Consumer complaint received 2025-02-12 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Confusing or misleading advertising about the credit card
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
Dear CFPB, I am writing to formally lodge a complaint against JPMorgan Chase regarding the handling of my Chase XXXXXXXX  Credit Card account and the associated XXXX free award offer with XXXX. 

I opened the Chase XXXX Credit Card in XX/XX/XXXX, with the understanding that I would receive a XXXX free award upon spending {$4000.00} or more within three months. I met the initial spending requirement in the first two months of account opening. However, I made some returns, with the last refund appearing in my statement on XX/XX/XXXX, which temporarily brought my total spending below {$4000.00}. 

Concerned about this potential impact, I contacted Chase multiple times to confirm my reward eligibility. Each representative I spoke with assured me that I had already qualified for the reward and that the refund would not affect my eligibility. They clearly stated that what mattered was my initial spending and that the refund would not be deducted from the threshold. Additionally, I explicitly asked multiple times during the calls whether I needed to make any additional purchases to qualify, and I was assured each time that no further action was necessary. Below are the relevant calls : XX/XX/XXXX XXXXXXXX XXXX  ( XXXX minutes ) XX/XX/XXXXXXXX XXXX XXXX ( XXXX minutes ) XX/XX/XXXXXXXX XXXX XXXX  ( XXXX minutes ) XX/XX/XXXX XXXXXXXX XXXX  ( XXXX minutes ) During each of these conversations, I was reassured that I was eligible for the reward and that no additional purchases were needed. On XX/XX/XXXX, after my first call, I made a second call that same night to reconfirm this information, and I was again told the same thing. Since the last refund was reflected in my statement on XX/XX/XXXX, there was no reason for me to doubt the representatives ' repeated assurances. 

However, when I called Chase on XX/XX/XXXX, I was informed that I was no longer eligible for the reward because my total spending was only XXXX XXXXXXXX due to the refund. Despite my explanation of prior assurances, I was told I was ineligible, and a case escalation was filed. 

After receiving no update for two weeks, I called Chase again on XX/XX/XXXX, only to learn that my escalation had been denied on XX/XX/XXXX, without any communication to me. The representative informed me that the escalation team had reviewed the phone call recordings but still concluded that no incorrect information had been provided. This decision is unacceptable, as it directly contradicts the numerous assurances I received from Chase representatives that the refund would not count against my spending and that I had already qualified for the reward. 

The lack of clear communication and consistent misinformation has caused significant frustration. Had I been correctly informed of the refunds impact or the need to make additional purchases, I would have adjusted my spending accordingly to meet the threshold. 

I respectfully request that the CFPB investigate this matter and work to resolve it with JPMorgan Chase. I firmly believe I am entitled to the XXXX free award. 

Thank you for your attention to this matter. I look forward to a prompt resolution.

Company response to consumer: Closed with explanation