Consumer complaint received 2026-01-06 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: IL

Complaint narrative:
On or about XX/XX/year> I placed a single consolidated order for PC components on XXXX totaling approx. {$6400.00}, using my XXXX XXXX credit card ( issued by Chase ) after being offered a 0 % APR for 12 months Equal Pay promotion at checkout. The entire purchase was made in one cart, one checkout session, with the promotion applied. 

After checkout, XXXX system split the order into two transactions without my request. One portion ( {$4100.00} ) was approved under the 0 % APR plan ; the second portion ( {$2300.00} ) was declined due to system issues. I immediately contacted XXXX, and an XXXX representative reprocessed the declined portion and explicitly assured me the original 0 % APR promotional financing would still apply to both portions of the now split order or transaction ( I have screenshots from XXXX XXXX support confirming this ). 

Relying on that assurance, I approved the reprocessed transaction and completed the build of a ~ {$7000.00} workstation PC that I rely on for work. When my Chase statement arrived, the reprocessed transaction was not under the 0 % APR plan and began accruing interest. 

I spent weeks contacting both XXXX and Chase in attempts to resolve this ( Including but not limited to XX/XX/year>, XX/XX/year>, XX/XX/year>, XX/XX/year>, XX/XX/year>, XX/XX/year>, XX/XX/year>, XX/XX/year>, XX/XX/year>, XX/XX/year> ). I attempted to resolve this at the a Chat Support escalation level along with multiple supervisor escalations at both companies. Honestly, I received a different story, excuse, or deflection each time ( sometimes even conflicting statements in the same call - Can go into detail later if needed ). XXXX claims Chase can not migrate the transaction to a payment plan ; Chase claims XXXX controls the promotion. XXXXXXXX XXXX proposed resolution was that I disassemble and return the fully built PC and reorder it an unreasonable and impractical solution. XXXX ultimately issued a {$100.00} gift card but refused to correct the financing or credit the affected amount. I advised the offer was offensive and that at that time I did not want their gift card, I want to issue resolved properly, not hush money. I advised I am the customer, not the partners in the promotion and that they needed to call each other to get this issue resolved instead of making me play middle man and messenger.

Eventually I found some executive, legal team, and other higher up emails for XXXX and Chase. I sent out a very lengthy and detailed email along with documentation supporting my complaint ( Can forward all at your request ). In the email I was very clear, I was demanding : 1. ) they retroactively apply to 0 % APR, 2. ) if they were physically or technologically not capable of doing that then I would like then to credit my XXXX account or provide a gift card in the total amount of the portion which is incurring interest. Or 3. ) I would seek legal action and file complaints with various entities. 

I would soon receive multiple calls and emails from XXXX and Chase Executive teams advising me that they received my email and that I should not worry as they were going to get the issue resolved. That I didn't need to do anything but wait, they would take care of it.

After multiple follow up contacts from both companies, XXXX eventually called to advise me that Chase would not be able to fix the transaction. They did not explain why or offer any other recourse. I insisted to XXXX that if Chase can not retroactively apply 0 % APR then it must be an error on XXXX XXXX side and that I would expect XXXX to make this right. XXXX still insisted there was nothing they could do and that Chase may call me to explain why Chase can not resolve the issue. To date I have not had a closing call from Chase, no email, no letters regarding the outcome. 

This appears to be a case of misrepresentation and detrimental reliance, as I would not have approved the reprocessed charge absent XXXX  assurance that the 0 % APR terms would apply.

I am not sure if this information is pertinent or not but. This whole experience has affected me emotionally and mentally. I am 1099 self-employed, my industry has been slow as of late and the economy is not great either. Therefore I need to be financially conscious until my industry picks back up. The added stress of finances and incurring interest is only adding on top of the aforementioned experience which is adding more distress.

Please let me know if you need any more information, documentation, or have questions. Or if there is anything else I can do?

Email is best form of contact but can call if needed.

Thank you in advance

Company response to consumer: Closed with monetary relief