Consumer complaint received 2024-06-22 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: IN

Complaint narrative:
The Chase website currently states ( as of XXXXXXXX XXXX  XXXX XX/XX/XXXX ), and stated when I applied for the Chase Sapphire XXXX on XX/XX/XXXX " This product is available to you if you do not have any XXXX XXXX  and have not received a new cardmember bonus for any XXXX XXXX  in the past 48 months ''. I was eligible, even according to Chase representatives, and UNDER NO CONDITIONS OR CIRCUMSTANCES DID I EVER RECEIVE A POP UP TO INFORM ME OF SIGN UP BONUS INELIGIBILITY. This is a bait and switch technique, as well as Chase bank not adhering to fair lending laws. Whenever Chase informed me of disqualifications, they in no way provided dates of application, a card number, sign up bonus information, or any other information about a supposed previous account. Of course, that's because one has never existed which would disqualify me. 


The message below is a copy of my request which includes the major details of the ordeal which myself, along with many others, are going through with Chase while they revamp their " rules '' for eligibility, all while not including or notifying customers of changes before the applications. As of when I submitted by application for the Chase Sapphire XXXX, I adhered by all of the rules which were in place at the time, submitted my application under the premise that I would be given the sign up bonus as it showed me during the submission, and have been questioned endlessly ( professionally, still ) by representatives on phone calls about " which rule I could have broken '' in order to disqualify me from the sign up bonus. The bonus I applied for is for XXXX XXXX points after {$4000.00} in spend in the first 3 months of account opening. According to Chase themselves, this point value is worth approximately {$930.00} in travel credit, and I have frequently found partner valuations of $ XXXX which is how I was planning to use the bonus. Now it seems as though Chase has retroactively changed the rules for sign up bonus eligibility and applied it to all new accounts, even though those terms were not agreed upon within the application at the time of account opening. Please see below for my explanation of my situation to Chase. In short, they are trying to remove an offer that even their own representatives have conceded that I am owed, because of what seems to be new rules put in place that I never agreed to during the formation of our contract. Thanks for your time. 




I just got off the phone with both the customer service department and also with the lending department. Recently ( XX/XX/XXXX ) I applied for the Chase Sapphire XXXX, mainly with the intent to claim the sign up bonus, and to use it as my dedicated card for dining. The sign up bonus tracker never appeared in my app, even though I waited a few days as some people said online. 

Yesterday ( XX/XX/XXXX ) I called customer support and they informed me that I should've been shown a pop-up message before applying, telling me that I would be ineligible for the bonus, but still able to submit my application. They could clearly see where I submitted the application through an offer of XXXX points after {$4000.00} in spend in the first 3 months of account opening. They thought it was strange that I had this issue, but its seemingly relatively widespread with multiple other users reporting this same situation. Customer service then submitted an escalation for me and told me I'd hear the resolution by mail in the next XXXX days. 

Today I called back and was transferred around until I got ahold of the lending department. They confirmed that I was under XX/XX/XXXX and confirmed that they saw the offer of XXXX points after {$4000.00} in spend. They told me that my ineligibility was because I've received a welcome bonus on a Sapphire card within the last 48 months. That is not true. I've never held a XXXX XXXX  at all before one week ago. The only Chase accounts I have are the brand new XXXX XXXX, as well as a Freedom Unlimited account which was opened as a new application ( not product change ) in XX/XX/XXXX. Please notice that I received a bonus on that account, and I'm still eligible for a 5 % promotional category at gas stations. That should easily confirm that it was not a product change. 

Since I've never held a Sapphire card before, my request is that I be reconsidered for the XXXX point offer after {$4000.00} in spend in the first 3 months, since this is the offer I applied for and am eligible for. 


In the documents, there is a screenshot of the terms of eligibility to receive the sign up bonus, a screenshot showing my current balance of XXXX XXXX  points, as well as a screenshot proving there has never been any activity redeeming or transferring points. That proves I've never been the recipient of a Sapphire sign up bonus because my point balance is too low for that to be the case. My oldest account with Chase was opened approximately 7 months ago, so the 12 month window encapsulates my entire history with the bank.

Company response to consumer: Closed with explanation