Chase Freedom XXXX account but I still do not have the 5 % cash back on grocery store purchases in the first year offer which I was eligible and approved for by Chase. Chase has been refusing to honor the missing 5 % cash back on grocery store purchases in the first year offer on my account even when the offer was available at the time of application and I was eligible per the Chase website and I was approved via the confirmation page. 

Actions and Responses : I have reached out to Chase multiple times to resolve this issue without any avail. I was provided with vague responses along with false and incorrect reasons to why I am ineligible for the offer and why the offer was not appearing on my account. 

On XX/XX/XXXX, I spoke to a Chase Customer Service Specialist who mentioned the 5 % sign up grocery bonus for the first year offer is already applied to my Chase Freedom XXXX card but will not show up anywhere. I will be automatically getting the 5 % back on grocery store purchases as points for first year when I make eligible purchases. This did not happen after I made multiple grocery store purchases and I did not receive the 5 % grocery store cash back bonus on my new Chase Freedom XXXX card account. 

On XX/XX/XXXX, I spoke to a Chase Customer Service Specialist who mentioned the 5 % cash back grocery bonus for the first year offer should be appearing on my account. They did not know why it was not appearing and they escalated this issue to their Marketing and Research team to see why the sign-up bonus of 5 % cash back on grocery store purchases for first year was not applied and appearing on my Chase Freedom XXXX Card as it should be. The agent said I would be receiving a response in XXXX to XXXX business days in mail. 

On XX/XX/XXXX, I did not receive a response in mail from Chase yet and my Chase Freedom XXXX  card account was still missing the 5 % cash back on grocery store purchases for first year offer. I reached out to Chase and spoke to another Chase Customer Service Specialist. They said I am ineligible because the " 5 % cash back on grocery store purchases for first year '' offer was not available at the time of my application for the Chase Freedom XXXX credit card and only the {$200.00} offer was available. I explained that this is incorrect. The same offer has been available before my time of Chase Freedom XXXX credit card application and was available when I applied and is available on the official Chase website as of XX/XX/XXXX. I also explained that I meet the eligibility criteria as stated per the official Chase website and received confirmation of approval for {$200.00} bonus and the 5 % cash back on grocery store purchases for first year offer after my application. The agent said they have re-escalated the issue and I will be receiving a response. 

On XX/XX/XXXX I received a letter from Chase dated on XX/XX/XXXX regarding the conversation I had with the Chase Customer Service Specialist on XX/XX/XXXX which said, " As per your application details, the enrollment offer for the account was for XXXX points after spending {$500.00} in purchases within the first three months of opening your account. ... ... ... ... ... ... ... ... ..We are unable to match the offer to receive 5 % on grocery store purchases in the first 12 months of account opening with a spending cap of {$12000.00}. '' I have included the letter as an attachment for full details. 

Chase claims the enrollment offer for the account was for the {$200.00} sign bonus only and Chase is unable to apply the missing offer. This is incorrect, as I specifically applied for the Chase Freedom XXXX credit card when both offers were available on the Chase official website on XX/XX/XXXX and the account is eligible per the Chase official website. The whole issue is because the 5 % cash back on grocery store offer for the first year is missing from my account when it should be available. There were not any additional enrollment steps for 5 % cash back on grocery store purchases offer other than just applying for the Chase Freedom XXXX card on the Chase Freedom XXXX card application page. See attachment " Screenshots of websites and same Chase Freedom XXXX offer multiple dates..pdf '' On XX/XX/XXXX, I received a letter from Chase dated on XX/XX/XXXX in reference to a conversation with a Chase supervisor regarding the Freedom XXXX credit card account which said " We reviewed your credit card account above and confirmed the offer you applied for is XXXX bonus points after you spend {$500.00} on purchases in the first 3 months from account opening ... ... ... ... .Unfortunately, your account isn't eligible to receive 5 cash back on grocery store purchases. Promotional offers are only available for select credit cards and aren't transferable between accounts. '' I have included the letter as an attachment for full details. 

Chase again falsely claims I applied for the ( {$200.00} ) XXXX bonus points only and my account is not eligible to receive the 5 % cash back on grocery store purchases first year. This is again incorrect, as stated above I specifically applied for the Chase Freedom XXXX credit card when both offers were available on the Chase official website. There were not any additional enrollment steps for 5 % cash back on grocery store offer other than just applying for the Chase Freedom XXXX card on the Chase Freedom XXXX card application page when both offers were available. Chase keeps using circular logic in their response saying I only applied for the ( {$200.00} ) XXXX bonus points only offer only when I applied for both. Any reasonable individual, looking at Chase Freedom XXXX credit card application website will assume that the application for the credit card automatically applies for both offers as stated by the Chase website unless stated otherwise. Here is how it appears. 

" Earn a {$200.00} bonus after you spend {$500.00} on purchases in the first 3 months from account opening. * XXXX, earn 5 % cash back on grocery store purchases ( excluding XXXX and XXXX ) * There were no statements made otherwise on the credit card application webpage which mentioned it was one offer or the other when approved. The verbiage also includes " XXXX '' for both offers. 

On XX/XX/XXXX, I received a letter from Chase dated on XX/XX/XXXX which said, " Upon reviewing your account, we see that the offer you requested for was never enrolled, hence you did not qualify for it. We are unable to honor your request and apologize for the inconvenience this may have caused. '' I have included the letter as an attachment for full details. 

Chase in this response says the offer was never enrolled so I did not qualify for it. Chase does not explain what is required to have offer enrolled, why the offer was not enrolled, who needed to enroll the offer and why I did not qualify for it. Chase provided vague responses to dismiss the issue and not honor the promotional offer advertised on their website. 
If Chase is claiming the offer was not available at the time of my application, then it is false and incorrect as both offers were available at the time of my credit card application and I was approved for both offers by Chase. 
If Chase is claiming, there were additional steps to enroll into the 5 % cash back on grocery store purchases offer, there were no information or steps mentioned on the Chase Official website or on the Chase credit card application page that needed to be completed by me to be enrolled for both offers other than just apply for Chase Freedom XXXX credit card. 

I spoke to a Chase escalation supervisor and explained the issue again and how I have received approval and am eligible per the Chase website and the offer was available at the time of my application which is why I specifically applied for the card. The supervisor said that they are not able to do anything as the decision has been made already by the Marketing and Research team and the only next step would be to send a physical mail or send a fax to the Chase Correspondence team to resolve this issue. Per the supervisor, the Chase Correspondence team does not have a direct phone number I can use to contact them and can only be contacted by physical mail or fax provided. 

I compiled a document with screenshots dates and proof that both offers were available before, at and after the time of application along with all the past contacts with Chase for the Chase Correspondence team to resolve the issue. On XX/XX/XXXX. I sent a physical mail to the Chase Correspondence team with delivery tracking confirmation so Chase is not able to claim they never received the letter just like they are claiming the 5 % cash back on grocery purchases for first year offer on my application was never there. 

On XX/XX/XXXX, I received a letter from Chase dated on XX/XX/XXXX, in response to my physical mail which said " Your account is not eligible for the offer you requested ... ..Although your account isn't eligible for the new offer your requested, the original offer is still available to you. 

We encourage you take advantage of your original offer Your original offer is XXXX bonus points after you spend {$500.00} purchases in the first 3 months your account is open ... .. '' I have included this as an attachment. See Physical Mail Sent to Chase Correspondence team.docx for full details and screenshots.

Chase Correspondence team again disregards all proof and screenshots I provided to show that offer was available when I applied and says my account is not eligible to not honor the promotional offer.Chase also does not provide any legitimate reasons to why my account is not eligible, as there are none. As stated per the Chase Freedom XXXX credit card application website, my account is eligible, since I have never had the Chase Freedom XXXX card before and have not received a new Chase Freedom XXXX cardmember bonus for this card in the past 24 months. 


Proof and Screenshots : I do not have screenshots of the Chase offer and confirmation from the day of application since I have never had issues with Chase before for my other credit cards and had no reason to suspect there would be an issue. 

I specifically applied through the official Chase portal and chose to apply for the Chase Freedom XXXX credit card on XX/XX/XXXX because of both " 5 % cash back on grocery store purchases on up to {$12000.00} spent in the first year and the {$200.00} bonus after I spend {$500.00} on purchases in the first 3 months '' offers available at the time of my application. When I submitted my credit card application, I was taken to a page where it showed I was approved for the Chase Freedom XXXX credit and for both 5 % cash back on grocery store purchases on up to {$12000.00} spent in the first year and the {$200.00} bonus after I spend {$500.00} on purchases in the first 3 months offers.The same offer is available currently as of XX/XX/XXXX on the Chase Freedom XXXX credit card application website. 

Here are XXXX reputable websites with URL links that show when the both of the Chase offer was available. The 5 % grocery store cashback has been available before or from XX/XX/XXXX along with the {$200.00} bonus with the same introductory sign up bonus for Chase Freedom XXXX card as when I applied on XX/XX/XXXX. I have attached the screenshots in page XXXX and page XXXX in " Screenshots of websites and same Chase Freedom XXXX offer multiple dates..XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Additionally, the same offer has been available and is still available on the official Chase Freedom XXXX credit card application website on XXXX XXXX XX/XX/XXXX and XX/XX/XXXX. The screenshots are also available in the physical mail sent to Chase Correspondence team attachment in page 3, page 4 and page 5.

Chase is directly ignoring all proofs I provided and their own eligibility criteria for the promotional offers on their own website to not honor the advertised promotional offers. Chase is misleading customers by falsely advertising promotional offers and eligibility criteria on the Chase official Freedom XXXX credit card website to get customers to apply for the card. Chase is then not honoring the promotional offers and claiming ignorance by saying my account is ineligible for the offer since the offer was not there at the time of my application which is false and untrue for all the reasons and proofs provided above.

Company response to consumer: Closed with non-monetary relief