Consumer complaint received 2026-04-01 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: WA

Complaint narrative:
On XX/XX/XXXX, I activated a Chase XXXX regarding a {$1200.00} purchase ( including taxes XXXX fees ) with XXXX XXXX for a {$120.00} statement credit, which I made the purchase same day totaling {$1200.00}. Chase XXXX indicates that I would automatically receive the credit after XXXX business days upon making the qualifying purchase. However, I did not receive any credits even after the XXXX business days. I XXXX made a call XXXX chase customer support on XX/XX/XXXX addressing the issue XXXX was advised that the credit would appear after the XXXX business days XXXX that I should wait until at least that week 's XXXX XX/XX/XXXX or next XXXX XX/XX/XXXX at the latest. I also confirmed whether I need XXXX call back if the credit still did not get added then XXXX was reassured that I would definitely be added XXXX I would not have XXXX call back. They also advise that in case the credit was not added by then, I could give them a call back XXXX they will manually add the credit on for me. I also requested them XXXX leave a detail note regarding the situation. I waited until XXXX XX/XX/XXXX XXXX still did not see the credit reflecting on my credit card. I called chase customer support again XXXX explained XXXX them the issue. This time, they advised me that because I had activated the offer XXXX made the purchase on the same day, sometimes the offer does not recognize or get linked XXXX the purchase. However, they told me that they had manually added the statement credit XXXX my credit card XXXX I should see the credit showing up after XXXX business days. And again, they reassured me that the credit would show up XXXX I would not have XXXX call back. A week went by XXXX the credit still had not shown up. I called chase customer support again on XX/XX/XXXX just XXXX be told that the credit was never manually added XXXX my credit card XXXX that I ( sometimes ) needed XXXX wait at least XXXX credit statement for the credit XXXX show up. At that point, I was very frustrated XXXX be told different things XXXX times XXXX had had no follow-ups whatsoever XXXX requested XXXX have an XXXX XXXX generated. The support created the ticket ( # XXXX ) for me and, again, assured me that I would hear back from them within XXXX hours since this was an escalation. I called them back on XX/XX/XXXX because I did not hear from them and again on XX/XX/XXXX. This time, they transferred me XXXX a XXXX XXXX but told me that because I had added the offer XXXX made the purchase on the same day, they could not determine which action came XXXX causing the delay in their response. However, I confirmed with them I definitely made the purchase after I had added the offer XXXX had complied with all the requirements. I would not have made the purchase had I not seen XXXX added the offer when there were other airlines that offer cheaper tickets compare XXXX XXXX XXXX. They then advised me that they would requested an urgent update and also created a XXXX XXXX XXXXt ( # XXXX ) XXXX a case ID ( XXXX ) for me. They also told me that the decision was being made by their back office XXXX that they had no way of making contact with them XXXX just advised me to continue waiting until I get a response. At this point, I was getting very frustrated XXXX decided XXXX just wait it out XXXX at least the XXXX credit statement like they said but I did not hear back from them at all still. When I called again on XX/XX/XXXX XXXX XX/XX/XXXX, I was transferred XXXX their supervisors. The supervisor I spoke with on XX/XX/XXXX told me I would get a response in the mail within XXXX business days. However, the XXXX XXXX I spoke with on XX/XX/XXXX told me that my ticket was never looked at XXXX that they acknowledge that the situation was strange that it was not resolved even after XXXX months since initial ticket was generated. Upon further investigation by the supervisor, he told me that the my ticket was somehow reassigned from the original back office agent XXXX another agent but then it was still in pending status. He then told me that he had emailed the current agent assigned on the ticket personally XXXX was hoping that I would get a response soon. Right now, I felt like I had done everything I could XXXX am tired of having to call them back XXXX times without any proper follow-ups or responses from them. I did some online research XXXX found out Chase Offer have had history of problems with their back-end server not syncing properly. I decided XXXX file a complaint with CFPB hoping XXXX receive assistance in resolving this issue because at this point, I no longer believe that Chase has the intention XXXX resolve my issue. XXXX : The attached gmail was forwarded from my XXXX XXXX email since I used my credit card XXXX purchase the tickets for my XXXX The ticket total is in XXXX which was converted XXXX {$1200.00} XXXX automatically when the purchase was made.

Company response to consumer: Closed with explanation