Consumer complaint received 2016-05-06
Company: JPMORGAN CHASE & CO.
State: CA
Product: Credit card
Issue: Advertising and marketing

Complaint:
On XXXX XXXX, 2016, I applied for a XXXX Rewards Premier Credit Card online that offered XXXX bonus points after the cardholder spent {$3000.00} on purchases during the first three months from account opening. I had reviewed the offer online before I decided to apply, and had verified that there was no annual fee for the first year. The offer explicitly stated, " Introductory Annual Fee of {$0.00} the first year, then {$85.00} ''. I printed the offer from the Internet as support ( attached ), and it can be seen at the top of the second page of the document that shows " Limited Time XXXX Bonus Points '' on the first page. After applying for the card online that day, I immediately received a response from Chase that my application had been approved ( attached ). I received the card XX/XX/XXXX and quickly charged {$3000.00} to ensure that I received the XXXX bonus points. When my first statement came ( attached ), my husband noticed that I had been charged an {$85.00} Annual Membership Fee and asked me if that was correct. I pulled the documentation I had printed the day I applied for the card and verified that it said the annual fee was {$0.00} the first year. We immediately called Chase to have them correct the situation, but the customer service representative could not find the offer and said I would have to send in a letter with my support. I drafted a letter dated XXXX XXXX, 2016 with the support and sent it to Chase as per their request. On XXXX XXXX, 2016, I received a response from Chase dated XXXX XXXX, 2016 declining to waive the {$85.00} fee ( attached ). They did not explain why they would n't waive it and just said that the enrollment offer did not include an annual fee waiver for the first year. I immediately called the customer service number and asked for an explanation. The person I spoke with could not offer an explanation, so she transferred me to a supervisor named XXXX. He would not provide his last name when I asked. I explained my complete frustration with the situation and demanded that they waive the fee as per the documentation I had submitted, but he said he could not do that. He could not explain why they could n't waive the fee, so I told him that he needed to talk to someone higher up at Chase that would waive the fee in accordance with the documentation I had submitted. He said he would further investigate the issue, but that it would take 24 to 48 hours to respond to me. I provided my cell phone as the number that someone from Chase could call me at any time. I did not get a response within the 48 hour time frame, so I again spoke with someone in customer service on XXXX XXXX, 2016. The person I spoke with said that per the notes in the file, the Marketing Department had said that the offer I applied for did not have a {$0.00} fee for the first year. I was completely confused and frustrated because I had support showing there was no fee for the first year. I told the representative that I would file a complaint with the CFPB. On XXXX XXXX, I received a message on my cell phone from someone at Chase saying the waived annual fee applied to a different card, the XXXX Rewards Premier Business Credit Card, not the consumer credit card. The support I have and submitted to Chase clearly shows that there is no annual fee on the XXXX Rewards Premier Credit Card ( the consumer credit card ) for the first year. The offer for the business card, which is on the second page, shows " Introductory Annual Fee of {$0.00} the first year, then {$99.00}. '' Clearly, both offers show " Introductory Annual Fee of {$0.00} the first year '', but Chase is not honoring that on the consumer card I applied for. I am completely frustrated with Chase 's lack of integrity and customer service in this situation, so I am investigating other banks where my husband and I can move our accounts if this situation is not resolved.

Company response to consumer: Closed with explanation