Consumer complaint received 2025-08-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
I have a credit card with Chase that comes with various cash back offers. On or about XX/XX/year> or XX/XX/year>, I added an offer to my credit card account through the Chase app to make a purchase from the online market place XXXX. The offer was for 10 % cash back up to {$50.00} on a single purchase from XXXX when paid for using my Chase credit card. There was a specific purchase I had in mind from XXXX that was very expensive and would make me eligible to receive the full {$50.00} cash back offer. The offer was valid until the end of XXXX ( on or about XX/XX/year> but could be as late as XX/XX/year> ). Regardless of the specific date, I knew that I had more than a month to take advantage of the cash back offer. 

On XX/XX/year>, I decided that I was ready to make the purchase from XXXX. Before executing the purchase, I went to my account is the Chase app to double check that I had indeed added the offer to my credit card account. The offer was there in the app in the list of offers that had been added to my credit card. I then went to my XXXX account profile and added the information for my Chase credit card to make sure that it would be used to complete the purchase because I don't ordinarily use this particular credit card for purchases on XXXX. I then completed the purchase in the XXXX app for the item. The total of the purchase was {$510.00}. On Wednesday, XX/XX/year>, I go to check my credit card account to see if I had received the {$50.00} credit yet, even though I knew that it could take up to XXXX for the cash back offer to be applied to my account but it often happens sooner ( at least that has been my experience when taking advantage of cash back offers in the past ). The credit was not there but I decided to double check the XXXX offer attached to my account to make sure that I didn't miss any of the terms and conditions of the offer. I go to the offer section and the XXXX offer was no longer attached to my credit card or anywhere in the Chase app as it is linked to my profile. I then check the list of redeemed offers and it was not listed there either. I check all of the available offers and it had been removed as though it had never been there or existed. 

At XXXX XXXX on XX/XX/year>, I make a call to Chase customer service at the phone number on the back of my credit card ( XXXX ) and explained the above situation to the customer service representative. The representative says that there is no record of a 10 % cash back offer from XXXX being added to my account. He said that since there is no record of such an offer being added to my account that there was nothing he could do. He didn't have the authority to credit me {$50.00}. I ask to speak to a supervisor who might be able to help me and he transfers me to a supervisor. I explained the situation to the supervisor and she pulls up my account and again tells me that there was no record of the XXXX offer being added to my account so there wouldn't be anything that she could do. She says that she is looking at her personal Chase account and says that she sees that the XXXX offer does exist and it is in her list of offers. I insist to her that the offer had been added to my account and disappeared after I made the purchased and was even removed from my list of available offers. How else would I know about the offer if it had never been offered to me in the Chase app. She then suggested that I may have been mistaken. I tell her that I am 100 % sure that I had the offer added to my account. She asked me if I had taken a screen capture of the offer after I added to my account. I told her that I didn't know I needed to and that there was a reasonable expectation that Chase would honor the offer. She then tells me again that there is nothing she can do and if there wasn't anything else she could help me with, she wished me a nice day, thanked me for being a Chase customer and ended the call.

Company response to consumer: Closed with explanation