Consumer complaint received 2024-08-22 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: NC

Complaint narrative:
Chase Bank ( JP Morgan Chase & Co ) had a " Chase Offer '' for the XXXX XXXX credit card that I have. The offer was for XXXX XXXX XXXX XXXX ; 10 % cash back, up to {$100.00} back. They require customers to opt in the the offer, which I did, and then complete a purchase on or before XX/XX/2024. I had already booked a XXXX XXXX XXXX XXXX stay before the offer became available, so when I was in the lobby of the hotel prior to checking in on XX/XX/2024, I opened the Chase banking application on my phone and verified that the offer was through the XXXX XXXX credit card and not my other Chase credit cards so I would get the {$100.00} cash back offer. I had my girlfriend look at the application with me to verify I was looking at the right credit card account. 

Our check out date for the hotel was XX/XX/XXXX, and XXXX XXXX and XXXX initiated the charge to the credit card on XX/XX/XXXX, the last day of the Chase offers. My charges were over {$1000.00}, so that qualified me for the entire {$100.00} cash back. In the days following, the XXXX XXXX took longer to settle than any credit card charge I've previously had with Chase. The official charge date did finally settle and correctly listed it as XX/XX/XXXX. By XX/XX/XXXX, I still had not received the promotional cash back credit, so I called Chase Bank customer service. The employee I spoke with said he saw the promotion I was speaking of, but the transaction was still within the 14 business days needed to process the cash back. I saw the employee was correct as it had only been 10 business days since the charge. The employee asked me to call back if I still didn't receive the cash back by Friday XX/XX/XXXX. 

By XX/XX/XXXX I still had not received the promotional cash back for {$100.00}. I called Chase customer service back on XX/XX/2024. I asked them to give me the {$100.00} credit that was due to me. The woman I spoke to could not find the promotional offer I was referencing, and now the offer was no longer visible in my Chase Offer " wallet, '' where it should list any offer I opted in to, even if they were not used or expired. She said she would escalate the incident so I could receive my promotional credit. Later in XXXX I received a letter dated XX/XX/XXXX, stating I didn't notice qualify for a promotion that earns me credit card points for booking multiple travel charges ; this offer had NOTHING to do with the XX/XX/XXXX offer I was referencing on my 2 prior calls to Chase Customer service. 

On XX/XX/2024, I called again to Chase customer service. The explained the situation again to the employee I spoke with and the incorrect letter I received. I asked again for the {$100.00} credit that was due to me, and the employee refused to give it I to me. Today, XX/XX/2024, I received an email stating I had a letter that was once again denying me the {$100.00} promotional cash back credit. 

After researching online, I have come across other customers who have also been denied cash back offers from Chase Bank for other offers. 

Please investigate and get me my money.

Company response to consumer: Closed with explanation