Consumer complaint received 2025-12-23 00:00:00
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.
State: MD

Complaint narrative:
I opened the Chase Sapphire Preferred credit card in XX/XX/year> as a first-time Chase cardholder specifically because of the XXXX promotional bonus for spending {$5000.00} in the first three months. This bonus was the entire reason I applied. 

In early XXXX, I called Chase to confirm how much I had left to spend. Over the phone, I was incorrectly told that I was not enrolled in any promotion. Because this conflicted with what I believed, I immediately contacted Chase through secure message since phone support was not giving accurate information. 

On XX/XX/year>, Chase responded in writing and confirmed that I was enrolled in the XXXX offer and that the bonus would post XXXX weeks after the spend requirement was met. 

On XX/XX/year>, Chase again confirmed in writing that I had the XXXX offer. They also stated that, as of that date, I had spent {$4700.00} and that I had until XX/XX/XXXX to finish the requirement. 

After receiving that confirmation, I continued spending immediately. 
Between XX/XX/year>, the following posted purchases were added to my account : {$450.00} {$84.00} {$28.00} {$20.00} {$2.00} These posted purchases brought my total to {$5300.00}, which exceeded the {$5000.00} requirement a full week before the deadline. All of these transactions were eligible purchases. 

Because Chase told me in writing on XX/XX/XXXX that the bonus would post 68 weeks after meeting the requirement, I waited the full window, believing everything was properly completed. By early XXXX, more than 9 weeks had passed since meeting the requirement, and the bonus still had not been issued. 

On XX/XX/year>, I called Chase customer service again to ask where my promotional bonus was. Over the phone, they again told me I did not have the promotion and said they could not access my secure messages where the proof existed. 
Because of this, I went in person the same day to the Chase branch on XXXX XXXX in XXXX. The employee there reviewed the secure messages directly from my phone, read the written confirmations from Chase himself, and agreed that based on the messages I was clearly correct. However, he explained he had no internal authority or access to fix the issue and that he was unable to view my secure messages through his system. All he could do was put me on the phone with customer service again from his office, which did not resolve the problem. 

On XX/XX/year>, Chase reviewed my account again and confirmed in writing that the full spend requirement was met. Despite this confirmation and despite multiple secure messages verifying my enrollment and spending Chase still refused to honor the promotional offer. 

To summarize clearly : I opened the card solely for the XXXX promotion. 
Phone support repeatedly told me I did not have the offer. 
Chase secure messages on XX/XX/XXXX and XX/XX/XXXX confirmed I did have it. 
Those messages also confirmed my spending progress and deadline. 
I completed the spending requirement early, totaling {$5300.00} in eligible purchases. 
Chase told me the bonus would post 68 weeks after meeting the requirement.

After 9 weeks with no bonus, I followed up, called, and even visited a branch. 
A branch employee personally reviewed my secure messages, agreed I qualified, but stated he had no power to correct the issue. 
On XX/XX/XXXX, Chase confirmed in writing that I met the requirement. 
Chase still denied the bonus, giving inconsistent and contradictory explanations on XX/XX/XXXX. 

I made repeated good-faith attempts to resolve this with Chase since XXXX, including secure messages, phone calls, and an in-person visit, but the issue remains unresolved. I am requesting CFPB assistance because Chase confirmed the offer, confirmed my enrollment, confirmed my progress, and confirmed that the requirement was met yet the promotional bonus has still not been applied.

Company response to consumer: Closed with non-monetary relief