Consumer complaint received 2026-03-30 00:00:00
Product: Credit card — Store credit card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
I am submitting a formal complaint regarding the presentation of the XXXX XXXX XXXXXXXX co-branded Chase credit card during the checkout process on XXXX website. While booking a reservation under a time-sensitive early booking rate, I was presented with a credit card offer embedded directly within the checkout flow. This offer displayed my actual reservation price, applied a {$350.00} XXXX credit, and presented a reduced total cost for the stay. The positioning, timing, and framing of this offer created a clear and reasonable net impression that applying for and being approved for the card would allow me to realize that reduced price in connection with this specific transaction. Relying on that representation, I applied for the credit card and was approved. Immediately afterward, I attempted to use the new card to complete my reservation but was unable to do so. Upon contacting Chase, I was informed that the card could not be used until the physical card is received. While I was offered expedited shipping, there remains a delay of several business days. During that time, I am at risk of losing the time-sensitive booking rate or being forced to rebook at a higher price. At no point during the booking or application process was it clearly and conspicuously disclosed that : The card could not be used immediately upon approval The advertised credit would not apply to the current transaction Applying for the card could result in the loss of time-sensitive pricing The only disclosure providedthat credits may post on separate statementsdoes not address these material limitations. This creates a misleading net impression by directly associating a specific transaction price with a benefit that can not be realized within that transaction. The integration of this offer within a live checkout flow, particularly one involving time-sensitive pricing, introduces urgency that reinforces that impression. When I contacted XXXX, I was advised to either book at a higher refundable rate, use an alternate payment method and attempt to rebook later, or wait for the card and assume the risk of increased pricing. I also requested that the reservation be held for a short period until I receive the card, which was declined. As a result, I have been placed in a position where I must either forfeit the early booking rate or incur additional cost, despite having applied for the credit product based on how it was presented within the transaction flow. This raises concerns regarding a deceptive act or practice under UDAAP standards, as the material limitations of the offer were not clearly disclosed and the overall presentation is likely to mislead a reasonable consumer. I am requesting the following resolution : That XXXX honor the original early booking rate once I am able to use the newly issued credit card, or That an equivalent adjustment or credit be provided to offset the difference I also request that this matter be reviewed for compliance, particularly regarding the presentation of co-branded financial products within time-sensitive purchase flows. I expect a prompt and substantive response. Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation