Consumer complaint received 2025-06-25 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:
I applied for a Southwest ( XXXX ) Rapid Rewards credit card around XXXX XXXX ( XX/XX/year> ) of this year. There was a promotion, the details of which I have attached a screenshot of, in which any new card holder would qualify for XXXX bonus points as well as a companion pass if they spent {$4000.00} within the first 3 months of their card being active. I applied for this card specifically for the companion pass perk, and so I spent the specified XXXX within the time frame and waited for the promotion to be honored. I received a notification on XX/XX/year> that a bonus of XXXX points had been credited to my XXXX XXXX Rewards account. This was not the amount of points that was promoted, however I was more concerned with the companion pass and did not think to question the amount at the time. I waited a day or XXXX after receiving the bonus points, and when the companion pass had not been added to my account I reached out to the XXXX team via their online chat. On XX/XX/year>, through this chat on the XXXX website, I explained the situation and they told me it would take up to XXXX weeks for the companion pass to post to my Rapid Rewards account and that I would receive an email when it was ready to use. I waited the XXXX weeks, watched for the email, and still received no correspondence or fulfillment of the promotion for which I applied. 

On XX/XX/year>, I once again reached out to XXXX through their online chat. This time they told me that the promotion associated with my account was a completely different one from the one I had originally applied for. They were showing that my account had a promotion in which I would receive XXXX bonus points after spending {$1000.00} within the first 3 months of my card being active. I explained to the representative that this was entirely wrong, and that someone must have made a mistake when registering my account. I didnt even have any knowledge of the promotion they were talking about and was 100 % positive I had applied for the promotion with the companion pass perk. The XXXX representative advised me to speak with Chase Bank, as the XXXX points after spending XXXX was the only promotion actively offered through XXXX itself at the time I applied and the promotion I applied for was likely offered by XXXX itself. 

I called XXXX customer service the same day ( XX/XX/year> ), and explained the situation to them. I was told they would be passing on this information to their marketing department, who handles all their promotions, and that I would receive a response in a few business days. On XX/XX/year>, I received a notice in my XXXX banking app of their response in which they stated, Unfortunately your account isnt eligible to receive [ the promotion ]. On XX/XX/year>, I sent a message to XXXX through the Secure Messages feature on the XXXX banking app. I once again explained the situation, emphasizing that I wouldnt have even applied for the credit card if not for the companion pass perk and I certainly would not have spent over {$4000.00} in such a short span of time if it wasnt a necessary condition of the promotion. I attached the screenshot of the promotion details ( the same I have attached here ), and asked them to please honor the terms of the promotion I applied for. I was told my message would be forwarded to the appropriate department and that I would receive a response soon. 

On XX/XX/year>, I received a response from a Senior service XXXX denying my request for the promotion to be honored. They stated,... it did state the offer was for new customers only, and you already had a card since XXXX, the new offer did not start until XXXX, so what you are requesting is not available I was completely unsatisfied with this response, for XXXX reasons : XXXX ) No where in the promotion does it state that it was only available for those applying for the card after XX/XX/year>. XXXX ) How would I have even been able to apply for my XXXX card through this specific promotion if it wasnt even available at the time I applied? XXXX ) With all that being said, and with the information I was given access to, I was in fact a new card member with the ability to access and apply for this promotion and therefore should have the terms under which I applied honored. I sent another message to XXXX through the mobile app, explaining this and asking them to reconsider their previous decision. 

On XX/XX/year>, I received a response from another ( but different ) Senior Service XXXX. Their response was as follows : We would like to share that offers are promotional and can change or cancel at any time. Regretfully our decision remains the same. The current offer will remain as such. We will not be able to honor your requestWe previously responded to this request. Because there is no further action required on the account, we will no longer respond to this specific inquiry unless you have new information for us to consider. I was extremely frustrated and upset by this response. They are basically saying, we don't care what you signed or what you applied for. We can change our minds whenever we want and give you any promotion we decide regardless of what your expectations are or how much extra money you now have to pay off because of our carelessness. Don't contact us again because we will not help you. I responded to this message telling them I will be filing a report with the CFPB and exploring small claims court as an option if need be. I have not received a response as of now ( XX/XX/year> ) to this message.

Company response to consumer: Closed with non-monetary relief