Consumer complaint received 2025-08-17 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: CA

Complaint narrative:
Please consider manually adjusting the XXXXXXXX XXXX XXXX credit of my Chase Sapphire Reserve card. Otherwise, you are potentially involved in false advertising. 

Please allow me to describe in detail what happened in chronological order, so that you would be able to better understand the whole issue. All the time mentioned below is based on XXXX XXXX. 

On XX/XX/XXXX, Chase launched the new version of Chase Sapphire Reserve ( XXXX ), which has XXXX XXXX XXXXl credit XXXX XXXX XXXXXXXX credit for each half year XXXX and XXXX. At that time I read that if apply with possessing an active Chase Sapphire XXXX  ( XXXX ) card, then the application will be rejected automatically. I had XXXX at that time, so I downgraded it to a Chase Freedom XXXX card, and then applied the XXXX. However, it was still rejected without any XXXX  inquiry. Later on, I realize that it is because the downgrading action XXXX not be recognized promptly by the system of Chase, so that my XXXX application was rejected since it detects that I still posses an XXXX. 

On XX/XX/XXXX I applied for the XXXX again and got approved. 

On about XX/XX/XXXX I called Chase and was told that there is no need to expedite the card. It is already expediate. I asked if it is possible to book anything from the Chase travel portal without having the physical card ( so that I can make sure of the XXXX XXXX credit ), and was told not impossible ; must have the full card information. 

On XX/XX/XXXX the XXXX card was mailed to me at noon XXXX pm. I was working at that time, but I immediately used it to book an XXXX XXXX at night at about XXXX pm with Pay Now option of XXXX USD for XXXX nights. At that moment on the webpage of Chase travel portal where the XXXX checkout button was presented, it showed the XXXX credit for the XXXX XXXX is still available from XX/XX/XXXX to XX/XX/XXXX. I also booked a concert with XXXX at about XXXX for XXXX USD. 

On XX/XX/XXXX, in the morning about XXXX am, I booked another XXXX nights of the same XXXX XXXX with XXXX USD. I was expecting that I would have received XXXX different XXXX XXXX XXXX credits, which is the total amount of XXXX annual XXXX XXXX credits that are advertised by Chase with the Chase Sapphire Reserve card. 

Later on, I see that both transactions posted with the transaction date showing XX/XX/XXXX. The XXXX XXXX XXXX XXXX date XX/XX/XXXX, while the XXXX  transaction shows post date XX/XX/XXXX. Both unfortunately only triggered the corresponding credits of the second half year XXXX XXXX XX/XX/XXXX. Also, the XXXXXXXX XXXX XXXX  booking triggered my XXXX XXXX annual travel credit, but only the XX/XX/XXXX XX/XX/XXXXXXXX XXXX XXXX was triggered. I am still missing the XXXXXXXX XXXX XXXX  credit from XX/XX/XXXX to XX/XX/XXXX. 

Therefore, during the whole XXXX and in fact, up to now, I am still making consistent contact with Chase credit card services to argue with the missing XXXX XXXX credits. I did some research online and found out that some people are having the same issue as me, with some of them initiating the transaction as early as XX/XX/XXXX. I think that the Chase system has been having this bug a long time that you choose to give the reward based on the posted transaction date, rather than the actual transaction-initiated day. 

On someday of early XXXX, say about XX/XX/XXXX, I receive an apology paper mail from Chase, saying that you apologize that we accidentally rejected your application of the XXXX on XX/XX/XXXX, which means that, if this did not happen, I might get the card earlier and XXXX have this issue. Again, this is an indication that Chase realizes that their system has problem with processing applications, and therefore possibly problems with processing the credit of benefits of their own credit cards. 

On about XX/XX/XXXX, I see that the XXXX XXXX credit has been applied. That means my long-time escalation has worked at least partially. However, the XXXX XXXX XXXX credit is still not adjusted. 

On XX/XX/XXXX I called Chase credit card XXXX term for XXXX, and was told that the credit will not be applied because in the system it shows both XXXX XXXX transactions are on of after XX/XX/XXXX. This is ridiculous. No matter from the time the card was charged from Chase travel portal for the XXXX Now option, or the confirmation of the reservation, it is clearly on XX/XX/XXXX. I was told by XXXX of the supervisor to check with Chase XXXX portal why they billed my card on XX/XX/XXXX, which is totally nonsense. I later contact Chase travel term and confirmed that, the transaction, as well as the XXXX now reservation, of the XXXX XXXX XXXX nights, was made on XX/XX/XXXX, and the transaction went pending immediately ( which is easy to test by yourself. I can even film a video showing that if select XXXX now, the charge goes pending immediately ). XXXX of the representatives again submitted a complaint of this for me. 

Please be noted that, the Terms and Conditions of both credits of XXXX  and XXXX say that The Credit must be available at the time qualifying purchases are made. No transaction date / post date is mentioned. It is a comment sense that, the time when the qualifying purchase is made means the time when the trade between the merchant and the customer takes place. A purchase does not involve a bank ( although a transaction does ) ; it is an action between only the buyer and the seller, or the merchant and the customer, that signify a trade of services/ goods are made. A simple example is that, if I pay for a dinner / purchase grocery at XXXX of Sunday, and I finished eating the dinner / brought the grocery to my house at the same time, but the transaction got posted on Monday or even Tuesday, in such a case, if you are asked when the purchase was made, how would you answer? Of course, you wouldnt answer Monday or Tuesday, but you would answer Sunday. Then the purchase itself, meaning XXXX XXXX / trade of good or services, either physical or digital, is made when I finished eating and pay for the dinner, or paying at the checkout of the grocery. And dont even mention that, on XX/XX/XXXX at the time when I made the reservation, at that moment on the webpage of Chase XXXX XXXX where the Complete checkout button was presented, it showed the XXXX credit for the XXXX XXXX  is still available from XX/XX/XXXX to XX/XX/XXXX. 

Therefore, my XX/XX/XXXX reservation of the XXXX XXXX for XXXX nights, didnt trigger the corresponding XXXX XXXX XX/XX/XXXX credit, means Chase violates XXXX own Terms and Conditions, and is reportable. And, therefore, I here sincerely, to ask, for an manual adjustment of XXXX XXXX XXXX, to my XXXX ending in XXXX. Let me at the end summarize all the reasons why you should make such an adjustment : XXXX. The card was approved late and arrived late, with your wrongful rejection on XX/XX/XXXX at the beginning. This was admitted by Chase itself. 
XXXX. I was actively trying to use the credits ( not just oh there is a credit ending tonight let me use it fast! ), which is reflected by my active contact to Chase for asking expediate shipping of my card or book by phone without the physical card arriving,. 
XXXX. The card arrives on XX/XX/XXXX, before which I couldnt make the XXXX XXXX reservation. 
XXXX. The Terms and Conditions says explicitly when the purchase is made, for which my XXXX  transaction on XX/XX/XXXX is totally qualified. No matter what transaction date / posted date showing in your system when it is posted ( which can be wrong ), you should be able to dig very deep into your system to see that, the purchase was indeed made on XX/XX/XXXX at night at the very beginning. You can double check and confirm with Chase travel team that it was indeed booked and charged with XXXX now ( meaning charge now ) option on XX/XX/XXXX. I even confirmed with the XXXX XXXX XXXX ( for this reservation ) that, this reservation was confirmed and paid on XX/XX/XXXX! 
XXXX. There is no difference of Terms and Conditions between XXXX and XXXX. I made both purchases at around XXXX on XX/XX/XXXX. Since you agree and have made an adjustment of XXXX XXXX credit to my XXXX account already, why dont you make the adjustment to the XXXX hotel reservation as well, as they have the same terms and conditions? 

I sincerely appreciate your time for reading. As an XXXX customer of Chase, XXXX believe that Chase is XXXX excellent example of credit card companies and would understand that I am indeed missing what I am supposed to receive. I hope that this issue can be solved reasonably, correctly, and perfectly.

Company response to consumer: Closed with monetary relief