Consumer complaint received 2024-10-07 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Banking errors
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
I have had issue after issue with the redemption of XXXX XXXX XXXX XXXX. I had issues in XXXX and eventually after countless of emails and calls eventually on XX/XX/year> my account was credited with the {$5.00} that I earned in XXXX. 

XX/XX/year> I went in person to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX Ca XXXX as per the info from the receipt I have ) and bought {$80.00} since there was another offer from XXXX XXXX XXXXXXXX XXXX that expired XX/XX/year> and I met the terms of the offer ( screenshot of offer details attached ). The details of the offer is that it is done in person before and up to when the offer expires XX/XX/year>. I did not use a third party, delivery service or third party payment account -buy now pay later. 

On XX/XX/year> I emailed using your secure email system and was told that it was being escalated to the right department and that I will be hearing from someone ( I attached the screenshot of the offer details and that it was added to my chase account wallet. Chase replied XX/XX/year> and I was told that it was being escalated to the right department as per your secure email system. 

On XX/XX/year> I spoke to a supervisor/manager and was told that it is being escalated and a case was created XXXX. I explained that it was not the first time this issue was happening and that previously I had the same issue in XXXX and that by XX/XX/year> I was paid for the XXXX transaction. The supervisor/manager tied it to the issue happening before so that it would be resolve right away and it would not happen again. Since then no one from Chase has bothered to notify me whatsoever as to what is happening or the status of the case. 

On XX/XX/year> I emailed once again using your secure system to find out what if anything was being done. On XX/XX/year> I got an email that basically was patronizing me without telling what if anything had been decided or that my issue was being addressed. 

On XX/XX/year> I called several times and eventually I spoke to a supervisor who told me that the case XXXX had been closed on XX/XX/year> because I did not met the terms of the offer. I asked XXXX to explain me exactly what term I did not met since I had in front of me the terms of the offer ( I have attached that in this email -and it was also attached in your Chase secure email dated XX/XX/year> ). XXXX the Chase manager/supervisor could not explain it. However, he stated that the case was closed. I stated to XXXX that I will be filing a complain with the Consumer Financial Bureau since I had enough. I should not be having to waste so much of my time for the incompetence of Chase and when they can not explain why would Chase refuse to honor the offer. XXXX told me that he was filing a formal complain, but that I had to call back again to get details of it and could not provide me with a reference or case number of the formal complain. 

Previously I taken advantage of offers with XXXXXXXX XXXX that has been offer several times this year and had no issues. I also took advantage of the XXXX offer and within days the offer was honored ( meaning I get the cash bonus ). 

The problem with XXXX XXXX is that Chase posts the transaction as XXXX XXXX. In order to see XXXX XXXX XXXX XXXX you have to press account details and then you see the XXXX XXXX XXXX XXXX. As a result the offer for some reason can not be redeemed. I made Chase aware of the same issue in XXXX and by XX/XX/year> I received the {$5.00} bonus earned in XXXX. You would think that XXXX would have fix it so that Customers do not have to experience the same thing over and over again. I should not have to call or complain time and time again. Obviously that is an issue that one has to worry when it comes to trusting a financial institution.

The offer was added to my Chase Wallet. The offer now sits on my expired offers on the Chase Wallet. This would have facilitated the redemption at Chase, but as I stated the transaction is listed as XXXX XXXX rather than XXXX XXXX XXXXXXXX XXXX.

Company response to consumer: Closed with explanation