Consumer complaint received 2020-03-06
Company: JPMORGAN CHASE & CO.
State: AR
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:
Chase advertised XXXX bonus points on my Marriott Rewards account for spending {$3000.00} in the first 3 months with a Mariott Bonvoy Card,  which I did. They have not honored this promotion, despite the fact that I have scanned and sent them a copy of it. 
It was under this false pretense that I opened the account and spent over {$4900.00} in the first 3 months. Now they say that offer can not be honored. That it should have been {$5000.00} in the first 3 months, but offer no real explanation of why they will not honor the offer. 

Upon my request to honor the XXXX for {$3000.00} spent, here is the letter they sent me through their secure messaging system and my reply. 

Original message : Hello XXXX, I am glad to review your enrollment bonus offer inquiry on Marriott Bonvoy Boundless account. 

XXXX, we assure you that your requests have been reviewed by the highest escalation team in the email channel. Upon review I see that you had received the offer which was available at the time of application. I see your account had an offer to earn XXXX bonus points after you spend {$5000.00} on purchases in the first 3 months from account opening. We sincerely apologize for the inconvenience caused if you were not informed about the correct sign up bonus for your account. The last date to meet the {$5000.00} spend was XX/XX/2020. Since the spend was not met in the given timeframe, your account did not qualify for the XXXX bonus points. 

We're sorry our efforts to assist you did not result in the outcome you had expected. Please know that our inability to grant your request at this time doesn't necessarily mean that we don't want you to earn bonus points on your account. However, we are unable to apply the XXXX rewards points offer to your account. We apologize for the inconvenience caused to you in this regards. 

If you still wish to close your account. You can close your account in the following ways : - Send us a secure message, - Call us at the phone number below, or - Send a letter to : Chase Card Services XXXX XXXX XXXX XXXX, DE XXXX If your account earns rewards, check your rewards activity. 
- If you redeem your rewards through one of our partner loyalty programs ( such as an airline or hotel ), rewards you earned will be transferred to the partner program. >>> We ask that you trust that this decision is the best way to remain fair and consistent, as to make exceptions, would not be equitable to our other cardmembers. 

We appreciate your business and thank you for being a Chase customer. 

Thank you, XXXX Chase Email Servicing XXXX AOC : XXXX My reply : I have filed a complaint with the Consumer Financial Protection Bureau. I will wait to close my account while we see if they can resolve this issue with your deceptive company. 

To reiterate, I dispute that the offer was XXXX for {$5000.00} spent. I sent you a scanned hard copy of the offer I received from YOU with the XXXX for {$3000.00} spent. It was under the auspices of this offer that I agree to take the card. The facts you have stated below are false and/or misleading. 

XXXX XXXX

Company response to consumer: Closed with explanation