Consumer complaint received 2024-11-15 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: NY

Complaint narrative:
There was a Chase Sapphire Reserve rewards offer for {$100.00} back for {$500.00} spent through the Chase XXXX XXXX by XX/XX/XXXX2024. My partner and I, who both have separate Chase Sapphire Reserve cards, had added the offer. I spoke to my partner and researched flights to book by XX/XX/XXXX. At XXXX EST XX/XX/XXXX, I went through the Chase app and website to purchase the ticket, but the offer had " expired '' already for both of us, before the end of day. I called at XXXX at XXXX on XX/XX/XXXX and had a XXXX minute conversation that the offer should be valid and honored for both of us as it was still XX/XX/XXXX EST. I asked for the issue to be escalated to a supervisor as I was purchasing the flight ticket through the portal by XX/XX/XXXX and that was the date in which the offer declared expiration. At XXXX EST XX/XX/XXXX I received confirmation from the Chase XXXX XXXX of booking a flight for {$570.00} on XX/XX/XXXX. For my partner, his booking confirmation was XXXX EST. Both my partner and I did not receive the {$100.00} credit. 

I received a letter in the mail XX/XX/XXXX declaring that the offer had expired XX/XX/XXXX. Thus, I called the number listed on the letter but was not able to speak to an agent, so I called XXXX again today ( XX/XX/XXXX ) to rectify the situation as we had both purchased the tickets by XX/XX/XXXX and should have received the Chase Sapphire Reserve Card Offer credit of {$100.00} each. I was transferred twice and spoke to XXXX different people for a total of XXXX minutes with the final XXXX, a XXXX, declaring that the flight was purchased XXXX and they could not verify that we had purchased the tickets XX/XX/XXXX. I declared I had email documentation, to which she declared I had to attach it through Secure Messages on the website. We both did so and she said the same department that had looked into it previously would get back to me again via letter. I declared that I would like this to rectified via phone call, to which she declared thats not possible. We both made complaints about the situation as we had met the requirements for the offer to be valid. We also declared that the Chase XXXX XXXX is supposed to provide XXXX points back for booking through their portal, but the flights booked only show XXXX points back. Thus, there are various issues at play and she said she would look into it. The XXXX  ended the call before I could move onto my third point in asking about the retention bonus I was told on XX/XX/XXXX24 would be reflected in XXXX cycles. This is in regards to the call I made to XXXX on XXXX/XXXX/2024 at XXXX about receiving a retention bonus of {$150.00}. The agent on XX/XX/XXXX declared it would be reflected XXXX cycles. As shown in the attachment, I had messaged my partner after the call on XX/XX/XXXX encouraging him to call to receive the retention bonus as well, as that is what I had accepted on the call XX/XX/XXXX. On XX/XX/XXXX when I had called back after the supervisor had hung up, the new agent told me in a XXXX conversation that I needed to call back before XXXX as that department was closed for today. 

Frustrated with the situation, I called the Chase Executive Office at XXXX at XXXX following the XXXX calls XX/XX/XXXX from XXXX ( XXXX minutes ) and then briefly from XXXX ( XXXX minutes ) EST. I was on the call for another XXXX minutes for a total of XXXX hour and XXXX minutes in response to 1 ) Chase was not honoring the offer when we had met the conditions 2 ) not receiving the correct points back for booking through their portal and 3 ) not having received my retention of {$150.00} as discussed XX/XX/XXXX. The agent declared, in being completely transparent with you, you will not receive the {$100.00} bonus as the first memo declared that the flight was purchased on XX/XX/XXXX. I declared that we had purchased the tickets XX/XX/XXXX ; when the agent looked into it, he declared that there werent specifications to the offer, but because it was posted XXXX, we would not receive the offer. I declared that is a mistake on Chases end as we met the offers requirements of using {$500.00} on the Chase Travel website by XX/XX/XXXX to receive the offer of {$100.00}. He declared that because it was posted on the XXXX, there was nothing he could do other than offer me a {$150.00} retention bonus. When I declared that I had already accepted this offer in XXXX, he declared this was not mentioned on my account. I asked if this is in addition the {$150.00} I was originally offered, and he declared no as he did not see it within my account. I asked for {$250.00}, which is what I believe I should be owed ( {$150.00} for the retention bonus the agent on XX/XX/XXXX declared I would receive in XXXX cycles, and the {$100.00} from the Chase offer ), and he declare that he could not do this and could only offer me {$150.00}. I asked for clarification as he had originally declared that the {$150.00} would be in lieu of the {$100.00} offer I did not receive, so I asked for it to be mentioned on my account that I had already accepted that offer XX/XX/XXXX. The agent also declared he could not do so and also ended the call without resolution. I would like the {$250.00} I believe I am owed by Chase Bank and the {$100.00} my husband is owed since we met the requirements of their offers.

Company response to consumer: Closed with monetary relief