Consumer complaint received 2022-08-30
Company: JPMORGAN CHASE & CO.
State: FL
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 am a new Chase Freedom Flex credit card holder of a card ending XXXX. According to this card 's terms that are being advertised by Chase bank, as a new cardholder, I am entitled to earn a {$200.00} bonus after I spend {$500.00} on purchases in the first 3 months from account opening and earn 5 % cash back on gas station purchases on up to {$6000.00} spent in the first year.

In addition, as a Chase Freedom Flex card holder, I can earn 5 % cash back on up to {$1500.00} on combined purchases in bonus categories each quarter I activate. Plus, earn 5 % cash back on travel purchased through Chase, 3 % on dining including takeout and drugstores, and 1 % on all other purchases. 

The following categories have been activated for the current 5 % cash back bonus categories for the period XX/XX/XXXX - XX/XX/2022 : Gas Stations Rental Car Agencies Movie Theaters Based on the above, I should be expecting 10 % cash total back for my relevant gas station transactions for the period XX/XX/XXXX - XX/XX/2022 : ( it consists of 5 % cash back on gas station purchases and 5 % cash back based on the quarter bonus category ). 

It should be noted that the 5 % quarter cash back bonus category consists of a 4 % flexible quarter cash back bonus category and 1 % cash back on all purchases as stipulated in the Chase Freedom Flex card terms and conditions. 

However, based on the data from my bank statements, I am receiving 9 % cash back in total instead of 10 % cash back on my gas station purchases. 

The data from the bank statement shows that the following formula is being applied by Chase bank to my gas station transactions : 4 % + ( 4 % +1 % ) = 9 % where : 4 % belong to cash back on gas station purchases on up to {$6000.00} spent in the first year ; 4 % belong to the flexible cash back bonus category that has been activated each quarter, and 1 % cash back on all purchases Based on the above, I do not receive 5 % cash back on gas station purchases on up to {$6000.00} spent in the first year as advertised by Chase bank. 

Upon identification of this inconsistency, I contacted Chase bank and explained this situation to their Customer support staff. 

However, in their response letter dated XX/XX/2022, Chase bank did not address my concerns. Instead, they confirmed that cash back bonus on gas station purchases on up to {$6000.00} spent in the first year is not 5 %, but 4 %. However, this is directly contradicting Chase 's public advertisement located on Chase 's website. 

Upon receipt of the above letter from Chase, I contacted their Customer support again and clearly referred to the discrepancy stated in their letter and publicly available information that was advertised on their website and that I, as a consumer, relied on to make a decision to apply for Freedom Flex credit card. 

Upon conversation with Chase Customer support staff, I received another letter from Chase dated XXXX XXXX 2022 where they asked for additional information related to my concern. 

I had to call Chase Customer support staff again and reiterated my concerns again. 
Based on that call I received another letter from Chase dated XXXX XXXX, 2022, which, again, didnt address my concern but referred to the quarter 5 % cash back category instead. 

Id like to point out to potential UDAAP violation by Chase bank based on the misleading information presented to me as a consumer.

Company response to consumer: Closed with non-monetary relief