Consumer complaint received 2022-09-21
Company: JPMORGAN CHASE & CO.
State: HI
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:
I am a victim of false advertising regarding a credit card offer. The offer was if you spend XXXX in the first 3 months, you got credited 5 free nights at the marriott. However, I was only credited 3 nights. After contacting them they still will not change it even though I did what the marketing asked me to do ( apply before XX/XX/XXXX ). Below is the first message I sent to Chase on XX/XX/2022 that describes the problem : Hello, I am reaching out to correct an error in a credit card offer I was sent. I received the attached application offer to which I applied and was accepted. I spent XXXX dollars and yet I have only been awarded 3 nights. 

I called and was told the marketing department would get back to me. They sent me the letter that is also attached just saying I am ineligible for the offer. 

How can I be ineligible if I was mailed the offer and applied? 

I am requesting you correct the error to give me the XXXX nights as I was offered when I originally applied. 

Thank you, XXXX XXXX is their response on XX/XX/2022 : Hello, XXXX. 

Thank you for contacting us about your Marriott Bonvoy credit card. 

We understand how important it is to get the most out of your credit card, especially when it comes to earning the new account bonus offer. 

We have reviewed the attachments you sent but are unable to locate the invitation code on the application. 

Please respond to this email with the code so we can continue to review your request. 

If you have any questions regarding your Marriott Bonvoy account, please contact Marriott at meetmarriottbonvoy.marriott.com or call them at 1-800-321-7396. 

If you have any questions about your credit card account, please contact us. 

We appreciate your business. 

Sincerely, XXXX Senior Service Specialist Below is my response on XX/XX/2022 : Hello, The attached is all that was sent to me. Marriott told me that I needed to deal with you regarding credit card offers. There is no invitation code, only an invitation to apply. I scanned the QR code which took me to creditcards.chase.com where I completed my application. 

I relied on the marketing communications I received from you in my applying for the credit card. I would not have applied if it were not for the special 5 nights offer. 

I am trying to give Chase the benefit of the doubt and correct the error and avoid having If you are unwilling to make it right I will be making complaints with : Consumer Financial Protection XXXX XXXX XXXX XXXX State of Hawaii Department of Commerce and Consumer Affairs If necessary I am willing to take Chase to small claims court if the above doesn't remedy the situation. Now is your chance to make it right and save us both the trouble. 

Below is their response : Hello, XXXX. 

Thank you for contacting us about your Marriott Bonvoy credit card.

We understand how important it is to get the most out of your credit card, especially when it comes to earning rewards. 

We have reviewed your request again. 

Regrettably, the current offer on your account stands as is which is where you will earn Marriott e-certificates 3 night stays ( each night has a redemption value up to XXXX points ) after you spend {$3000.00} on purchases in the first 3 months from account opening. 

" Purchases '' do not include balance transfers, cash advances, travelers checks, foreign currency, money orders, wire transfers or similar cash-like transactions, lottery tickets, casino gaming chips, race track wagers or similar betting transactions, any checks that access your account, interest, unauthorized or fraudulent charges, and fees of any kind, including an annual fee, if applicable. 

We are unable to match or honor the offer you are requesting. 

We understand this isn't the answer you want and apologize about any inconvenience this may have caused. 

If you have any questions regarding your Marriott Bonvoy account, please contact Marriott at meetmarriottbonvoy.marriott.com or call them at 1-800-321-7396. 

If you have any questions about your credit card account, please contact us. 

We appreciate your business. 

Sincerely, XXXX Senior Service Specialist

Company response to consumer: Closed with explanation