Consumer complaint received 2025-02-05 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: TX

Complaint narrative:
I applied and was approved for a Chase/XXXX  XXXX XXXXewards credit card on XX/XX/XXXX. I applied for the card because of the welcome offer of XXXX rewards points for meeting a minimum spend of {$3000.00} in the first three months of the account opening. I screenshotted this offer and will attach the image of the webpage I used to apply for the card that clearly states the offer and terms. I met the {$3000.00} minimum spend in XX/XX/XXXX ( within the 3 month window ) and called XXXX XXXX on XX/XX/XXXX to confirm when the welcome bonus points would be credited to my account. I was told during this call that the points would be added to my account once the statement where I met the minimum spend closes, which was XX/XX/XXXX for my account. I called XXXX XXXX again on XX/XX/XXXX to further confirm details of the welcome bonus, and the same information was reiterated and I was assured that the points would post to my account within a few days of my statement closing on XX/XX/XXXX. After my statement closed on XX/XX/XXXX I continued to check both my Chase and XXXX XXXX accounts for the welcome offer, but the points were never credited to my account. On XX/XX/XXXX, I called the Chase/XXXX  card support number to ask for the status of the welcome offer since I satisfied the offer terms, but I was told that I will not be receiving the XXXX point offer because I was not eligible for that welcome offer and was instead approved for a different welcome offer. I stated that the entire reason I applied for the card was the XXXX welcome offer and that I never agreed to/approved of any other offer and was never informed of any other offer or any changes regarding welcome offers. I was then transferred to a supervisor who I explained the situation to. The supervisor also stated that my account reflected a different welcome offer, but that he was able to find the XXXX reward point welcome offer I was calling about that was offered to applicants who opened a card during a promotional period ending on XX/XX/XXXX. Because I opened the account during the promotional period and I have documentation of the webpage that advertised the promotion and contained the link I used to apply for the card, the supervisor stated that he would escalate the issue and submitted a request to apply the XXXX welcome offer to my account. I believe he said that the request was sent to the marketing team, and that they would review and get back to me. On XX/XX/XXXX, I called Chase again after not receiving any updates and was told by the representative that the marketing team had received the request and that a letter had been mailed to me with an update. I asked for details of the update because I would like to know the status of the claim, and he was unable to provide any information so I was again transferred to a supervisor. This supervisor then told me that they are unable to honor the XXXX welcome offer because I was approved for a different welcome offer ( the welcome offer they are saying I was approved for is significantly less in value ). I reiterated that I did not apply for a different welcome offer, that the XXXX welcome offer and terms were very clear when I applied, and that I used the link labelled " click here to apply '' on the webpage very clearly titled " You're invited to apply for the XXXX XXXX XXXX XXXX Credit Card. Earn XXXX bonus points, worth up to 3 round trips in continental US ''. He stated that there was nothing else that he can do, and that if I wish to escalate the issue further I would need to send a physical letter in the mail to their executive offices in Ohio because as an Account Supervisor he is the highest level agent that I can speak to regarding this issue. I informed him that I would like to speak with someone there and requested a phone number or email, but was told that their executive offices do not have a phone number or email. Just to clarify, I asked explicitly " Are you telling me that your 'executive offices ' do not have a single phone or email that I can contact '' and I was told that is correct and the only way to escalate the issue again or contact anyone at the 'executive offices ' is to send a physical letter in the mail.

In summary, Chase refuses to honor the welcome bonus that I was offered and satisfied the requirements of, despite it being clearly outlined on the webpage I used to apply for the credit card. They are instead stating that I am only eligible for a different welcome offer that has significantly less value, and refuse to provide contact information for anyone else that can help me with this matter aside from an address that they claim is their 'executive office. ' XXXX XXXX also stated in a call on XX/XX/XXXX that they are unable to assist because Chase bank is the entity that credits the rewards points to the account. By not honoring the welcome offer that I made absolutely sure I was applying for, chase bank is fraudulently withholding benefits that I am entitled to having satisfied the offer terms in the specified time frame. If there was a glitch or system error that associated my application/account with a different welcome offer, Chase bank should be responsible for rectifying the issue considering I have photo evidence of the webpage making the offer and clearly stating to follow the link provided below to apply. However, they are refusing to take any corrective action. If there was not a system error/glitch and they changed the offer terms without my knowledge or approval, Chase bank is engaging in deceptive marketing practices and false advertisement, and is misleading consumers to open credit card accounts under false pretenses. Because of this, my credit profile/credit score have been impacted by opening a new line of credit and I am obligated to pay Chase bank a {$70.00} annual fee for the credit card unless I choose to close the account ( an action which will negatively impact my credit ). The deceptive tactics employed by Chase bank and false claims used to persuade me to apply for this card have caused undue financial and credit-related harm, and I am seeking a resolution in which Chase honors the original XXXX point welcome offer as advertised. If Chase is unwilling to correct this issue, I request that the CFPB investigate their misleading marketing practices and take appropriate action to prevent other consumers from suffering the repercussions of similar deceptive tactics

Company response to consumer: Closed with explanation