Consumer complaint received 2025-03-04 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:
To Whom It May Concern, I am filing a complaint against Chase for systematically failing to honor a clearly advertised travel bonus points promotion, despite multiple documented confirmations of my eligibility. Chases refusal to credit the promised bonus points, coupled with obstructive customer service interactions, has left me without resolution and has wasted significant time and effort. 

In XX/XX/XXXX, I enrolled in a Chase XXXX promotion offering 10,000 bonus points for flight purchases over {$500.00}. The terms were explicitly stated : eligible customers had to book their flights through Chase XXXX by XX/XX/XXXX, complete their travel by XX/XX/XXXX, and would receive the bonus points within eight weeks of completing their travel. Relying on these terms, I booked a qualifying flight through Chase XXXX on XX/XX/XXXX, spending over {$500.00}, and completed my travel on XX/XX/XXXX. According to the promotions conditions, the bonus points should have been credited to my account by XX/XX/XXXX. However, despite meeting all the requirements, the points were never issued. 

Between XX/XX/XXXX and XX/XX/XXXX, I made multiple attempts to resolve this issue with Chase customer service. Each time, I was met with misleading and contradictory responses. Initially, Chase representatives confirmed my eligibility and assured me that the points would be credited within the specified timeframe. However, once the deadline passed, my subsequent inquiries were met with denials of previous written confirmations, shifting explanations about the promotions terms, and outright refusals to escalate my case to a department capable of resolving the issue. Instead of addressing the problem, customer service engaged in repeated, unproductive communication, deflecting responsibility at every step. Each interaction made it increasingly clear that there was no real path to resolution, as my documented eligibility and previous assurances were consistently ignored. 

I have substantial evidence supporting my claim, including the official Chase promotion page outlining the offers terms, my enrollment confirmation, flight purchase records, Chases written confirmation of my eligibility, and extensive documentation of inconsistent responses from various representatives. Despite presenting this evidence, Chase has failed to uphold its commitment, leaving me with no choice but to escalate this matter formally. 

I urge Chase to take immediate corrective action by issuing the 10,000 bonus points I am rightfully owed and to address the broader issue of deceptive promotional practices and inadequate customer service. This experience has been not only frustrating but also indicative of a systemic failure in how Chase handles its promotional obligations. I hope for a prompt resolution, failing which I will have to explore further action to ensure accountability. 

Sincerely,

Company response to consumer: Closed with non-monetary relief