Consumer complaint received 2024-12-08 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: VA

Complaint narrative:
On XX/XX/year>, I made a {$530.00} purchase via the Chase Travel portal on my Chase Freedom Unlimited credit card. I specifically made this purchase to receive a promotional credit, as advertised by Chase Bank on the app, for {$100.00} back with a Chase Travel purchase of at least {$500.00} on my Chase Freedom Unlimited card by XX/XX/year>. I never received this credit from Chase Bank ; therefore, on XX/XX/year>, I called and spoke with a Chase representative who created an escalation case and told me that I needed to send a message on the Chase app including proof of purchase. Accordingly, on XX/XX/year>, I submitted a message to Chase through the app indicating that I was waiting to receive the {$100.00} credit and providing an attachment that showed my email receipt for the travel booking made through the Chase app, including a time stamp showing that the purchase was made on XX/XX/XXXX. Over the next two weeks, I received several conflicting messages ( via app ) from Chase Card Services stating that my request had been forwarded to another department, that I would receive a response in one to two business days, and that Chase Card Services was experiencing a large volume of requests. On XX/XX/year>, I emailed Chase again via app to say that I never received a response to my message. On XX/XX/year>, Chase Card Services sent a response on the app saying that my purchase wasnt eligible because the purchase was made with my Chase Sapphire Reserve card. This response is untrue as the purchase is clearly posted on my bank statement for my Chase Freedom Unlimited Card. 

Around this time, I also received a letter in the mail dated XX/XX/year>, from Chase that states that my credit was refused because the purchase was made on XX/XX/year>. This response clearly ignored my original message with the time stamp proof. 

Since receiving the two conflicting and inaccurate responses, I have tried calling Chase multiple times and have spoken to several Chase representatives who have been unable to help me, despite verbally agreeing that the responses from Chase were erroneous. During those discussions, representatives have said that they would transfer me to a supervisor only to put me on hold for another thirty minutes, send me to an automated line stating a wait time of over 30 minutes, and send me to another representative who simply makes me file another escalation as Ive already done once. I have also sent multiple messages via the Chase app, and nobody has responded to me. 

In conclusion, despite verbal acknowledgment from Chase representatives that I am owed a {$100.00} credit, Chase Card Services has failed to truthfully and adequately respond to my complaint in writing, citing several conflicting and erroneous reasons for failing to credit my account in accordance with an advertised promotion on their application ; and is currently refusing any timely help or rectification to this issue, including the issuance of the {$100.00} credit that I am legally owed.

Company response to consumer: Closed with monetary relief