Consumer complaint received 2024-10-19 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
In late XXXX all four of my Chase XXXX XXXX had an offer of {$100.00} after spending {$500.00} or more booking through Chase travel online. 

I added the offers for all four cards planning to book flights and lodging for a trip next year. The offer was set to expire on XX/XX/XXXX. 

On XX/XX/XXXX I used XXXX of the cards with the offers activated to make purchases online through Chase travel of {$500.00} ( XXXX ) and {$530.00} ( prime card XXXX ). Both of these honored the terms laid out on the offer details. 

On Saturday XX/XX/XXXX I did not receive the credit yet and could not see the offer listed any longer on the two cards I used, so I called Chase Customer Service. The representative informed me that she did not see the offer on the cards at all. Fortunately, I screenshotted the offer for the Chase sapphire card to send to a friend and had it in my records. However, she did not see any such offer offered or activated on that card. I explained that I otherwise would not have booked through Chase travel if it were not for this offer. I was then transferred to Chase travel to get a refund for the two purchases totaling {$1000.00}, but they informed me it was too late to cancel without a penalty. 

I researched online and this is not the first instance of this occurring. It turns out other Chase customers have issues receiving credit for offers they have added, and the offers disappear before they are honored. 

Through a post documenting this by another customer, https : XXXX? XXXX I was able to call the XXXX XXXX office phone number. A representative reported that she saw that the offer on my sapphire card ( XXXX ) but that it was not offered or added to my prime Visa card ( XXXX ). I know this is not true because I double and triple checked before I booked that it was there even if I don't have a screenshot to prove it for the prime Visa card. In addition, on my chase online banking platform, both my sapphire card and prime XXXX card did not have the offer visible any longer, but my freedom and freedom unlimited continued to have the offer advertised since I did not use them yet. Why are the offers offered to all four cards I have and gone from the two cards I used the offer on? Of note, I made the huge mistake of being honest with her and telling her that I screenshotted the offer added to my card to a friend to inform him of the offer existing, and did not screenshot the one for my prime Visa card because I did not anticipate needing to do so for proof purposes. This was probably a convenient excuse to say the offer was never added since she knew I did not have proof for my prime card. 

I asked her to honor the credit from these two offers, but she said there was only proof that one was added when I know for a fact it was added to both. 

I believe the offer was a bait and switch to attract customers to book, and as soon as they are out of the window for a refund, the offers are removed from the card and the customer is gaslit into thinking they made a mistake and the offer was not present in the first place.Again, this is not the first time for this to happen ( see XXXX post linked above- as the customer did not screenshot his offer either, but it honored eventually after multiple complaints ). 

I have attached this offer in pictures below. 
These practices are shady for such a big credit card company and I would like them to be held accountable for future transactions. I also bank with XXXX XXXX and they usually send an email immediately after an offer is honored confirming eventual receipt of the credit. Chase has no such policy and it is based on trust which is obviously not warranted as seen in this deceptive situation of removing offers after the customer is already baited to book through their platform. 

Specific offer details are copied and pasted below. 

Earn {$100.00} cash back on your Chase XXXX purchase when you spend {$500.00} or more, including taxes and after any discounts. 

One place to book, so many places to go. Earn and redeem points for hotels, flights, car rentals, activities and more at chasetravel.com. 

Offer expires XX/XX/year>. Offer valid one time only. Offer only valid on purchases made directly at chasetravel.com. Offer valid online only. Offer not valid on purchases made using third-party services or a third-party payment account ( e.g., buy now pay later ). Complete payment for your Chase XXXX purchase must be made by XX/XX/year>. 
This offer is only eligible on bookings made through Chase XXXX. 

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.

Company response to consumer: Closed with non-monetary relief