Consumer complaint received 2024-04-26
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. (OH)

On Friday XX/XX/2024 I applied for and opened a Chase Sapphire Reserve Card to obtain access to exclusive events and options being provided to cardmembers at the XXXX XXXX  race weekend in XXXX, FL over the dates of XXXX XXXX XXXX, XXXX. Chases advertising for these exclusive options were misleading to the consumer by making it appear that the options were still available for purchase when they were not, but I could not see that the options were not available or guarantee until after applying for and opening a Sapphire Reserve card. 

On Wednesday XX/XX/2024, my husband received an email from XXXX  XXXX advertising the experiences/perks offered to Chase Sapphire Reserve Card members for the XXXX XXXX race weekend in XXXX ( XX/XX/2024 - XX/XX/2024 ). He received this email as he had purchased tickets for us to attend the race. The contents of the email are attached to this message and advertised the following : " Chase is a proud Event Supporter of the XXXX XXXX XXXX  XXXX XXXX XXXX. This year, Chase cardholders can elevate their race weekend with : Exclusive Thursday Track Preview with XXXX XXXX XXXX for Chase Sapphire Reserve cardmembers redeemable on XXXX XXXX XXXXt bites and cocktails in the Chase Sapphire Reserve Lounge 20 % off purchases for all Chase cardholders in the XXXX XXXX Access to onsite phone chargers, provided by Chase Other exclusive perks for cardmembers The Chase Sapphire Reserve XXXX will be open daily for cardmembers to enjoy. We look forward to seeing you at the XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX. '' The email ended with a link to learn more. The learn more page directed me to Chase.XXXX to view more information about the Sapphire Reserve Card and included the following language regarding XXXX XXXX XXXX XXXX for XXXX ( Contents of this web page are attached to this complaint ) : You have access to exclusive race packages and experience XXXX XXXX when the worlds elite drivers face off. XXXX cardmembers can access the XXXX XXXX with food and beverage curated by the XXXX and a VIP track preview with a XXXX XXXX walk. Outside the track, enjoy an exclusive outdoor XXXX class with XXXX XXXX and local cardmember benefits. 

The language ended with a link option to Get Tickets. To open the page to Get Tickets an individual must have a Chase Reserve Sapphire card and log into their account to access the ability to purchase and review additional information. 

I thought these exclusive experiences sounded like a great opportunity to purchase and attend during the XXXX  XXXX weekend and we wanted to have access to the XXXX XXXX so I applied for and was approved for the Chase Reserve Sapphire card with the intent of purchasing the experiences and using the lounge. This card includes an annual fee of {$550.00}. 

After receiving my card number I logged into the Chase XXXX XXXX page to view the XXXX XXXX experience options and landed on a page showing that XXXX of the XXXX exclusive purchasable events were sold out ( screen shot of this webpage is included ). 

I then reviewed the Chase Sapphire XXXX option that stated at the top SHOW YOUR CARD. My physical Sapphire Reserve card will not be received for XXXX business days, so I will likely not have my card to show during race weekend to obtain access to the lounge. Additionally, when selecting the option to review additional information on the XXXX XXXX the following language was included ( screen shot of language is included ) : THIS IS NOT A BOOKABLE EXPERIENCE, FOR INFORMATION PURPOSES ONLY* PRE-BOOKING NOT REQUIRED FOR ENTRY Elevate your experience at Race Weekend with curated food & beverage, premium gifts, interactive experiences, and more at the Sapphire XXXX XXXX XXXX The XXXX XXXX XXXX is open to all Sapphire Reserve cardmembers plus 1 guest. The XXXX XXXX XXXX is conveniently located adjacent to the podium. For entry to the lounge, simply show your Sapphire Reserve card at the lounge entrance. Admittance is not guaranteed, will be based on capacity. 

The primary reason I applied for the XXXX XXXX was to have access to the lounge and to purchase the exclusive events. Had I been able to access any of this information showing the experiences were sold out or that admittance to the lounge was based on capacity, PRIOR to having to own the Sapphire Reserve Card I would not have applied for it. I feel like the advertising is deceitful and led me to believe the experiences were still available and that we would have access to the lounge.