Consumer complaint received 2026-05-14 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: TX

Complaint narrative:
I am filing this complaint because Chase has failed to substantively address a Chase XXXX rewards representation connected to my Chase Freedom card. XXXX. I have held my original Chase Freedom XXXX card since XX/XX/XXXX. My account benefits reflect the legacy Chase Freedom rewards structure, not Chase Freedom Unlimited or Chase Freedom XXXX. XXXX. On XX/XX/XXXX, I used my Chase Freedom card ending in XXXX to make a Chase XXXX flight purchase for {$470.00}. XXXX. The transaction posted on XX/XX/XXXX with only XXXX points, equal to 1 % cash back. XXXX. The Chase XXXX page displayed language stating that Chase Freedom cardholders earn 5 % cash back on trips booked through Chase XXXX. The page appeared in my signed-in Chase environment and referenced my Chase Freedom XXXX XXXX in XXXX. XXXX. Before contacting Chase through XXXX XXXX, I called Chase XXXX customer service. The first agent was unable to resolve the issue and escalated the call to a XXXX. XXXX. The XXXX stated that the 5 % Chase XXXX benefit applied only to Chase Freedom XXXX cardholders, and to Chase Freedom XXXX cardholders only during applicable quarterly categories. I continued asking the XXXX to address the Chase Travel page 's broader Chase Freedom XXXX and why it did not clearly distinguish my legacy Chase Freedom XXXX card from other Freedom products. The call ended without a substantive answer to that issue. XXXX. On XX/XX/XXXX, I contacted Chase through XXXX XXXX. I requested manual review, the missing XXXX points, and a written explanation addressing why the Chase XXXX 5 % representation did not apply to my Chase Freedom purchase. I attached the Chase XXXX page and the transaction details. XXXX. On XX/XX/XXXX, Chase responded that my inquiry had been forwarded to the appropriate department and that I should receive a response within XXXX business days. XXXX. After that response window passed, I followed up. XXXX. On XX/XX/XXXX, Chase responded by restating quarterly bonus category rules and saying my Freedom card does not have XXXX rewards for Chase XXXX purchases outside the XX/XX/XXXX through XX/XX/XXXX quarterly category. That response did not address the Chase XXXX representation I provided. XXXX. I then replied again and clarified that I was not asking Chase to restate quarterly bonus rules. I asked Chase to address the Chase XXXX representation and explain why any product-specific or quarter-specific limitation applied and was clearly disclosed. XXXX. On XX/XX/XXXX, Chase responded with unrelated instructions about booking travel, travel credits, changing or cancelling reservations, and calling Chase XXXX. That response did not address my rewards adjustment request, the Chase XXXX 5 % representation, or the missing XXXX points. XXXX. Chase has now had multiple opportunities by phone and Secure XXXX to address the specific Chase XXXX representation but has not provided a substantive response. The repeated nonresponsive handling required unnecessary follow-up and effort for a small rewards adjustment request.

Company response to consumer: Closed with non-monetary relief