Consumer complaint received 2025-09-10 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: NJ

Complaint narrative:
This complaint details a clear case of false advertising by Chase, in which I was induced to make a purchase on the Chase XXXX platform based on a written promotional offer that Chase has subsequently failed to honor. Furthermore, Chase 's customer service has engaged in evasive and deceptive tactics to avoid fulfilling their commitment. 
Chronological Account of Events : XXXX. The Deceptive Inducement : On XX/XX/XXXX, I received a targeted promotional email from Chase ( XXXX ) for my Chase Sapphire XXXX card ending in XXXX. The email explicitly offered me an " extra {$50.00} travel credit '' as a reward for being a recent cardmember. 
The email 's language was unambiguous and designed to induce a purchase. It stated : '' On top of your {$50.00} hotel credit, cardmembers who joined within the last year can now enjoy a little something extraa one-time {$50.00} credit toward any purchase on Chase XXXX. '' " To redeem, just book your itinerary through Chase XXXX by XX/XX/XXXX. '' " XXXX using your extra {$50.00} travel credit through Chase XXXX. '' This clearly establishes that the promotional credit is separate from and in addition to my standard annual {$50.00} hotel credit. 
XXXX. Action Taken Based on the Offer : Trusting this written promise, on XX/XX/XXXX, I booked a hotel stay valued at {$130.00} through the Chase XXXX XXXX. At checkout, only my standard {$50.00} annual credit was applied. The promised " extra {$50.00} '' promotional credit was not available and was not applied. 
XXXX. Chase 's XXXX to XXXX and Evasive Tactics : I have made multiple, exhaustive attempts to resolve this issue directly with Chase, all of which have been met with deflection and misinformation. 
Phone Calls ( XX/XX/XXXX ) : I spent over an hour on the phone with various Chase agents and travel specialists. None of them could locate the offer, and they were unable to resolve the issue. 
Secure Messages ( XX/XX/XXXX onwards and XX/XX/XXXX ) : My formal complaint through Chase 's secure message center was escalated to a " Senior Service XXXX. '' This XXXX, XXXX and XXXX, ignored the core issue. They response deliberately confused the " extra {$50.00} promotional credit '' with my " {$50.00} annual hotel credit benefit, '' despite the email 's explicit " On top of '' language. They directed me back to the same travel agent phone line that had already proven incapable of helping, creating a frustrating and unproductive loop. 

Deliberate Deception I believe Chase 's actions are intentionally deceptive. They lured me into using their platform with a specific, written financial incentive. When it came time to honor that incentive, their systems failed to provide it, and their customer service apparatus appears trained to confuse, deflect, and frustrate customers into abandoning their legitimate claims. This constitutes a classic bait-and-switch and is a clear violation of consumer trust. 

I have exhausted all reasonable avenues for resolution with Chase directly. I am now turning to the CFPB for assistance.

Company response to consumer: Closed with explanation