Consumer complaint received 2024-04-14
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. (TX)

I applied for the Chase Marriott Bonvoy Boundless credit card many months ago, and I have still not received my New Cardmember Offer of 3 Free Night Awards after spending more than {$3000.00} in the first three months from account opening. I am also missing XXXX Marriott Bonvoy Boundless points that shouldve been transferred by Chase to my account in XXXX. 

On XX/XX/2023, I applied for a new Marriott Bonvoy Boundless Credit Card, which had a welcome offer of 3 Free Night Awards after spending {$3000.00} in the first three months from account opening. When applying for the card, I listed my existing Marriott account number in the application form. 

In XXXX, after noticing that my points from the previous month had not been posted, I called Chase. I also called Marriott. They both blamed each other for the points not posting to my account ; I also wasnt receiving any of the account benefits that I should have been by owning the card ( like getting Silver Elite Status ). I had to make at least 5 calls to each company, and they kept pointing fingers at each other and telling me the other company was responsible for these issues, without resolving anything. 
I finally spoke to a knowledgeable Chase agent who informed me that the Marriott account number linked to my account was the same one I had listed in the application. However, the points/benefits were not transferring because the names on my Chase account and my Marriott account did not match ( my existing Marriott account did not have my full last name ).

With this information, I created a new Marriott Bonvoy account with the correct names and addresses in XXXX and called Chase to update the membership number on my Marriott Boundless credit card. I received a confirmation that the Bonvoy number on my Chase account had been updated successfully on XX/XX/2023. 

Now that the information between accounts matched up ( first name/last name and address ), all my subsequent points were deposited properly, and I began receiving other credit card benefits for the first time ( like getting Silver Elite status on Marriott Bonvoy and receiving my 15 Elite Night Credits ). Since I had two Marriott Bonvoy accounts in my name, I combined them into one Account ( the one that was now linked to my Chase card ) in XXXX. I have been receiving any new points earned after XXXX successfully. 

I called Chase again, who informed me that any missing points would be posted to this new Bonvoy account within 30 days. However, this did not happen ; I have not received any of the points/bonuses from before XX/XX/XXXX, when there was a name mismatch between accounts and Chase was unable/did not send anything to my account. Namely, I am missing the XXXX Free Night Awards ( of which I hit the {$3000.00} spend requirement in late XXXX XXXX ), and the XXXX points that I shouldve earned from my credit card spent, as you can see from my XXXX account statement ( which I have attached ). I called Chase again in XXXX and was told to wait several more weeks. It has now been more than FOUR months, and I have given it more than enough time for my missing points and cardmember offer to be honored. It is still missing, so I would like for this to be resolved and for Chase to honor their credit card terms and offer.

As various agents have explained, Chase is the one responsible for ensuring that I receive my new cardmember offer, as well as my missing points.