Consumer complaint received 2025-02-24 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: CA

Complaint narrative:
I signed up for the Chase Freedom Unlimited Credit Card in XXXX, 2024. I was interested in the card because my friend told me that they gave him a really high credit limit ( that I could use to buy groceries and keep my credit limit under 30 %, while keeping the rest of my funds in a High Yield Savings Account ). My friend who already had the card sent me his referral code. This is the code : https : XXXX ( I also attached a screenshot ). It stated that I could get {$200.00} for spending {$500.00} within the first three months, +1.5 % cashback on everything, and 0 % APR for 15 months. Chase gave me the latter two but had no information on their mobile app or their website to indicate that I got the +1.5 % or the {$200.00} for spending {$500.00}. I've contacted them before to ensure that I got +1.5 %, and despite it not being reflected in my account, they said that I did, and I can tell by the reward payouts, I am getting the +1.5 %. The app clearly states I have 0 % APR ( although there is no date when it ends which seems very dubious ). I figured given their lack of ability to communicate the +1.5 % in the app and website, it must be a rare promotional benefit and the {$200.00} for {$500.00} is probably the same. Since the offer was about spending that money within the first 3 months ( even though I had to pay a school parking pass that cost {$480.00} within the first month ), I figured I would wait until the end of the three months to see whether they pay it. By the end of 3 months, they hadn't paid it ; but I assumed since Chase is a major bank and I haven't had these problems with XXXX, XXXX, or XXXX ( all of which handled similar issues same day ), that it's probably just taking them a while to send the money in. I waited until XXXX ( basically 4 and a half months ) before calling them and asking if they would honor the promotion. The man on the phone ( who was very kind but might've been outsourced ) told me that my account does not show the {$200.00} for {$500.00} offer but only the +1.5 % and 0 % APR. I explained the situation and he agreed to escalate. I vaguely remember getting an email in early XXXX basically saying the same thing he did over the phone, so I took it to their email service. I'll screenshot and attach all of the emails below with their corresponding dates.

The long story short is this, they're clearly not paid to be helpful and they're reading off a script. They're repeating the same thing to me about not being able to update my account to a richer offer and ( what seems to be intentionally ) not understanding that the {$200.00} for {$500.00} was an offer given to me. I asked them to verify my claims on their end but they keep giving me the scripted answer and refusing to pay their dues ( which seems incredibly inconsistent with their company message of transparent banking ). Not to mention, they never said I had 0 % APR, but the app says that I do and I haven't been getting charged. So does their end not include the full offer benefits or are they just making up the terms? There seems to be a lack of communication internally as well, again leading me to my conclusion that the customer support I'm speaking to is outsourced.

Lastly and perhaps most surprisingly, they said they would no longer answer to my inquiry. Beyond being unhelpful, it seems like XXXX is accusing me of lying too.

If any other information is needed, please let me know, I'll try to get back ASAP. Thank you for your help!

Company response to consumer: Closed with explanation