Consumer complaint received 2024-03-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: JPMORGAN CHASE & CO.
State: MN

Complaint narrative:
On XX/XX/XXXX, I activated an " offer '' on my Chase Sapphire Preferred Credit Card. This offer stated that if I used my card at XXXX XXXX for more than {$100.00} before XX/XX/XXXX, I would get 10 % back up to {$40.00} maximum. 

On XX/XX/XXXX, I used my card at XXXX XXXX XXXX XXXX in XXXX, TX for a total charge of {$240.00}. I have not been provided the credit per the offer terms above. 

I have contacted Chase 5 times ( via secure message and phone ) and provided specific details and screen shots. Every time, I am routed to a different individual who tells me that the offer was added after the purchase ( which is incorrect ) or that they will escalate the issue. Every time, I receive a response from a different individual ( via secure message or postal mail ) that states incorrect information : XX/XX/XXXX : Called Chase and explained that I was not credited for the offer. Given ticket # XXXX and told I would hear back in 5 days. 
XX/XX/XXXX : Received letter that claim was denied. Called Chase and spoke with supervisor. She initially claimed the offer was activated AFTER the charge and I explained that it was not. She said she would escalate it and I would hear in 7-10 business days. 
XX/XX/XXXX : Received letter that offer was not activated before purchase ( incorrect ). 
XX/XX/XXXX : sent secure message to Chase. Included Cardpointers screenshot proof. Asked for credit ASAP. 
XX/XX/XXXX : Received secure message that offer was activated on XX/XX/XXXX and they would not honor ( incorrect ) XX/XX/XXXX : called Chase and spoke with XXXX XXXX. She clarified that I was looking for a credit from " merchant offer '' ( and confirmed {$24.00} was the amount of credit due ). She put notes into the system that I was disputing the review and expecting 10 % statement credit. Also messaged a response and noted that it is fraud to provide an offer and then not provide the credit after the terms are met and asked them to resolve their IT issues. 
XXXX : received secure message that offer was added after purchase ( incorrect ). Called Chase. I was transferred 3 times ( XXXX transferred me to XXXX who transferred me to XXXX who transferred me to supervisor XXXX ). XXXX indicated that she can see the complaint and escalation ( Case # XXXX ) but, since it shows as closed, she can't do anything. She suggested sending a letter to the executive office. I am doing that but also filing a complaint with CFPB about this situation that has dragged on without reason given my documentation/proof. 

From my perspective, it is fraudulent to promise something and, when the individual meets those terms, not deliver. I know I've had other offers that have not credited but I can't fight those because I don't have proof like I do for this one. I've heard from Cardpointers ( an app that deals exclusively with applying credit card offers ) that Chase is using a new offers provider and there are other users who are also not being credited for their added offers.

Company response to consumer: Closed with explanation