Consumer complaint received 2024-10-25 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: TX

Complaint narrative:
Chase failed to honor a promotional offer for XXXX miles that I registered with my Chase United MileagePlus Card. I've been in contact with them regarding the issue for the past two months and no resolution was reached. Here is what happend : XX/XX/XXXX, I registered for a Chase United MileagePlus credit card promotion offer for XXXX bonus miles after spending {$5000.00} during the promotional period between XX/XX/XXXX and XX/XX/XXXX. The offer specifically mentioned " All purchases made between XX/XX/XXXX and XX/XX/XXXX, will count toward your goal '', and the terms conditions further specified that " Only net purchases posted to your account with a transaction date during the offer period are eligible for this promotional offer '', which means to me as a consumer as long as the transaction falls within the promotional period the spending should qualify for the offer. The terms also mention that " allow XXXX weeks after the promotion ends on XX/XX/XXXX, for bonus miles to post to your MileagePlus account. '' One of the emails confirming my registration is attached here with full terms and conditions included in the email body. 

XX/XX/XXXX, I met the {$5000.00} spending requirements as I tracked my spending using an XXXX spreadsheet made from transaction records downloaded from Chase website. The spreadsheet is also attached here with a tally of new purchases over {$5000.00}. 

XX/XX/XXXX, I reached out to Chase Card Services via Secure Messages in Chase app to make an inquiry abou the bonus posting as it had past the XXXX timeline. The inquiry was only answered 10 days later on XX/XX/XXXX saying that the promo was offered from United Airline without providing much further information other than saying the miles would be posted once the required spend had been met. 

XX/XX/XXXX, I replied back to the XX/XX/XXXX message to request further information as at this time the XXXX deadline had been well past. I got a reply on XX/XX/XXXX from Chase that requested offer terms, and the representative named XXXX said that they " can perform a manual calculation to determine if the spend was met and contact United if needed ''. 

XX/XX/XXXX, I sent back the offer terms and my registration confirmation as requested via secure message, and requested them to do a review and coordinate with United MileagePlus to issue bonus miles. On XX/XX/XXXX, I got a reply from a different representative saying Chase had forwarded my request to United, and Chase requested me to contact United directly for any further questions. At this point I was hoping that Chase would have been in contact with United, and decided to wait for the bonus miles to post or some further communication from either side. 

XX/XX/XXXX, after XXXX weeks of waiting and no sign of XXXX bonus miles, I decided to contact United MileagePlus and was told that " although United is responsible in adding the miles but the request has to come from Chase because the promotion has something to do with the credit card spending in which we can not see in MileagePlus. I just want to clarify, this is a promotion offered by United and Chase. Once Chase sees that you have met the spending requirement, they will send a request to United to XXXX the bonus miles to your MileagePlus account. The request has to be initiated by Chase. '' XX/XX/XXXX, after contacting United I sent another secure message to Chase asking for further clarification, and at the time I realized that there were some purchases made on XX/XX/XXXX and XX/XX/XXXX that were only posted to the account into XX/XX/XXXX or XX/XX/XXXX. But those purchases would still qualify according to the offer terms specifying the purchase date or the transaction date. So I mentioned this in my message and also attached my spreadsheet for them to review futher. On XX/XX/XXXX, I finally got a response saying that " we had already forwarded your reqiuest to XXXX on XX/XX/XXXX. They replied confirming that the spend goal was not met by the alloted timeframe. Hence no miles were added. ", even though I presented the facts in my spreadsheet that the spending did exceed {$5000.00}. Note the spreadsheet is made from data pulling directly from transaction history made available on Chase website, so Chase has full visibility on all the date that I used. 

On XX/XX/XXXX, not satisfying with the explanation and also the slow speed of responses via the secure message system, I decided to call the customer service number XXXX on the back of my United MileagePlus Explorer card. I was first connected with a customer representative who could see the previous inquiries and escalations via secure messages, and he was kind enough to go over the first and last transactions trying to manually calculate the total spending. During this process he understood what I said about the post date past XX/XX/XXXX, and said he would transfer me to a superviser to see if a resolution could be reached. 

I was transfered to a second representative who claimed to be in a superviser role. After repeating my request and my suspision about the transactions on XX/XX/XXXX & XXXX not counting towards the goal, he said that Chase always use the post date instead of transaction date to determine offer qualification, which apparently contradicted with what the offer and the terms specified. I even read the sentence from the terms to him, that " Only net purchases posted to your account with a transaction date during the offer period are eligible for this promotional offer '', but he still said that only post date would count and there was nothing he could do to help. He said that he would be equally frustrated by the situation if he were in my shoes as a consumer, but there was just nothing he could do as Chase always use post date instead of transaction date. It would not result in anything even if we further escalation as he was already in a supervisor role. I hang up the phone as it was not going anywhere. 

With all has happened, as a consumer I find what Chase acted in this instance conflicts with the offer terms and conditions. The offer terms specifically mention the spending would qualify if the transaction date is within XX/XX/XXXX - XX/XX/XXXX period. Hence the offer could be deceiving in its nature as the promotion period would be shorter than the specified XX/XX/XXXX if what the Chase representative said was true, that only the post date counts. From all of my transactions you can see that it normally takes 2-3 days to post a transaction on Chase end. As a consumer, I can only control when to make a purchase, but not when the purchase will be posted.

Company response to consumer: Closed with explanation