Consumer complaint received 2026-01-14 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: NY

Complaint narrative:
XX/XX/XXXX I logged into my Chase Sapphire Reserve ( XXXX ) account to take advantage of the new benefits XXXX offered their customers. They advertised a {$250.00} credit ( bi-annually ) when booking a hotel from the XXXX XXXX for 2 consecutive nights + {$100.00} property credit. I followed the links they provided to book the hotel and paid in full. 

XX/XX/XXXX I contacted Chase to inquire about why my credit had not been applied to by statement ( when the other credit - XXXX XXXX- had applied ). The rep I spoke with said the credit was active and should appear on the next billing cycle an that it normally takes up to XXXX weeks for it to show up. 

XX/XX/XXXX I show up at the hotel and asked about the benefit of the {$100.00} property credit and they said they do not have any contracts with Chase, only XXXX. So I called Chase as soon as I got into my room. 

The hotel was booked via Chase XXXX, so when I called, I was routed to Chase XXXX. The rep I spoke with said that even though I followed the links that Chase provides on their site that lead you to believe you are only looking at XXXX XXXX hotels, they actually show you ALL hotels offered via Chase XXXX and you are supposed to scroll through them and see which ones are XXXX XXXX I said that makes no sense and that no reasonable person would arrive at that conclusion when the links indicate that you are exploring the XXXX XXXX XXXX benefit. Not ALL hotels. 

He then transferred me to another Chase rep and I had to relay the entire story all over again. They said they couldn't do anything and asked if I wanted to speak with a supervisor. I then had to relay the story all over again for a 3rd time. They said they were filing my complaint and that while they couldn't promise I would be credited or reimbursed, they understood what I was talking about. She said I would receive an answer within 7 business days. 

XX/XX/XXXX I had not received any kind of response whatsoever. So I logged onto the Chase site again and this time typed everything up ( so I wouldn't have to repeat it again verbally ) an submitted my question via the Secure Messages center asking when I would be getting information about my complaint. In addition to providing all of the details again, I attached a word document with screenshots of the site from that day showing how the marketing they were doing for the XXXX XXXX  credit was deceptive. 

I again asked for them to make the issue right and reimburse/credit me for at minimum the {$250.00} amount, but further explained that I also lost out on the {$100.00} property credit and therefore had to pay out of pocket for breakfast. Additionally explaining that due to the way they booked the hotel - I was then unable to even receive my XXXX points that I should have been able to receive had they booked properly. 

The day I submitted the secure message I received an auto-generated response confirming they received it and that I would receive a response within 2 business days. 

XX/XX/XXXX I received a response via the chase secure message center saying that I had to access my account via the mobile app or Chase XXXX for the status of my complaint. There were zero instructions provided on how to do this. So I had to search around until I found something about complaints buried in the app. It said I did not have a complaint on file. 

XX/XX/XXXX I sent a response to their message saying that I checked the dispute tracker and it indicated that I did not have a complaint on file. I stated that this was my 3rd time reaching out and no one had addressed the complaint that I called in and was told was logged on XX/XX/XXXX. 

XX/XX/XXXX I received a response via the chase secure message center stating " Because certain requests can't be completed by email, please contact us in one of the following ways '' and gave instructions to file via the app, mail it in or fax it in. 

XX/XX/XXXX I sent a response to their message saying it was clear that no one is actually reading any of what I wrote in my previous messages. I summarized what I had written in my message from XX/XX/XXXX and asked why are they telling me I emailed something when I never did and why they don't have my complaint on file when I called it in on XX/XX/XXXX and was assured then that I would receive a response in 7 business days - which never happened and that's why I messaged on XX/XX/XXXX. Reiterating the fact that I had been a Chase customer for more than 10 years and a Chase Sapphire Reserve card holder for 9+ years without any previous issues. 

The same day I sent the message I received another auto-generated response stating that I would hear back within 2 business days. 

XX/XX/XXXX I received a message stating the following : " Certain inquiries must be handled by specialized teams. This helps us provide you with customized solutions and better service. XXXX, I appreciate the information provided. I forwarded your message to the appropriate department for review. You should receive a response once your request has been completed. We value your relationship with us and are working to resolve this quickly. '' XX/XX/XXXX I had not received any response and messaged them again stating that it was now a full month since I called on XX/XX/XXXX to file my complaint regarding their deceptive marketing and I have yet to hear anything further. Zero resolution. 

The same day I sent the message I received another auto-generated response stating that I would hear back within 2 business days. 

XX/XX/XXXX I have checked the secure message center again today and still no response or update. 

It has now been over a month - there is no resolution and they are not providing any updates or information. The last I heard was the message from the XXXX which only said a specialized area would handle and get back to me quickly. 

To say I am frustrated is BEYOND an understatement. I have done everything I possibly can on my end to get this resolved and still nothing. I am a victim of their deception and they have done nothing to provide assistance. Additionally, they have not done anything to update or make it clear to their customers that when you click on a link to explore the XXXX  XXXX benefit, that you are looking at ALL hotels - not just the XXXX XXXX ones. 

In doing further research online I have found that there are many XXXX cardholders who are also experiencing issues with Chase 's deceptive marketing of these new benefits they added this year. So this isn't an isolated issue.

Company response to consumer: Closed with non-monetary relief