Consumer complaint received 2024-04-25
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: JPMORGAN CHASE & CO. (GA)

I hold a Chase credit card account. Chase occasionally offers their customers promotional credits called Chase Offers, which are advertised in the Chase app. 

On or before XX/XX/2024, Chase offered me a promotional offer as a Chase Offer ( hereinafter the offer ). I activated the offer on my card ending in XXXX or before XX/XX/2024. 

The full screenshot of the offer is attached to this complaint ( see Exhibit XXXX and Exhibit XXXX ). The offer details, as reprinted in entirety, were as follows : -- -- - Earn 10 % cash back on your The XXXX XXXX purchase, with a {$54.00} cash back maximum. Offer valid online only. 

Shop The XXXX XXXX! 

Offer expires XX/XX/2024. Offer valid one time only. Offer only valid on purchases made directly with the merchant. Offer not valid on purchases made using third-party services, delivery services, or a third-party payment account ( e.g., buy now pay later ). Payment must be made on or before offer expiration date. 

Disclaimer Chase is only responsible for posting the statement credit to your account based on the data it receives from its third-party service provider. It is possible that a merchant may split your purchase into multiple transactions. In this case, you may only receive your statement credit on the first transaction amount. If this occurs, please call the number on the back of your card. The statement credit will appear on your statement within 14 business days of Chase 's receipt of this information. 
If you purchase a subscription service, your card may be billed for automatic renewals at recurring periods without further notice from the merchant. This offer will not apply to such renewals once the offer expires or is fully used. 

-- -- - After activating this offer in my Chase app, on XX/XX/2024 at XXXX, I made an online purchase with The XXXX XXXX for an amount totaling {$500.00} with my card ending in XXXX ( see Exhibit XXXX ). This purchase was made online through the XXXX XXXX website and was fully eligible for the offer according to the offer details. As per the offer details, I was due a promotional statement credit from Chase of {$50.00}. 

On XX/XX/2024 at XXXX, I made another purchase from The XXXX XXXX for {$21.00} with my card ending in XXXX ( see Exhibit XXXX ). This purchase would NOT be eligible for the offer according to the offer details, which state that the statement credit is only eligible one-time, and on the first purchase from the merchant. 

On XX/XX/2024, I received a promotional credit from Chase for this offer of {$2.00}. This amount was 10 % of the {$21.00} purchase. This amount was incorrect. The statement credit due to me was {$50.00} on the first purchase from the merchant, not {$2.00}. 

It should be noted that both transactions were charged to my card ending in XXXX at the times mentioned above. My statement correctly shows that the purchase of {$500.00} was made BEFORE the purchase of {$21.00}. 

Chase owes me a credit of {$48.00}, which is the difference between the statement credit of {$50.00} and the erroneously-issued statement credit of {$2.00}. 

I have made multiple attempts to resolve this issue with Chase directly. On XX/XX/2024, after multiple Chase representatives could not understand the issue, Chase incorrectly opened a dispute with The XXXX XXXX without my consent. I immediately informed Chase to close the dispute. After multiple attempts, on XX/XX/2024, I was able to open a complaint with Chase directly ( not with the merchant ). On XX/XX/2024, I received a letter stating that Chase was closing the complaint and was unable to issue a statement credit. 

It is clear Chase has been unwilling to understand and resolve this issue and needs to adhere to the offer as agreed to with their cardholder.