Consumer complaint received 2024-02-24 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: NJ

Complaint narrative:
On XX/XX/XXXX I signed up for a XXXX XXXX XXXX Chase credit card and was approved. There was a welcome offer for the card for {$300.00} in statement credit off your first XXXX purchase of {$300.00} or more, along with XXXX bonus points if you spend {$3000.00} within the first 3 months of opening the card. 

I booked a trip at a XXXX from XX/XX/XXXX - XX/XX/XXXX and paid for my trip using my XXXX XXXX XXXX Chase credit card on XX/XX/XXXX in the amount of {$520.00}. 

After the trip, I was tracking my credit card account to check when the welcome offer statement credit of {$300.00} would apply. I have other accounts through Chase, and from my prior experiences the welcome offers typically apply very shortly after. 

On XX/XX/XXXX at XXXX EST I contacted XXXX XXXX XXXX Chase customer service via phone to find out when I would be receiving the {$300.00} statement credit. The representative I spoke with told me it would be posted within the next few weeks. I stated that through my prior Chase experiences, typically the welcome offers apply quickly - so I wanted to make sure everything was okay especially because soon my bill would be due, and she told me not to worry everything looks good on my account and I will see the statement credit shortly. This call was 5 minutes long. 

I continued to monitor my account, and still did not see any statement credit applied. As I was getting closer to my payment due date, I contacted Chase via phone again on XX/XX/XXXX at XXXX EST to follow-up. This time, the representative I spoke with told me that my card was not eligible for the welcome offer I was inquiring about - to which I responded with the details of what I signed up for and also requested that he listen to the recorded transcript from XX/XX/XXXX where the representative confirmed the credit would be posting. He understood my concerns, and said he would submit a ticket to the marketing team requesting them to apply the {$300.00} credit to my account. He said I would hear back from Chase on the ticket via letter within a few business days. This call lasted XXXX minutes. 

On XX/XX/XXXX I received a letter from Chase stating that my account isn't eligible for the bonus offer I requested. 

On XX/XX/XXXX at XXXX EST I contacted Chase via phone to discuss the letter I had received. The first representative I spoke with was not able to help me, so I asked him to transfer me to his supervisor to resolve. I was transferred to his supervisor. When I spoke to the supervisor, I explained all of the details of what I signed up for, how I have not received my {$300.00} statement credit as promised, and referenced the prior conversations. The supervisor reviewed my account in detail, and saw that at the time I signed up for the credit card on XX/XX/XXXX the welcome offer I had stated of {$300.00} statement credit on first XXXX purchase of {$300.00} or more and XXXX bonus points if I spent {$3000.00} in the first 3 months was valid. I confirmed that I saw the XXXX bonus points offer on my account, but was just missing the {$300.00} statement credit. She stated that she believes the issue is this was sponsored by the partner 'XXXX ' and not Chase XXXX and believed this is why the Chase marketing team could not apply the {$300.00} credit. She understood my frustrations and was planning to resolve the issue. She told me me to hold on the call as she was going to add in a representative from XXXX to the line so we could resolve the issue. As I held on the line, I ended up being transferred to XXXX reservations and the Chase supervisor was no longer there. When I spoke to the XXXX reservations contact, they told me they can not do anything and all offers are handled directly through Chase. This call was XXXX minutes long. 

At this point, I waited to see if I would hear anything back from Chase since my call with them dropped when they were adding XXXX to the line. I continued to check my account to see if the supervisor was able to add the credit despite dropping from our call since she confirmed my eligibility. Unfortunately, I did not hear anything back. It seems the supervisor may have opened another case because I received another letter from Chase on XX/XX/XXXX stating again that my account isn't eligible for the bonus offer I requested. 

I'm now seeking help outside of Chase to resolve this. My bill was due on XX/XX/XXXX in which I paid the full balance on the card {$610.00} ( {$95.00} was the annual membership fee, and the balance of {$520.00} was the XXXX trip ) as I wanted to avoid any interest charges. I should not have had to pay this balance, and am requesting Chase apply the {$300.00} statement credit that I signed up and am eligible for based on my first XXXX purchase.

Company response to consumer: Closed with explanation