Consumer complaint received 2025-09-19 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: WI

Complaint narrative:
On XX/XX/year>, I contacted Chase credit card customer support to inquire about the {$100.00} promotional statement credit I was expecting for a qualifying Chase XXXX purchase. I made a single transaction of {$640.00} on XX/XX/year> through Chase XXXX, which met all stated conditions of the promotion. Despite this, the credit was not applied to my account. 

The first representative I spoke with informed me that I did not qualify for the credit because I had not added or activated the promotional offer to my account prior to the purchase. I then requested to speak with a supervisor, XXXX ( spelling uncertain ), who reiterated the same point. 

I advised both representatives that nowhere in the offer details or disclaimer was it stated that the offer had to be added or activated before making the eligible purchase. The only stated requirements were : The transaction must be made between XX/XX/year> and XX/XX/year> A minimum spend of {$600.00} in a single transaction The purchase must be made directly through Chase XXXX using an eligible card My purchase met all of these conditions. There is no language in the offer terms or disclaimer indicating that activation was required prior to purchase. Neither representative acknowledged this issue, and the supervisor refused to honor the promotion despite the lack of disclosure. 

When I asked for further escalation, I was told there was no higher authority available, and that nothing more could be done. 

Offer Details and Disclaimer ( as published ) : Offer details : Get {$100.00} cash back when you spend $ XXXX through Chase XXXX in a single transaction.

Go further and earn more with Chase XXXX. From coveted hotels and convenient flights to rental cars and must-do local experiences, effortlessly plan and book your entire trip-all in one place. Plus, you'll continue to earn on all purchases made with your eligible card. 
Qualifying transaction must be made during the offer period of XX/XX/year> to XX/XX/year>. A minimum spend of {$600.00} must be met in a single transaction, including taxes and after discounts, on your eligible card ; multiple transactions totaling {$600.00} do not qualify. Offer valid one time only. Offer only valid on purchase made directly with Chase XXXX. Offer not valid on purchase made using third-party services, delivery services, gift cards, or third-party payment accounts ( e.g., buy now pay later ). If purchase is made using a combination of cash and XXXX Rewards points, at least {$600.00} of the purchase must be transacted with an eligible card to qualify. 

XXXX can occur beyond offer expiration, so long as qualifying transaction is made prior to XX/XX/year> XXXX XXXX. 

Abuse of offers may result in exclusion from future offers. 

Disclaimer : For statement credit offers, Chase is only responsible for posting the statement credit to your account based on the transaction data it receives. Please note that third-party payment plans may not be eligible for this offer. 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 should appear on your account within 14 days atter the qualitying transaction posts on your statement. 
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. 

At no point is there mention that the offer must be activated or added to my account in order to be eligible. This omission constitutes a failure to clearly disclose all material terms and conditions of the promotion, which is not only misleading but may be considered a violation of fair marketing and advertising practices. 

Summary My transaction met all explicitly stated requirements. 
Chase failed to disclose an additional qualification ( offer activation ) in its published terms. 
Customer support refused to acknowledge or address this discrepancy.

No avenue for further escalation was provided. 

I am requesting that Chase honor the {$100.00} promotional credit in accordance with the advertised terms.. 

I hope Chase will choose to do the right thing and resolve this issue promptly.

Company response to consumer: Closed with explanation