Consumer complaint received 2024-12-10 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: GA

Complaint narrative:
On XX/XX/year>, I received an email from Chase Bank ( attached PDF " Email Offer - Last Chance Earn XXXX Free Nights '' ) inviting me to apply for the XXXX XXXX XXXXXXXX XXXX XXXX by XX/XX/year> for an elevated welcome bonus of " Earn XXXX free nights Earn XXXX free nights Earn XXXX free nights at any Category XXXX XXXXXXXX XXXX XXXX XXXX after spending {$4000.00} in the first 3 months from account opening. * These nights could be worth up to XXXX XXXX. ". 

On XX/XX/year>, I clicked the link in the email and applied for and was approved for the card same day, in accordance with the deadline in the email. I also confirm I have never had this card before, so I would be eligible for the elevated welcome offer as per the XXXX XXXX XXXX. 

However, on XX/XX/year> I noticed that the spend tracker on the Chase website said if I spent {$3000.00} in 3 months, I would earn XXXX points as my welcome offer. Confused, I called Chase on XX/XX/year> to have them verify if this was correct knowing that I applied and was approved from the link in the attached email. The agent I spoke to on XX/XX/year> told me that XXXX would fulfill the bonus points and to direct any inquiries to them. Knowing this was not true and the agent was providing wrong information, I still called XXXX and they agreed with me that Chase gave me wrong information and that the XXXX Free Night Awards should be fulfilled by Chase. 

I called Chase back on XX/XX/year> and escalated to a supervisor. The supervisor opened an inquiry on my behalf. I received a letter from Chase on XX/XX/year> ( attached XXXX  " Chase letter after calling XX/XX/year> ) asking me to send the marketing materials I received from Chase showing that I applied on an elevated limited time offer that was communicated to me from Chase directly. I sent them a copy of the offer that I have attached to this complaint. This was done through the Secure Message center on Chase 's website. 

On XX/XX/year>, I received a XXXXecure Message telling me that " Upon review, the offers may vary from the time the application is submitted to the date the account is approved. '' ( attached PDF " Chase XXXX Offers Vary Based on Approval Date Not Application '' ). 

Receiving this, I was confused because the agents I talked to over the phone confirmed I submitted my application and was approved on XX/XX/year> - within the terms of the elevated offer Chase sent to me via email. Given that this is now false advertising with wrong responses and not honoring terms I applied for, I sent a note asking them to review XXXX more time prior to escalation to CFPB ( attached XXXX  " Response Back to Chase XXXX '' ). 

I then received XXXX emails on XXXX, with XXXX saying " Because there is no further action required on the account, we will no longer respond to this specific inquiry unless you have new information for us to consider. '' and the other saying " You should receive a response within XXXX business days. '' ( attached PDF " Chase XXXX No Further Responses Confusion '' ). 

Because of this confusion and apparent lack of email servicing standards or Customer Service oversight at Chase, I called the number on the back of my card on XXXX and explained to the supervisor all of this. I was given an escalation ID XXXX and was assured that it would be looked at. 

On XXXX, I received a final email from Chase stating " The new offer you are requesting is not available for a richer offer or to change the offer, so the original offer will remain. We understand this is not the outcome you had hoped for, thank you for sharing your experience. '' ( attached XXXX  " Final Denial from Chase XXXX '' ). 

I had made good faith to work with the servicing team that Chase gives the on public multiple occasions- and now I'm filing a CFPB claim as they have engaged in bait and switch tactics by sending me an offer to apply for a Credit Card and refusing to honor the elevated offer despite me applying through the link I received via email from Chase and being approved same day despite the original rejection saying that offers are based on when you are approved versus when you apply. 

When I responded to Chase to call them out on their wrong information, they instead respond saying it's not possible to honor the offer I applied for without any valid justification as to why. 

I want to share this story as a warning to those receiving elevated offer emails from Chase Bank, take a video screen recording of the links you click through, the landing page it takes you to confirming the offer, and submission of the application. That was the only thing I didn't do because I trusted Chase would honor the offer, or at least make it right when presented with tangible evidence that I applied through an elevated offer link. 

Please see attachments as it is my belief that Chase is violating multiple marketing and financial product laws through these correspondences, especially since my application was through an email link that was sent to me as a marketing communication and the reason I got the card when I did was for the elevated offer.

Company response to consumer: Closed with explanation