Consumer complaint received 2022-12-29
Company: JPMORGAN CHASE & CO.
State: WA
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:
On XX/XX/XXXX, I spoke directly to a Chase banking representative who offered an upgrade bonus of XXXX after the first purchase to switch from the Chase XXXX XXXX XXXX to a Chase XXXX XXXX XXXX with an increased annual fee of {$250.00} and after spending {$15000.00}, I would additionally receive a free XXXX  XXXX point night. I requested documentation to review the terms of the offer. The representative directed me to the following website to review the provisions of the offer ( see attached pdf file containing terms of the offer ) : https : XXXX I asked whether I needed to follow the link from the offer in order to ensure eligibility. The representative stated, " No, I can see on your file that you are eligible and I can process the upgrade right now over the phone. '' I accepted the offer and was sent the Chase XXXX XXXX XXXX and adhered to the criteria listed in the upgrade offer, including spending {$15000.00} to receive the additional free XXXX XXXX point night. 

Upon receiving my next statement I contacted Chase to inform them that I had not received the XXXX from the upgrade. I was instructed to wait until the next statement in XXXX with an explanation that the bonus points can take XXXX weeks. Upon receiving my XXXX statement, I followed up again inquiring about the missing XXXX. I was told the issue had been elevated and the points would be directed to my account. 

On XX/XX/XXXX I called back to let them know the points still had not arrived and was told there was no history of any upgrade offer for existing customers and the offer is only available for new customers taking out a credit card for the first time. I directed the representative to the upgrade offer that I was given information on and is still active through XX/XX/XXXX. The representative acknowledged to offer, but stated there is no information entered from the representative who processed the upgrade indicating any promotion was used. The representative stated the upgrade offer requires a person to use the link provided from the website and since there is no proof in the notes of the representative who assisted me on XX/XX/XXXX that they can not honor the upgrade since I upgraded the card on my own volition with no upgrade offer applied to the transaction. I advised their calls are recorded and requested a review of the conversation held on XX/XX/XXXX that lead me to accept the Chase upgrade offer over the phone. I was told she would elevate the issue and a representative would follow up. I informed that I have been told previously the issue was elevated and no one followed up. 

Contacted Chase on XX/XX/XXXX, the representative stated the notes indicate the XXXX from the bonus offer were being directed to my account. On XX/XX/XXXX I received an letter from Chase dated XX/XX/XXXX informing me that they reviewed the recording with their Chase representative on XX/XX/XXXX stating, " Please accept our sincere apologies for any misinformation by our customer service phone XXXX regarding the XXXX XXXX upgrade bonus of XXXX points ... the offer was available only for select XXXX XXXX card customers. We are unable to honor your request for XXXX points. '' It is wrong for Chase to acknowledge they extended an upgrade offer, but are refusing after the fact to honor the terms of their upgrade offer, after I've met all the terms of their offer.

Company response to consumer: Closed with non-monetary relief