Consumer complaint received 2022-07-18
Company: JPMORGAN CHASE & CO.
State: KY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
On XX/XX/XXXX, I opened up a checking account, savings account and credit card with Chase Bank at the branch in XXXX KY on XXXX XXXX. I was approved for a {$19000.00} limit credit card. I did not ask for a credit limit that big, but thats what came back when I was approved. 
Once I got home, I realized that my online account showed all promotions with the card, except for the 5 % cash back on gas, as advertised online. I called customer service a few times and I was assured that I did have the promotion. The last time I called to be sure about this was the next day, XX/XX/XXXX, and they assured me that once my points were generated on or about XX/XX/XXXX, I would see that promotion. 
On the morning of XX/XX/XXXX, I finally figured out how to check to see if I was receiving 5 % cash back on my gas purchases and I saw that I wasnt. So I called customer service again on that day, XX/XX/XXXX, around XXXX. The first representative checked and found that I indeed wasnt getting the 5 % cash back, as advertised online. She said she would need to escalate the issue and that it could take some time. I was frustrated and asked her to tell me what the cancellation policy was, due to me having to move all my accounts again. I asked her how I would cancel, and once she explained more to me, I thought about it and said that I would like to speak to a manager instead because there has to be something that can be done and I would need to situate my other accounts at Chase Bank first, if I do need to cancel. She then asked me to hold for a supervisor. While I understood that she wasnt sure why I didnt receive the promotion, it wasnt fair to me that I had called several times to make sure I would receive the promotion and I was told yes each time. 
I was transferred to a manager. I told him that I wanted to know the policy to cancel, as I would need to get my accounts in order first if he wouldnt be able to help. He was very rude. He also explained that he didnt think I would even be able to get the 5 % cash back option that I was told I would get, even though it was still being advertised online. He also told me that if it where possible, they would have to take away one of my account benefits that came along with the card. I explained to him that it wasnt fair at all. I told him that I had the date of the last call I made in XXXX so that he could pull the call. He was extremely rude. He kept cutting me off, and going back and forth with me. I asked him to stop being rude several times. He than resorted to repeating himself, and asking if I wanted to cancel, which I never asked him to do. I then told him that I wanted to file a complaint, and I wanted it to be with someone other than him, because he was extremely rude. He continued to be very combative so I ended the call. I didnt expect that from a manager. I felt attacked for something that wasnt even my fault. I ended the call just to call back and speak to someone different but the automated system told me that my account was already closed. I wanted to speak to someone that wasnt rude, and who could take my complaint. I have never been spoken to like that before. 

Once I found out that the manager closed my account, without my consent, I went to a branch to see if they could help. A banker at the branch called customer support for me and no one was able to give him a reason why my account was closed. He also explained that he didnt see any notes from my last call with the supervisor. I showed him the call on my phone, along with a screen shot of the offer, and a screen shot of one of my calls to customers service on XX/XX/XXXX to check on the 5 % cash back offer. He said he would also report this. I later learned that it was his last day. 

I want to submit this complaint because this affected my credit, it was closed without my authorization and it was a horrible, and extremely unfair experience.

Company response to consumer: Closed with explanation