Consumer complaint received 2024-10-09
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: JPMORGAN CHASE & CO. (CA)

I am writing regarding a Chase system error that has resulted in the incorrect imposition of a chase plan fee that. The fee should never have been incurred. 

In mid XX/XX/year>, I received a targeted offer through the chase app, and desktop site, indicating a promotion for a fee-free first Chase plan. The terms were very clear that if the qualifying purchase was made by XX/XX/year>, then my first chase plan under this offer, would not impose any fees. 

To verify, I called chase several times on XX/XX/XXXX. This is evidenced by XXXX calls placed at to customer support in the attached documents.. During these calls, I made sure to verify with chase reps that I was seeing correctly, and to confirm the offer was valid. Multiple chase reps are on a recorded line, assuring me that they see that the promotion is valid, and that I should have no issue. 

My first concern arose when I was asked during that time, to screenshot the offer " just in case. '' I didn't like this sense of uncertainty from chase, but i did anyway. On XX/XX/XXXX, I purchased an XXXX XXXX amplifier from XXXX XXXX for {$4200.00}, with intent to apply the promotion, and pay the total under a fee-free promotional chase plan. However, when I would try to do this, I would see that the page was still indicating a monthly fee charge ( fee, not interest ). 

I called Chase on XX/XX/XXXX again to verify, and again, I was assured that at worst, if the system does not automatically remove the fee, Chase would retroactively remove the fee. 

Unfortunately, this never actually happened. After I made the purchase and had trouble claiming the promotion, Chase was only offering me plans with fees. I called Chase in late XXXX to raise the issue. I made a support claim, and provided all documentation on my part and phone record references, that clearly indicate that I had every reason to believe the promotion was valid. 

I was seeing it on my app, I saw it on desktop site, numerous CS reps confirmed. When pleading my case for the fee to be removed, and honoring the promotion, I kept getting hollow answers from Chase that failed to address the fact that the entire situation was a result of likely system error, but worse yet, I was told by a Chase rep that this issue was known by XXXX. Not just that, but XXXX passed guidance onto customer service to not honor this promotion, having known people were seeing it in error. 

The lack of support after the fact, despite all the evidence that this should be honored, is questionable in terms of legality. I am simply looking for the fee to be reversed and removed from the plan, and the promotion honored, as I was led to believe. 

Because of the grossly predatory nature of this situation, which now has me liable for over {$1400.00} in fees that I was told would not be incurred, I have taken measures to protect myself in the case that this continues to need to be escalated. 

Whether or not that promotion was presenting itself in error or not, is not so much the issue as the fact that after being repeatedly told it was valid, Chase completely turned their backs on me in resolving the matter. The resolution of the matter is very simply reversing the plan fee, and honoring the promotion. 

I took every measure as a consumer to make sure my eyes were not deceiving me. In the end, it was a predatory bait-and-switch, whether in error or not. 

I have exhausted all options in taking this up with Chase customer service. At no point does Chase acknowledge my documentation in providing resolution. This is a problem because that documentation shows that Chase, without any shadow of a doubt, is at fault here, and should honor the promotion. 

This entire debacle has been exhausting, and Chase has dragged this on far more than it needs to, considering how simple of a solution this is. 


I am hoping that Chase can do the right and simple thing, and simply honor the promotion I was presented with, and credit the {$1400.00} in plan fees that should not have been assessed. 

Everything about this situation appears like a classic bait and switch scam.