Consumer complaint received 2025-12-18 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: NY

Complaint narrative:
I am submitting this complaint regarding approximately {$2000.00} in interest charges assessed on my Chase business credit card, which resulted from a good-faith misunderstanding during the application process and Chases refusal to provide a meaningful manual review or accommodation. 

In late XX/XX/year>, I applied for a Chase business credit card believing I was selecting a product offering a 0 % introductory APR for 15 months, which was actively advertised at the time. I accessed the application through a Chase-provided promotional link and proceeded under the clear impression that I was accepting the 0 % introductory APR offer . Based on that understanding, I allowed a balance to carry. Had I known the card carried a 19.99 % variable APR, I would not have done so. 

Unbeknownst to me, I was routed to or selected a different Chase business credit card that did not include the 0 % introductory APR promotion. I only became aware of this months later when a Chase branch representative reviewed my account and informed me that the card I opened did not match the advertised promotional XXXX. At that point, I reviewed my statements and discovered that substantial interest had accrued. 

Immediately upon discovering the charges, I paid the full balance and requested a manual review and goodwill adjustment from Chase, explaining that : The issue stemmed from a product-selection misunderstanding during the application I relied in good faith on Chases promotional advertising I would have qualified for the 0 % APR offer Chase initially denied my request through an automated system without a meaningful, individualized review. Both a customer service representative and a supervisor informed me that no executive or higher-level team could manually review or reverse the interest charges beyond the automated denial. 

Despite this, I submitted a secure message to the Executive / Customer Advocacy team via Chases online portal. I received a call from a representative who reiterated that the request was denied but stated that a supervisor would review the matter and contact me if anything changed. No follow-up call was ever received, and no adjustment or refund was issued. 

As of today, my request has been effectively denied without a completed or documented manual review, despite Chases assurances that further review would occur. The inconsistent information, reliance on automated denials, and lack of follow-through left me without any clear internal escalation path. 

I am requesting CFPB assistance to obtain a documented, manual review of this matter and a goodwill reversal of all or a significant portion of the interest charges, which would reasonably restore the account to the position it would have been in had the misunderstanding been identified earlier. 

I am submitting the following supporting documents : Chase 0 % APR 15 Months.jpg Screenshot of the 0 % APR promotional offer available at the time of application. 

XXXX Statements showing the assessed interest charges totaling approximately {$2000.00}. 

Chase {$0.00} Balance Paid off.jpg Proof of full payment of the balance.

Screenshot of a similar Chase Ink Business Unlimited 0 % APR Promotional Offer, Approx. Time of Application.jpg Evidence of similar promotional offers around the time I applied.

Secure Messages - chase.com.pdf Documentation of my communications with the Chase Executive/Customer Advocacy team .

Company response to consumer: Closed with explanation