Consumer complaint received 2025-11-11 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:
Credit Card XXXX XXXX XXXX XXXX Chase Bank USA, N.A. ) XXXX. What happened? 

On XX/XX/XXXX, I received a targeted promotional email from Chase titled Introducing Points Boost on Chase XXXX. The offer stated : On top of your {$50.00} hotel credit, cardmembers who joined within the last year can now enjoy a one-time {$50.00} credit toward any purchase on Chase Travel XXXX To redeem, book your itinerary through Chase Travel by XX/XX/XXXX. 

The offer clearly stated that the {$50.00} credit could be applied toward any Chase Travel purchase, with no exclusions for hotels, flights, or other types of bookings. 

On XX/XX/XXXX, I booked a XXXX flight from XXXX to XXXX for {$88.00} through Chase XXXX  using my Chase Sapphire Preferred card. I met all eligibility requirements as a cardmember within the past year and made the qualifying purchase through the specified platform. The terms and conditions of the targeted email did not specify how the {$50.00} travel credit would be applied, although it was implied to function in the same manner as the existing {$50.00} hotel crediti.e., as a statement credit after a qualifying purchase. When I booked my flight on XX/XX/XXXX, there was no visible option in the Chase XXXX app to apply or activate a promotion. If such an option was intended, it was not disclosed in the offer or visible at checkout, suggesting either a design flaw or missing instructions. 

Despite multiple calls and secure messages with Chase support over a period of more than XXXX months, I never received the promised {$50.00} statement credit. 

XXXX. What company is your complaint about? 

Company Name : JPMorgan Chase Bank , N.A . 

Product : Credit card or prepaid card Sub-product : General-purpose credit card ( Chase Sapphire XXXX ) XXXX. What type of problem are you having? 

Advertising, marketing or promotional offer Rewards or promotional bonus not applied as promised XXXX. When did this happen? 

Date of offer received : XX/XX/XXXX Qualifying transaction date : XX/XX/XXXX XXXX attempted resolution date : XX/XX/XXXX XXXX. What did the company say or do? 

Multiple Chase customer service representatives ( on XX/XX/XXXX and XX/XX/XXXX ) confirmed that I qualified for the targeted promotion and that the {$50.00} statement credit would post within XXXX to XXXX billing cycles. 

After waiting XXXX full billing cycles, I called again on XX/XX/XXXX, and was told the case would be escalated since I was confirmed to have fulfilled the offer terms and should have seen the credit hit my statement already. 

On XX/XX/XXXX, I called again since I had not heard back from my XXXX complaint/call, then I submitted screenshots of the promotional email as proof. 

Chase repeatedly confused this targeted travel credit with the separate {$50.00} XXXX XXXX XXXX benefit, even after clarification. 

I received form responses incorrectly denying the claim, despite meeting all stated terms. 

I have spent over XXXX months attempting to resolve this through Chases normal and escalation channels, including multiple XXXX phone calls and written follow-ups.

Company response to consumer: Closed with monetary relief