Consumer complaint received 2025-05-05 00:00:00
Product: Credit card — Store credit card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: JPMORGAN CHASE & CO.
State: MA

Complaint narrative:
On XX/XX/year> at XXXX XXXX XXXX, I booked a round-trip flight with XXXX XXXX XXXX Among completing the purchase and being brought to the flight confirmation screen, there was a promotional offer to sign-up for the United Airlines credit card to receive {$300.00} off of the flight I had just booked and paid for in the form of a statement credit of {$300.00}. I clicked directly on the promotional advertisement and clicked to open in a new tab. I then provided my personal information to sign up for the credit card and successfully signed up. After signing up for the card, the only information regarding the card I received was an email from Chase the same day at XXXX XXXX XXXX memorializing that the website had said I was approved for the card. As the email did not mention the {$300.00} credit and I did not get an adjusted email receipt from United reflecting my new expected total, I navigated back to the tab I had open ( displaying the promotional offer I had clicked on and signed up for the United card through ) and took a screenshot in case there happened to be any problems with getting the credit. As the card is powered through Chase and I have a previous Chase credit card I checked my Chase app on my phone to see I did now have a second account but my purchase had not be transferred over to the United card ( as the website implied ) and I did not have the {$300.00} statement credit ( as the website directly promised ). However, I assumed it would take a business day or two to process so I waited.

After not waiting and not getting either an indication on my now United credit card account regarding the {$300.00} nor receiving an email with an updated receipt reflecting the {$300.00} credit, on XX/XX/year> at XXXX XXXX XXXX, I submitted a complaint to United Airlines ( regarding this issue and other miscellaneous customer service issues ) through my account and received the complaint case ID number XXXX. I received a response from XXXX XXXX, XXXX XXXX Supervisor, on XX/XX/year> at XXXX XXXX XXXX. Regarding the credit card promotion XXXX said : We recognize how frustrating it can be when promotional offers don't align with expectations, especially after applying for a new credit card based on what was shown during booking. I appreciate you bringing this to our attention, and we're currently reviewing the details surrounding the offer you encountered. I responded at XXXX XXXX XXXX that same day providing the screenshot and reiterating the issue. I received a response from him/her on XX/XX/year> at XXXX XXXX XXXX. Regarding the credit card promotion he/she said : I also understand your concern about the clarity of the credit card promotion and appreciate you including the screenshot for context. Please be assured that your feedback has been escalated for internal review by our Customer Experience and Marketing teams [. ] While I was issued a {$100.00} voucher, this was issued in relation to the customer service issues I experienced unrelated to the credit card ( as implied in this email and more clearly stated by XXXX XX/XX/year> email ). In my response the same day at XXXX XXXX XXXX, I again explained the issue with the deceptive advertising and asked United to honor the offer advertised. I received a response from XXXX on XX/XX/year> at XXXX XXXX XXXX. Regarding the credit card he/she said : I appreciate you showing us your attachment, however, I believe this depended on which credit card was opened as there are XXXX tiers to choose from. Also, though, I can not open the tab now and see what the instructions are for implementing the credit towards an already purchased ticket, this would need to be adjusted during the day of purchase. However, as I indicated in my replies sent the same day at XXXX and XXXX XXXX XXXX, there was no mention of any of that in either the promotion or the sign-up page, there were no tiers/levels mentioned ( nor was I directed or required to choose one ), there were no instructions or mention of them, or any deadline to implement the credit.

To date : United has not honored nor attempted to or offered to honor the promised benefit in their ( deceptive ) advertising, despite me attaching the screenshot and asking for them to honor it. While I did write in my newest email at XXXX XXXX  that I'd wait before pursuing assistance from regulatory agencies, I feel that United will not honor their promotional offer in good faith as they are now making excuses and adding untrue information/conditions.

Company response to consumer: Closed with explanation