Consumer complaint received 2025-05-23 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: WA

Complaint narrative:
XXXX XXXX XXXX  WA XX/XX/XXXX To Whom It May Concern, Subject : Chase Failed to Honor XXXX Promotional Offer Due to Their Own Processing Delays I am submitting this formal complaint against JPMorgan Chase Bank regarding a promotional offer I was promised in person at a branch, which Chase later denied due to its own internal processing delays. 

In late XXXX or early XX/XX/XXXX, I visited the Chase XXXX branch ( XXXX, WA ) and spoke with banker XXXX, who told me about a branch-exclusive promotion for the Chase Sapphire Reserve card . The promotion included : - XXXX bonus points after spending {$4000.00} in three months, and - An additional XXXX bonus points if I spent an additional {$6000.00} ( for a total of {$10000.00} ) within six months, only if I applied in person with a teller. 

I applied while in the branch, but due to a fraud alert on my credit file, the initial application stalled. After lifting the alert, I returned to the branch and was informed by both XXXX and a Chase representative over the phone that I had been approved. I was told the card would arrive within 10 business days and that the promotional offer was still active. 

Weeks passed with no card. Around late XX/XX/XXXX, XXXX and I called Chase again and were told that my application had never fully processed, despite earlier confirmation of approval. The process restarted. I finally received my card around XX/XX/XXXX, and began spending on it immediately. 

By XX/XX/XXXX, after inquiring about benefits, I was told I was not enrolled in the XXXX promotiononly the standard XXXX offer. I wrote a letter to Chase Card Services in Delaware disputing this ( attached ), and I also returned to the XXXX branch in person and later sent them a formal letter ( also attached ). 

Since that time : - Ive made multiple attempts to reach the XXXX branch manager by phone with no success.

- I discussed the situation with bankers at the XXXX XXXX branch, including in-person meetings in XXXX and XX/XX/XXXX. 
- Ive been promised call-backs from branch managers and referred to a " complaint resolution '' teamnone of whom contacted me for over eight months. 

I did receive two voicemails from Chases complaint resolution team in XX/XX/XXXX. The first came on Monday, stating that they were calling about an issue forwarded by the branch manager and would follow up with me after resolution. The second came on Wednesday and simply asked me to call back. 

Importantly, this was the first time anyone at Chase had ever mentioned this resolution team to meand it only came up because I spoke directly with the branch manager at XXXX XXXX in early XXXX. Despite repeated efforts with XXXX and other staff since XX/XX/XXXX, no one ever told me such a team existed. 

While I appreciate the belated outreach, this comes after nine months of unresolved effort. Given Chases long history of unreturned calls, stalled resolutions, and unanswered letters, I am seeking regulatory assistance to ensure a timely and fair outcome. 

What I Am Requesting : I am requesting that Chase : 1. Honor the XXXX bonus as originally promised at the XXXX branch XXXX and 2. Provide an additional XXXX points ( or equivalent account credit ) as reasonable compensation for : - The nearly year-long delay caused solely by Chases internal errors- Repeated failures to respond to written and verbal follow-ups - The time, effort, and cost Ive incurred ( mailing , documentation, travel, etc. ) This is not a dispute over charges or feesonly a request for Chase to uphold the in-branch promotional offer that led me to open this account, and to take accountability for the administrative missteps that voided that offer. 

Attachments : 1. Letter from Chase Card Services ( dated XX/XX/XXXX, denying the XXXX promotion ) 2. Letter I sent to Chase Card Services ( dated around XX/XX/XXXX ) 3. Letter I sent to the XXXX branch manager ( Fall XXXX ) Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation