Consumer complaint received 2025-03-04 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: NC

Complaint narrative:
Summary : On XX/XX/XXXX, Chase credit card offered me a bonus deal of XXXX reward-points for my existing Chase " Freedom Unlimited '' credit card. I activated the bonus deal, followed all of the detailed instructions, and have been waiting patiently for the XXXX reward-points to show up in my rewards-points-bank. I have called Chase bank customer service, and I have gone in-person to two different XXXX  branches to try to get this resolved. I have received paper letters in the mail saying this will eventually be resolved. To this day, XX/XX/XXXX, the XXXX reward-points still has not shown up. I have attached screenshots of the whole entire process. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- On XX/XX/XXXX I had received an email from Chase credit card. Chase was offering me a bonus deal of XXXX reward points for my existing Chase " Freedom Unlimited '' credit card. That same day I began the process of redeeming the XXXX points deal. 

Rule 1 said to activate the offer by clicking on a link in the email. This is a real, legitimate email from Chase bank. It is not a spoofed/fraud email, so I clicked the link. when I clicked on the link, it took me to the chase bank website, I logged in, then immediately it went to a chase webpage that read at the top : " Redeem coupon '', and below that, " Automatic Payments XXXX points for 3 months. '' I have attached screenshots of every webpage that I had to advance through, during this process. 

Rule 2 said that that I have to arrange automatic payments to come out of a Chase checking account, and that this task of setting up has to be done within 30 days of enrolling in the offer ( completing Rule 1 ). 
I dutifully did this. I waited a few minutes to give the system time to refresh. I had a chase personal checking account at that time, so I set up automatic payments from that checking towards my " Freedom Unlimited '' cc. I have attached screenshots of every webpage that I had to advance through, during this process. 

Rule 3 said that I have to make 3 consecutive monthly automatic payments. I dutifully did this. since I already set it up, this meant I simply had to allow it to happen. 
Notice that " Rule 3 '' does not have any time limit imposed, of any kind. It simply says " make three consecutive automated monthly payments. '' Which I did. I have attached a screenshot taken in XX/XX/XXXX, after these were completed. The notations are proof of automated payment. 

I noticed that for some reason, Chase bank did not process any payment for the month of XX/XX/XXXX. Even though the XX/XX/XXXX payment would have been done XX/XX/XXXX, giving it plenty of time to receive & acknowledge my request for auto-payment. Even though Chase even put a note in my account : " You've scheduled your automatic payment for XX/XX/XXXX. '' I have no idea why chase did not do this. at any rate, I should not have to suffer consequences due to chase bank 's screwup. 

For the next three months, on XX/XX/XXXX, on XX/XX/XXXX, and on XX/XX/XXXX, Chase processed automatic payments applied towards my Freedom-unlimited credit card that were debited out of my personal checking account. After this, Chase still did not award me the XXXX points. 

I called Chase customer service near the end of XX/XX/XXXX and eventually got transferred to someone that knew about the deal and the details and requirements. This cust-serv rep assured me that the XXXX points should show up in my rewards-points bank soon. 

On XX/XX/XXXX I went in-person to the Chase branch at XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX This was to make sure the rewards-offer really was activated and being tracked and was en route to being rewarded to me soon. This was a particularly aggravating experience. The banker/employee that helped me had never heard of this XXXX rewards-points deal. Fair enough. I showed him the email-offer that Chase had sent me on XXXX XXXX. I showed him the many screenshots I had taken when being logged into my Chase account on the Chase website, throughout the whole entire process of activating the rewards-deal. So he called on the phone someone at Chase corporate to help him. Whomever the heck he got through to -- had never heard of this XXXX points offer. 

Then both the branch-banker as well as the corporate-phone employee both proceeded to convince me that the XXXX-points-offer does not exist and that the email was fake. WHAT??!!! Why in the XXXX was that their go-to move?? A customer shows proof of a rewards-offer as well as screenshots from the entire process -- and Chase employees try to tell me it's fake??!!! 

The Chase corporate/phone employee seemed to be coaching the branch-banker on what to say. They were claiming that the email domain " XXXX '' was not a real Chase bank email address. This is false. Big corporations such as Chase own +register all subdomains in addition to main domain name of websites +email addresses. They were trying to convince me that the email was spoofed. They tried to claim that therefore, if someone clicks on a link from the email, it would take them to a spoof/fraudulent website that is not the real Chase website. This is false. It was the real legitimate Chase bank website and it had all my real account information with no wrong or extraneous info ( that might exist if it were fake website ). Never once did it ask me to input any sensitive info the way a spoof/fraud website would. I was able to click around easily and see all of my real information. 

In XX/XX/XXXX I received an idiotic asinine XXXX paper-letter dated XXXX XXXX XXXX XXXX from Chase corporate. The letter tried to claim that I did not activate the offer for XXXX rewards-points in correct time. This is simply false. At least the letter acknowledged the fact that the offer was real +genuine from Chase. 

On XX/XX/XXXX, I went in-person to the Chase branch at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX. I met with a banker who was very nice and was at least willing to listen to me and help me. I showed him the email with the offer that Chase had sent me on XXXX XXXX. I showed him the many screenshots I had taken throughout the whole entire process of activating the rewards-deal. 
d At least this branch-banker believed that the offer deal was real. He called on the phone someone at Chase corporate to help him. The corporate-phone employee had heard of the offer and knew it was real. The branch-banker asked me to compile all the related sequential screenshots into PDF files and email those to him. He also asked me to convert the original email on XX/XX/XXXX from Chase into a PDF file and email this to him. I have attached those PDF files here. 

In XX/XX/XXXX, I received another paper-letter in the mail, dated XX/XX/XXXX, from Chase corporate. This letter at least did the courtesy to state one correct fact : " We see that the last automatic payment was made on XX/XX/XXXX. '' It also says : " If the terms of the offer were met, please allow up to eight weeks after last consecutive monthly payment is completed for points to post to your credit card account. '' It has now been over seven ( 7 ) months since that last automatic payment on XX/XX/XXXX. Chase still has not awarded me the XXXX award-points even though I have rightfully earned them.

Company response to consumer: Closed with non-monetary relief