Consumer complaint received 2015-11-24
Company: JPMORGAN CHASE & CO.
State: IL
Product: Credit card
Issue: Rewards

Complaint:
My credit card, ( Chase Visa, XXXX ), offers a 3 % rebate on " Home Improvement '' purchases. I 'm purchasing {$900000.00} approx in hard wood floor, carpeting, and tile for my home. ( {$2000.00} pr month ) They are refusing to give me the 3 % stating that the point of purchase, ( XXXX XXXX, XXXX, IL ), is not listed as " HOME IMPROVEMENT '', but are listed or classified as " Flooring and Floor Coverings. '' I 'm sorry, but that is exactly what " Home Improvement '' is, flooring and floor coverings. While talking to the CS rep. I asked, " If I buy the same products from XXXX, would it be considered " HOME IMPROVEMENT? '' She replied, " Yes, XXXX is considered " home improvement '', but your store is classified as " Flooring and Floor Coverings. '' When I asked to be transferred to someone further up the ladder I was told they could not do that. Basically, I 'm being blockaded from speaking to anyone that has the authority to correct the problem. It comes down to how a store is coded and it is the coding that dictates if a purchase gets 3 % or 1 %. They advertise 3 % on " Home Improvements '', but it 's only if the store is coded as a home improvement store and they dictate how a store is coded. I requested a list of stores that were coded " Home Improvement '' and they said they could only tell me but not send me a list. They also could not tell me until after the purchase was made. " Catch XXXX '' They also offer 3 % on gas, but if I buy gas at a XXXX or XXXX convenience store, does it go down as gas at 3 % or general merchandise at 1 %? They 're playing a game and it 's cheating their customers out of a rebate that they deserve. The product is the product regardless of how they deem the store classification. 
This is a classic trick in that they offer no breakdown on the statements as to what the rebate amount is for each purchase and therefore the customer never knows that he is being cheated, or would a term like " mislead '' be more appropriate. How can I find out the -rebate amount for each and every purchase on my statement, when I get my statement. 
- I spoke to one of the Presidents and an owner of XXXX XXXX, XXXX XXXX, XXXX, and explained the situation to him. He was not aware of how they were classified and found my situation disturbing. When I told him they were classified as " Flooring and floor coverings '', he stated, " Yes, we are that, but that is also Home Improvement! '' His main concern, other than my situation, is that he could be loosing business to XXXX, XXXX, or XXXX XXXX just because of a coding error or glitch. 
Basically, it comes down to one thing, " The banks trying to scam their customers. '' It 's as bad as the politicians back in the XXXX trying to get away with stuff that was not legal by saying that XXXX was not a " WAR '', it was a " Police Action. '' Hopefully someone who is reading this recalls and knows exactly what I 'm talking about. 
OK, the ball is now in your court. Let 's see where you get in trying to talk to someone that has the authority to make the correct call. This is upsetting me so much I 'm considering going " VIRAL '' with my complaints. I wish I had a video of my conversations with Customer Service. Especially when I get someone in XXXX or XXXX on the other end of the line. Their refusal to kick me up the ladder to someone with more authority says a lot about their so called " Customer Service. '' On one previous call I was told that the store was mis-coded and the problem would be corrected. That does not appear to have happened. 
Thanking you in advance for any and all consideration. 

XXXX XXXX XXXX XXXX XXXX. 
XXXX, IL XXXXXXXXXXXX

Company response to consumer: Closed with explanation