Consumer complaint received 2025-01-29 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:
XXXX XXXX and Chase Bank ( USA ) presented me with a benefit offer that has not been honored and was fraudulent and misleading. 

In XX/XX/XXXX, when purchasing XXXX XXXX flight tickets, I was offered a XXXX mile bonus by XXXX XXXX and Chase Bank at time of checkout in conjunction with a Chase credit card account. This was a large value of points towards XXXX XXXX XXXX and motivated me to buy tickets from XXXX XXXX and use the Chase Credit card more extensively than I would have otherwise. Via the XXXX XXXX website, I was offered the bonus, applied for the account, and was given a Chase Bank and XXXX XXXX XXXX credit card. I had carefully read all terms and conditions and taken notes of all terms and language at the time of signup. The offer is still being issued today on the XXXX XXXX and Chase Bank websites and promotional material in exactly the same manner and has since increased to a XXXX mile offer for the same credit card. 

The stipulated terms offered a bonus award of XXXX XXXX miles upon the charge of {$3000.00} XXXX on the account within the first 3 months. There were no other stated obligations. I was given the card, paid a $ XXXX annual fee, and charged over $ XXXX on the card in the next 3 months. This according to all stated terms would satisfy this offer terms. 

I waited the requisite XXXX weeks for the bonus to be processed and did not receive the points. I called both XXXX XXXX and Chase Bank to request the points and was initially ( XX/XX/XXXX ) told the points were in process and would be credited. After waiting another few weeks I called both parties. XXXX XXXX confirmed that I was due the offer, but Chase Bank at that time ( XX/XX/XXXX below ) informed me that I was found not eligible, with no further explanation. 

I have noticed that the card documentation provided by Chase Bank with my credit card conspicuously did not mention the XXXX bonus, even when clearly stated in the past and current online terms ( see below ) and reiterated by XXXX XXXX customer service and initially by Chase. I have contacted XXXX XXXX customer service and Chase Bank for copies of documentation of this offer and was told that they do not have any documentation available to share. I am copying below the Benefit offer as was presented to me at the time and is still currently used to market this card and live links to these offers. This is a clear effort to bait and switch customers and fraudulently provide a product that differs greatly in value from the centrally advertised feature. 




NOTES : Existing Offers : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Chase Bank Statement : Your account isn't eligible for the bonus offer you requested Your account ending in XXXX Dear XXXX : We appreciate your interest in our new offer to receive XXXX bonus points. Unfortunately your account isn't eligible to receive it. Promotional offers are only available for select credit cards and aren't transferable between accounts.

Si n c er el y, Car d S er v i c es XXXX Card Offer Details Offer Details Offers may vary depending on where you apply, for example online or in a branch, and can change over time. To take advantage of this particular offer now, apply through the method provided in this advertisement. Review offer details before you apply. 
Earn Up To XXXX Bonus Points XXXX Bonus Points After You Spend {$3000.00} On Purchases In The First 3 Months From Account Opening : This product is not available to either ( i ) current cardmembers of the Chase XXXX XXXX, or ( ii ) previous cardmembers of the Chase XXXX XXXX who received a new cardmember bonus for this card within the last 24 months. To qualify and receive your bonus, you must make Purchases totaling {$3000.00} or more during the first 3 months from account opening. ( Purchases do not include balance transfers, cash advances, travelers checks, foreign currency, money orders, wire transfers or similar cash-like transactions, lottery tickets, casino gaming chips, race track wagers or similar betting transactions, any checks that access your account, interest, unauthorized or fraudulent charges, and fees of any kind, including an annual fee, if applicable. ) After qualifying, please allow XXXX to XXXX weeks for bonus points to post to your account. To be eligible for this bonus offer, account must be open and not in default at the time of fulfillment. 
To qualify for the additional XXXX XXXX points after 13 months of account opening, the annual fee for the second year of card membership must have posted to your Chase XXXX account and paid in full. After qualifying, please allow XXXX to XXXX weeks for bonus points to post to your Chase XXXX account. To be eligible for this bonus offer, the account must be open and not in default at the time of fulfillment. 
Earning Points : Rewards Program Agreement : For more information about the Chase XXXX card rewards program, view the latest Rewards Program Agreement ( PDF ) Opens in a new window. We will mail your Rewards Program Agreement once your card account is established. If you become a Chase Online customer, your Rewards Program Agreement will also be available after logging in to chase.com Opens in a new window. 
How you can earn points : Youll earn points on purchases of products and services, minus returns or refunds, made with a Chase XXXX XXXX by you or an authorized user of the account. Buying products and services with your card, in most cases, will count as a purchase ; however, the following types of transactions wont count and wont earn points : balance transfers, cash advances and other cash-like transactions, lottery tickets, casino gaming chips, race track wagers or similar betting transactions, any checks that access your account, interest, unauthorized or fraudulent charges, and fees of any kind, including an annual fee, if applicable. XXXX points ( XXXX points ) : Youll earn XXXX points for each {$1.00} spent on purchases made with XXXX XXXX directly. Purchases of gift cards ; car rentals, hotel bookings, and other third-party partner products and services that can be purchased through aircanada.com Opens Overlay ; and onboard Wi-Fi are excluded. XXXX XXXX tickets purchased through travel agencies, discount travel sites, vacation clubs, tour operators, or tickets booked as part of a travel package offered by non-airline merchants will not qualify. XXXX points ( XXXX points ) : Youll earn XXXX points for each {$1.00} spent on purchases made in any of the following rewards categories : grocery stores ; dining at restaurants including takeout and eligible delivery services. XXXX point ( XXXX points ) : Youll earn XXXX point for each {$1.00} spent on all other purchases. Information about earning/transferring points to XXXX : Points will be automatically transferred to XXXX after the end of each billing cycle. Points expiration : The points transferred to your XXXX XXXX account wont expire as long as your card account is open. If your card account is closed, the expiration of points earned in this program that are transferred to your XXXX XXXX account will be governed by the XXXX Program General Terms and Conditions Opens Overlay, available on XXXX XXXX website. Losing points : Youll immediately lose all points that havent been transferred to XXXX if your card account status changes, or your card account is closed for program misuse, fraudulent activities, failure to pay, bankruptcy, or other reasons described in the terms of the Rewards Program Agreement. Rewards Categories : Merchants who accept XXXX credit cards are assigned a merchant code, which is determined by the merchant or its processor in accordance with Visa/Mastercard procedures based on the kinds of products and services they primarily sell. We group similar merchant codes into categories for purposes of making rewards offers to you. Please note : We make every effort to include all relevant merchant codes in our rewards categories. However, even though a merchant or some of the items that it sells may appear to fit within a rewards category, the merchant may not have a merchant code in that category. When this occurs, purchases with that merchant wont qualify for rewards offers on purchases in that category. Purchases submitted by you, an authorized user, or the merchant through third-party payment accounts, mobile or wireless card readers, online or mobile digital wallets, or similar technology will not qualify in a rewards category if the technology is not set up to process the purchase in that rewards category. For more information about Chase rewards categories, see chase.com/RewardsCategoryFAQs Opens in a new window. 
XXXX XXXX Checked Bags You, as the primary cardmember, and up to XXXX ( XXXX ) other passengers traveling on the same reservation ( up to a maximum of XXXX ( XXXX ) travelers ), are each entitled to a free first checked bag up to XXXX. Benefit only applies when checking in with XXXX XXXX, for a flight operated by XXXX XXXX XXXX XXXX XXXX XXXX or under the XXXX XXXX XXXX brand. Benefit is not available if check-in is with another airline. If the first checked bag is already complimentary ( for example, as a result of XXXX XXXX XXXX or fare purchased ), there is no additional checked bag benefit that will be provided. Free first checked bag benefit may not be applied retroactively, and no refunds will be issued. Service charges for additional/oversized/overweight baggage may apply. Chase is not responsible for the provision of, or failure to provide, the stated benefits. For more information on baggage restrictions, please visit aircanada.com/baggage Opens Overlay. 
500 Monthly Bonus Points You, as the primary cardmember, will earn XXXX bonus points for each {$2000.00} spent each calendar month on up to {$6000.00} in purchases ( for a possible total of XXXX bonus points each calendar month ). Purchases are when you, or an authorized user, use a card to make purchases of products and services. Buying products and services with your card, in most cases, will count as a purchase ; however, the following types of transactions wont count : balance transfers, cash advances, travelers checks, foreign currency, money orders, wire transfers or similar cash-like transactions, lottery tickets, casino gaming chips, race track wagers or similar betting transactions, any checks that access your account, interest, unauthorized or fraudulent charges, and fees of any kind, including an annual fee, if applicable. Please allow up to XXXX weeks after qualifying purchases post to your account for bonus points to post to your XXXX account. To receive bonus points, your credit card account must be open and not in default at the time of fulfillment. Bonus points will be credited to the calendar month in which the qualifying transaction posts to your credit card account. Delays by a merchant, such as for shipping, could extend a transaction date into the next calendar month. 
XXXX XXXX Status for New Cardmembers You, as the primary cardmember, will receive XXXX XXXX Status for the calendar year in which your Chase XXXX XXXX account is opened and for the following calendar year. If you have earned a higher status by other means ( in accordance with Air XXXX XXXX XXXX Status Terms and Conditions ), you will retain the higher status. This benefit is not available to current or previous cardmembers who received this benefit of the credit card within the last 60 months. XXXX XXXX Status and access to all associated features, benefits, services and amenities are subject to the Terms and Conditions of the XXXX XXXX Status program and are available at aircanada.com/elite-termsandconditions Opens Overlay. XXXX XXXX XXXX is non transferrable. Your Chase XXXX Card account must be linked to your XXXX number and must be open and not in default to receive and retain XXXX XXXX Status. Chase is not responsible for the provision of, or failure to provide, the stated benefits. 
Maintain or Qualify for XXXX XXXX XXXX Status Each calendar year in which you spend at least {$15000.00} in purchases you, as the primary cardmember, will earn XXXX XXXX Status through the following calendar year. Purchases are when you, or an authorized user, use the card to make purchases of products and services, minus returns or refunds. Buying products and services with your Chase XXXX XXXX, in most cases, will count as a purchase ; however, the following types of transactions wont count : balance transfers, cash advances, travelers checks, foreign currency, money orders, wire transfers or similar cash-like transactions, lottery tickets, casino gaming chips, race track wagers or similar betting transactions, any checks that access your Chase XXXX XXXX account XXXX interest, unauthorized or fraudulent charges, and fees of any kind, including an annual fee, if applicable. On XX/XX/XXXX of each calendar year, the calculation resets to zero and you must qualify again in the next calendar year. Purchases made towards the end of a calendar year XXXX not be posted to your Chase XXXX XXXX account until the next calendar year and will therefore be included in the calculation for that year. Please allow XXXX ( XXXX ) to XXXX ( XXXX ) weeks after qualifying for XXXX XXXX XXXX to be applied to your XXXX account. If you earned a higher status by other means ( in accordance with Air XXXX XXXX XXXX Status Terms and Conditions ) you will retain the higher status. XXXX XXXX Status and access to all associated features, benefits, services and amenities are subject to the Terms and Conditions of the XXXX XXXX Status program and are available at aircanada.com/elite-termsandconditions Opens Overlay. XXXX XXXX XXXX is non transferrable. Your Chase XXXX Card account must be linked to your XXXX number and must be open and not in default to receive and retain XXXX XXXX Status. Chase is not responsible for the provision of, or failure to provide, the stated benefits. 
XXXX XXXX Status Level Up to XXXX XXXX Status or higher Each calendar year you spend at least {$50000.00} in purchases, you, as the primary cardmember, will earn an XXXX XXXX Status Level Up benefit consisting of a one-level increase of your status for the next calendar year. For example, if during a calendar year you spend {$50000.00} in purchases and have otherwise earned XXXX XXXX Status for the next calendar year, your status will increase from XXXX XXXX to XXXX Status for the duration of the next calendar year and will drop down to your otherwise earned XXXX Status at the beginning of the calendar year after that, unless you earn a higher status or another XXXX XXXX Status Level Up benefit. Your status can only be increased through this benefit once per calendar year. The benefit always applies to the status you otherwise earn and is not cumulative year to year. This means if you earn the benefit in consecutive years, and otherwise qualify for XXXX XXXX Status in both years, that this benefit will increase your status to XXXX XXXX Status in both years ; the second increase will not build from the previous years increased level of XXXX XXXX Status and increase your status level to XXXX XXXX Status. If you earned the highest XXXX status level, XXXX XXXX XXXX Status, for the next calendar year in accordance with Air XXXX XXXX XXXX Status Terms and Conditions, and also spend {$50000.00} with the Chase XXXX XXXX, instead of an XXXX XXXX Status Level Up benefit you will receive XXXX ( XXXX ) XXXX XXXX Status to gift to another XXXX member for the next calendar year. More details about qualifying for XXXX XXXX XXXX can be found at aircanada.com/elitequalification Opens Overlay. Purchases are when you, or an authorized user, use a card to make purchases of products and services, minus returns or refunds. Buying products and services with your Chase XXXX XXXX, in most cases, will count as a purchase ; however, the following types of transactions wont count : balance transfers, cash advances, travelers checks, foreign currency, money orders, wire transfers or similar cash-like transactions, lottery tickets, casino gaming chips, race track wagers or similar betting transactions, any checks that access your Chase XXXX XXXX account XXXX interest, unauthorized or fraudulent charges, and fees of any kind, including an annual fee, if applicable. On XX/XX/XXXX of each calendar year, the calculation resets to zero and you must qualify again in the next calendar year. Purchases made towards the end of a calendar year XXXX not be posted to your Chase XXXX XXXX account until the next calendar year and will therefore be included in the calculation for that calendar year. XXXX XXXX XXXX and access to all associated features, benefits, services, and amenities are subject to the Terms and Conditions of the XXXX XXXX Status program and are available at aircanada.com/elite-termsandconditions Opens Overlay. XXXX XXXX XXXX is non transferrable. Your Chase XXXX Card account must be linked to your XXXX number and must be active and not in default to receive and retain XXXX XXXX Status. Chase is not responsible for the provision of, or failure to provide, the stated benefits. 
Use XXXX Points With Pay Yourself Back XXXX Points XXXX be redeemed for a statement credit using Pay Yourself Back toward eligible purchases made with your XXXX card within 90 days from the purchase date. Categories, including promotional categories, eligible merchants, and purchase transaction eligibility XXXX change from time to time. Redemption values will be shown on the transaction page prior to redemption. Redemption values XXXX be changed at any time. We may apply a maximum amount of points you can use with XXXX points redemption with Pay Yourself Back from time to time. Statement credits will post to the card account within XXXX business days of a request to redeem and will appear on the monthly Chase credit card billing statement within XXXX to XXXX weeks. Statement credits will reduce your balance, but you are still required to make at least your minimum monthly payment. Chase reserves the right to determine which purchases qualify for a statement credit. Only XXXX XXXX earned under the XXXX Program, the Chase XXXX XXXX, and Chase Ultimate Rewards can be used for Chase Pay Yourself Back. Points converted from other programs are not eligible. For information about Chase rewards categories, see chase.com/RewardsCategoryFAQs Opens in a new window. If XXXX determines, in its sole discretion based on its data, that you have redeemed ineligible XXXX XXXX, Aeroplan reserves the right to reverse your point redemption or freeze your XXXX XXXX account. You will be responsible for any balance on your credit card account resulting from a reversal. 
Over XXXX Destinations Number of destinations based on the published route network Opens Overlay of XXXX XXXX and its airline partners. 
XXXX XXXX : For flight rewards comprising travel with a partner airline, a partner booking fee will apply. Aeroplan points required for partner airline flight rewards are based on the actual distance flown between origin and destination. Taxes and third-party charges XXXX apply. For full details please visit XXXX XXXX XXXX Terms and Conditions Opens Overlay. 
Preferred Pricing : You, as the primary cardmember will often require fewer XXXX points to redeem for flight rewards through the XXXX program than XXXX Members who do not hold an XXXX co-branded Credit Card. XXXX pricing for flight rewards applies only to flight rewards with XXXX XXXX, not on other airlines. Chase is not responsible for the provision of, or failure to provide the stated benefits. Visit aircanada.com/aeroplan Opens Overlay for full details. Feature may be changed, withdrawn or extended at any time and can not be combined with any other offer.

XXXX XXXX or XXXX  XXXX  or XXXX  Application Fee Statement Credit You will receive XXXX statement credit every XXXX years ( up to {$120.00} ) after the first program ( either XXXX XXXX or XXXX XXXX or XXXX  ) application fee is charged to your Chase XXXX Card by you or an authorized user. This benefit applies only to the XXXX XXXX, XXXX XXXX  or XXXX  programs, other XXXX XXXX XXXX are not eligible. Only purchases made directly with the U.S. Department of Homeland Security, eligible partner listed on ttp.cbp.dhs.gov/, or authorized enrollment providers featured on tsa.gov/precheck website are eligible for reimbursement. Purchases made through any third parties, such as travel agencies or application assistance services, are not eligible for reimbursement. The statement credit will appear on your credit card billing statement within XXXX billing cycles. You are responsible for payment of all charges until the statement credit posts to the account. Chase has no control or liability regarding these programs including, but not limited to, applications, approval process or enrollment, or fees charged by XXXX or XXXX or XXXX. For more information about the XXXX XXXX, XXXX XXXX and XXXX programs, including application details and full terms and conditions, go to ttp.cbp.dhs.gov/. Websites and other information provided by government agencies are not within Chase 's control and may not be available in XXXX. To receive statement credits, your account must be open and not in default at the time of fulfillment. 
XXXX XXXX is a registered trademark and is used with the permission of the U.S. Department of Homeland Security.

Concierge Service : Cardmembers are responsible for the cost of any goods or services purchased through XXXX XXXX XXXX. 
XXXX XXXX 10 % Bonus on Chase XXXX Rewards Point Transfers If you, as the primary cardmember, also have an eligible Chase credit card with Ultimate Rewards, you will be eligible to receive a 10 % bonus after you transfer XXXX or more Ultimate Rewards points in a single transaction to XXXX. Maximum of XXXX bonus points per calendar year. Bonus points will be awarded by XXXX and will post in your XXXX account within 7 days after your transfer is complete. XXXX Rewards transfers into an authorized users XXXX account or any XXXX account other than the primary cardmembers, will not be eligible for the 10 % bonus. Your Chase XXXX XXXX account must be linked to your XXXX number and must be active and not in default at the time the bonus points are credited to receive the bonus points. Chase is not responsible for the provision of, or failure to provide, the stated benefits. 
XXXX XXXX : XXXX XXXX XXXX does not apply to use of an account by an authorized user without the approval of the primary cardmember. If you think someone used your account without permission, tell us immediately by calling the XXXX Services number on your card or billing statement. 
Account Alerts : Delivery of alerts may be delayed for various reasons including technology failures and capacity limitations. There is no charge from Chase, but message and data rates may apply.

Score Improvement : This score improvement resource does not guarantee you will reach your credit score goal even if you complete the recommended actions, as there are other factors that may impact your XXXX. This resource should be used for educational purposes only. There are various types of credit scores that lenders can access to make a lending decision. The credit score you receive is based on the XXXX XXXX model and may not be the credit score model used by your lender or by Chase. You should carefully consider your needs and objectives before making any decisions, and consult the appropriate professional ( s ).

Cardmembers Eligible for Chase Pay Over Time : Eligible cardmembers are those with access to Chase Pay Over Time who use a participating Chase credit card for eligible purchases. Access to Chase Pay Over Time is not guaranteed, is based on a variety of factors such as creditworthiness, credit limit and account behavior, and may change from time to time. Participating Credit Cards for Chase Pay Over Time After Purchase : Participating Chase credit cards include most consumer credit cards and select small business credit cards. For a complete list of participating Chase credit cards, see Which Chase credit cards are eligible to use Chase Pay Over Time after a purchase is made at chase.com/personal/credit-cards/chasepayovertime/faqs/after-purchase Opens in a new window. Participating Credit Cards for Chase Pay Over Time at checkout on XXXX : Participating Chase credit cards include all credit cards except XXXX XXXX XXXX XXXX, XXXX XXXX and XXXX XXXX cards, and Chase XXXX XXXX cards. 
Purchases Eligible for Chase Pay Over Time Set Up After Purchase Purchases of at least {$100.00} are eligible, excluding certain transactions such as ( a ) cash-like transactions, ( b ) any fees owed to us, including Annual Membership Fees, and ( c ) purchases made under a separate promotion or special finance program. Eligible purchases will be identified within your transaction history on chase.com Opens in a new window or the Chase XXXX XXXX. 
XXXX, the silver circles design and XXXX XXXX XXXX are registered trademarks of XXXX XXXX XXXX. 
XXXX XXXX XXXX The XXXX number of the person accessing the benefit must be included in the qualifying reservation, and the name on the airline reservation must be identical to the name on the XXXX account of the traveler. Please allow up to XXXX hours after the Chase XXXX XXXX is approved for these benefits to be activated. Your Aeroplan account must be in good standing at time of flight for airline benefits to apply. Airline benefits will no longer be available upon Aeroplan account closure, regardless of reason for closure, or if the credit card product is changed. XXXX membership and benefits are subject to the XXXX Program Terms & Conditions ( aircanada.com/aeroplan-termsandconditions Opens Overlay ) and any applicable XXXX XXXX terms and conditions relating to a benefit, as determined by XXXX XXXX in its sole discretion and as XXXX be changed from time to time. Chase is not responsible for the provision of, or failure to provide, the stated benefits. XXXX XXXX is a registered trademark of XXXX XXXX used under license by XXXX XXXX XXXX is a registered trademark of XXXX XXXX XXXX used under license. 
Chase XXXX credit cards are issued by JPMorgan Chase Bank , N.A . XXXX FDIC. Accounts subject to credit approval. Restrictions and limitations apply. Offers subject to change.

Company response to consumer: Closed with explanation