Consumer complaint received 2024-03-28
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: JPMORGAN CHASE & CO. (CA)

In an effort to prevent the same fiasco ( see # XXXX ) from repeating itself again I reached out to CHASE Customer Service CHASE Corporate Office and CHASE Executive office and clearly explained in concise detail the information I needed, requested instructions on how to obtain it so that it matched what they had and shared with them what I had already done to obtain it but wanted to make sure the amounts matched. The first person mislead me throughout the call as to what he was doing to get the total, then gave an amount at least 25 % more that Id calculated so I again asked him to share with me how he arrived at that amount and to send me instructions to use so that I do not have to repeatedly call in to check the totals. He said okay, Ill do that- just a second and I was then transferred to a supervisor where I had to again explain what I was trying to do and what had happened and then instead of answering my questions she put me on hold to check the notes which made no sense to me because Id asked a direct question and share with her what the previous rep just did and the amount that I was sure was incorrect. Now rather the address this specific call and issue she starts referencing notes from several months ago that not do not apply to the situation for several reasons. One being that it was already mutually resolved ( why she didnt see or mention that I dont know ). The other being that the notes she was referring to had to do with the first part of the bonus which required an entirely different spend amount than what Id been asking about so basically she just ignored all of what I said and did her own thing which was inaccurate and useless.

I then called the Corporate office phone number and requested to be transferred the Executive Office. I was told I needed to explain why before being transferred explained all of this again and that I was trying to avoid going through what I went through before and the lady came up with some other department name that Ive never heard of and said that shed be transferring me to a supervisor there to have this resolved because that is what that department is for. 
I then had to explain everything to that man all over again while continuously waiting for his computer to ( start, restart get to that area etc. ) Eventually he then added up charges and was far closer to the total that I believed I was at than the other person but I did not have my numbers with me and he says okay since this number is close to uses Im going to flag your account with this amount and you just need to spend this amount. I said no, please do not do that because I do not have my totals with me what I need you to do is what I repeatedly asked you and the others to do today and that is to send me instructions on how you are arriving at those totals especially since you and the other rep who claim to have done the exact same thing are at {$3000.00} apart and I dont want to be caught in the middle of this again. He says that is why he is putting a note and I said that I was still not sure that his amount was correct because he would not tell me how it was being calculated but did go on to say -- - credits/refunds are not an issue the bank only counts charges. I informed him that that had been a serious issue in the past because Id received an unrequested, unauthorized refund in the past and it created a huge issue for me and I do not want to go through this again - and Id also spoken to reps there in the past who gave me all sorts of assurances and told me that my account was noted but the account would either not have notes from that call or the notes would be entirely different from what was discussed so please send me detailed instruction on how to get this information from your website when I am signed into the account and have downloaded the transactions. He again said that hed have notes on the account. Keep in mind that these are notes that the customer does not see so you have no idea what is or isnt there. After that call I again called back and requested the Executive Office. This time I was not asked to explain I was transferred to someone in the Executive Office and once again provided my name, card number and what had been happening for nearly 2 hours now now instead of trying assist me it turned into more questions what is your address? Really after off of this you dont know who I am and need my address yet the others didnt? I just need to know how to check my current spend, verify the additional amount needed to be spent and by when, and how to continue to monitor it on my side so that I do not have to continue to phone in and go through all of this to make sure that I meet the additional spend requires in time to earn the additional bonus and no one that I spoke with would provide me with that information or the same totals for the amount already spent or needed to be spent, This is exactly what happened before except in this instance Im trying to gather the correct information from the bank much sooner, before the promotion expires and they are still not being helpful.