Consumer complaint received 2025-11-14 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: DC

Complaint narrative:
Summary of Complaint : Chase and XXXX have an ongoing pattern of service failures and billing issues that have made it extraordinarily difficult to receive accurate deliveries, timely refunds, or proper dispute processing. XXXX repeatedly mishandles orders, and Chase provides no meaningful support or notification systems to allow customers to address fraud-like errors promptly. I am requesting CFPB intervention and the creation of a dedicated Chase/Instacart liaison to handle these recurring problems. 

Detailed Complaint : I am a Chase customer who pays {$790.00} annually for a Chase premium credit card specifically marketed as offering benefits through Chases affiliated partners, including XXXX. These benefits have become effectively illusory due to the volume of errors and the burdens placed on the consumer. 

I have experienced numerous issues with XXXX, including : 1- Receiving mens underwear and undershirts from XXXX when I ordered eye dropsthe most extreme example to date. 

2-Repeated deliveries left at the front of my building or with the doorman despite instructions clearly stating delivery must be made to my apartment door ( XXXX of XXXX  own selectable options ). 

3-Dented or damaged products, including a dented yogurt container, which XXXX still has not refunded. 

4-Frequent order cancellations followed by contradictory messages claiming the order is out for delivery. 

XXXX now requires me to file paperwork and submit appeals simply to receive refunds for their own mistakes. I have so many unresolved issues that XXXX appears to have flagged my account and will no longer process standard refundseven when the errors are as blatant as delivering underwear instead of eye drops. 

I have contacted XXXX CEO, XXXX XXXX, multiple times with no response. Their customer service representative, XXXX, also fails to respond to messages. 
Issues with Chase : Chase provides no email notifications when a pending charge posts. I can not dispute a transaction until it posts, and without notifications, I am unable to take timely actionunlike XXXX, which provides clear alerts. 

Chase aggressively markets partner benefits but offers no support or oversight when those partners repeatedly fail consumers. 

Chase positions its premium card benefits as an enhancement, but the lack of accountability from its partners effectively turns dispute management into a part-time job for the consumer. 

Systemic Concern : Chase partners with numerous companies to justify its high annual fee, but when a partner fails repeatedly, consumers are left without any channel for resolution. There is no liaison, escalation point, or coordinated oversight. Chase profitably markets these partnerships but provides no infrastructure to address partner failures, leaving customers financially exposed. 

Impact : The lack of oversight between Chase and XXXX has created financial exposure, excessive administrative burden, and significant loss of time. Chases premium benefits structure requires a level of consumer effort that is unreasonable and unsustainable. A credit card should not require this level of ongoing troubleshooting to receive basic services or refunds for partner errors.

Company response to consumer: Closed with monetary relief