Consumer complaint received 2026-01-08 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: PA

Complaint narrative:
In late XX/XX/year>, I reviewed the available Chase Offers in my Chase Sapphire Reserve credit card account and found an offer for XXXX that advertised 15 % cash back on the first purchase, provided that the offer was added before XX/XX/year>. The terms and conditions state that as long as the offer was added while it was live and the qualifying purchase was made by XX/XX/year>, I would be eligible for the cash back. 

I distinctly remember adding the XXXX Chase XXXX prior to making my purchase. However, it appears that the offer may have reset or been reposted in the Chase app, which caused the previously added offer to be removed from my account. This may have been due to a technical issue or app glitch. At the time, I was unaware that the offer had been removed. 

I made my first purchase with XXXX on XX/XX/year>, in the amount of {$31.00}. After completing the purchase, I checked my Chase Offers and noticed that the XXXX offer was no longer marked as added. On XX/XX/year>, I re-added the same XXXX offer. The offer was still active, and the terms still stated that qualifying purchases made before XX/XX/year> would be eligible. There was no language in the offer stating that the offer must be added before making the purchase, only that the purchase must occur before the expiration date of XX/XX/year>. 

I waited several weeks for the cash back to post, but it never did. 

On XX/XX/year>, I contacted Chase customer service by phone to inquire about the missing cash back. During that call, the representative confirmed that Chase could see the XXXX offer added on my account and reviewed the applicable terms and conditions. Despite this, the representative stated that I was not eligible for the cash back because, in her view, the offer had been added after the purchase. 

I repeatedly asked the representative to review the written terms and conditions, as they did not state that the offer was required to be added before making the purchase. The terms instead indicated that the qualifying purchase needed to be made before the offers expiration date of XX/XX/year>. Throughout the call, the representative was dismissive of my concerns and continued to repeat the same justification without citing any specific language from the offer. I found the interaction unnecessarily adversarial and frustrating, as responsibility was repeatedly placed on me for a requirement that did not exist in the written terms. 

After significant back-and-forth, I insisted that the representative read the terms and conditions aloud. Once she did so, the representative acknowledged that the offer did not specifically state that it had to be added before making the purchase. This acknowledgment was made during the call and should be reflected in the call recording. This confirmation validated my position and demonstrated that my understanding of the offer was consistent with the written terms. 

Given the difficulty of the interaction and the acknowledgment captured on the call recording, I requested that the issue be escalated. The representative stated that the matter would be escalated and advised that I should receive a response within XXXX business days. 

I did not receive any follow-up or communication regarding that escalation. 

On XX/XX/year>, I contacted Chase customer service again because I had received no update. The representative I spoke with stated that they could not initially see an escalation request. During that call, the representative again reviewed the offer terms and agreed that the offer did not explicitly state that it had to be added before making the purchase. Despite this, the representative was resistant to resolving the issue or issuing the cash back. After I insisted, the issue was escalated, and I was provided a case number. I was told to expect a letter regarding the outcome. 

I again received no communication. 

On XX/XX/year>, I contacted Chase customer service a third time. I was informed that someone had been assigned to my case on XX/XX/year>, and that it appeared to be in progress. 

Eventually, I received a letter from Chase. However, the letter referenced a requested amount of {$25.00}, which does not match my XXXX transaction of {$31.00}. This discrepancy leads me to believe that Chase may have referenced the wrong case or transaction. I am not disputing any other purchase, and I have no other active disputes. This complaint relates only to the XXXX purchase made on XX/XX/year>. 

At this point, I am concerned not only that Chase has refused to honor a promotional offer despite my compliance with the stated terms, but also that Chase appears to have mishandled or misidentified my case entirely. The lack of clear communication, inconsistent explanations, missing escalation records, and the incorrect dollar amount cited in the final letter suggest inadequate review and case handling. Additionally, resolving this issue required multiple phone calls, repeated follow-ups, and significant time and effort on my part due to Chases handling of the matter.

Company response to consumer: Closed with explanation