Consumer complaint received 2023-01-24
Company: JPMORGAN CHASE & CO.
State: OR
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
In XXXX and XX/XX/XXXX, I spent a total of {$130000.00} on advertising purchases at XXXX. According to the terms of my Chase XXXX XXXX XXXX credit card, I should have earned 3 rewards points per dollar for " social media and search engine advertising. '' Instead, Chase credited me only 1 point per dollar spent and has refused to credit me for the missing 2 points per dollar ( XXXX points total ). 

This is an issue that I have experienced with Chase multiple times in the last year and a half. In XX/XX/XXXX, XX/XX/XXXX, XXXX XXXX, and XX/XX/XXXX, I was under-credited rewards points for my advertising purchases on XXXX. In every single one of those cases, after I provided receipts proving that the purchases were for digital/social media advertising, I was credited the 2 points per dollar that Chase owed me. 

Since XX/XX/XXXX, I have sent 14 messages to Chase customer support through their website about this latest issue. They have given me a variety of reasons why they will not honor the 3x rewards rate, including that the merchant coded the transactions incorrectly ( which is out of my control, and something that Chase has manually resolved in the past after I provided receipts for the charges ). 

Chase has refused to explain why they credited me with over XXXX missing rewards points when this exact same issue occurred previously but refuse to credit them to me now. 

According to the description of their Rewards Categories on https : //www.chase.com/personal/credit-cards/rewards-category-faq, purchases of " Social media and search engine advertising '' qualify for 3x rewards points, provided that : " Merchants in this category include social media websites and online search engines that advertise a business, brand, products or services. Advertising purchases that are not made directly from a social media website or online search engine merchant may not qualify ; for example, advertising purchases made through a third party such as an ad agency or web designer offering related services. Also, purchases from social media websites or online search engines that are not for advertising will not qualify ; for example, subscription or app purchases. '' According to Chase 's own definition, all of my purchases qualify. XXXX is a social media website. I purchased advertising on behalf of a brand 's products and services. I purchased the advertising directly from XXXX as Sponsored Updates. And I was charged for the performance of each individual ad unit ( either the number of clicks it received or the number of views it received ). This was NOT a subscription purchase, despite the fact that apparently that's the transaction code that XXXX 's credit card vendor used incorrectly. 

I provided receipts for all of these transactions. I pointed to the four other times Chase acknowledged that I was owed points for these exact same types of transactions. And over XXXX months and dozens of messages back and forth, Chase refuses to acknowledge that this is the exact same situation that they corrected previously. 

I have no other option except to file this report, which I do not want to do. But these rewards points are worth literally thousands of dollars, and I am not willing to walk away and let Chase refuse to honor my Cardmember Agreement. 

I have attached my receipts for my XXXX purchases from XXXX XXXX, as well as a message from Chase from XX/XX/XXXX, in which they acknowledged that " We understand sometimes the Merchant Category Code ( MCC ) that comes with a transaction may not cover a companies full scope of business or services, and can cause customers to earn less than what was intended. Because of this, we are always happy to credit any points that should have been earned after appropriate review and approval of any transactions in question. Simply call us, or send us a secure message on Chase.com with the transaction details missing the correct points structure. We will gladly review and adjust any necessary points. ''

Company response to consumer: Closed with explanation