Consumer complaint received 2026-04-27 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: IL

Complaint narrative:
Hello, I submitted a previous claim that Chase has now refused to help with. Ive been working on this for about a month now. Simply put, I saw an offer for $ XXXX fee on their Chase Pay Over Time program. I made a purchase, and the offer is now gone. This went to their executive team ( XXXX ), where I waited about 10 days for a response, which was simply no compensation or help in any way. Chase escalation number : XXXX I have a recorded phone call from a Chase supervisor stating their executive team is incapable of reinstating this offer ( please see screenshot ). XXXX claims they listened to the call as well, and disagrees with what Im claiming. However, I have the transcript. Its a fraudulent statement. If no one at Chase, including the executive team, is capable of reinstating the offer, why did it take so long to hear a response? I have faced countless incompetent associates from Chase that provide irrelevant answers to my inquiry ( It should be $ XXXX receives a response of, Not all purchase are Pay Over Time eligible, which isnt what I asked ). At one point, XXXX advised I just wait in case the offer just comes back. What? Original complaint : On my Prime Visa card, I was shown within the Chase app that my first purchase using the Pay Over Time program would qualify for a $ 0 monthly fee up to 24 months, depending on the purchase amount. Based on this offer, I completed a purchase of {$3400.00} to XXXX. The item arrived with some quality uncertainties, which prompted me to avoid immediately enrolling this transaction in Pay Over Time. During my return period, I consistently checked the Pay Over Time options on this transaction specifically to ensure there would not be any issues if I decided to keep the item. The last time I remember seeing the $ 0 monthly fee was Tuesday of this week. Now that the items return policy has expired, I went to enroll it in Chase Pay Over Time. Suddenly, the monthly fee is now {$35.00} ( {$850.00} over 24 months ). I have spoken with six different Chase customer service associates including 2 supervisors, all of which tell me they do not see an offer on my account and there is nothing they can do. The last associate I spoke with who was one of the supervisors said no one in Chase could honor this offer, including the CEO ( yes, I am serious ). I have this call recorded, and the employee was aware of this. One solution I proposed was to enroll the transaction in Chase Pay Over Time and deduct {$850.00} from the total to make up for this difference, which I was denied. We have submitted an escalation to Chases marketing team allegedly, despite me stating I have never heard back any time I have needed to submit an escalation with Chase. So, the CEO cant fix this, but a marketing associate can? A different supervisor said the Terms and Conditions of the offer say I might no longer qualify for the {$0.00} fee. I asked to see these terms, which they told me were on Chases Pay Over Time webpage. I informed the supervisor I was on the page as we were speaking, and the terms they are describing are not shown. The supervisor then told me, No, you can not see those terms. So how on earth would I know what could have changed? I told the supervisor that is clearly fraudulent, and I was just told, I understand your frustration. So, bottom line : I made a purchase dependent on an offer Chase provided. I fulfilled the requirements of this offer. I went to utilize the offer, which no longer exists after the item is ineligible for return, costing me 24.6 % of the purchase amount over 24 months. I am unable to view the offers terms, as told by a Chase customer service supervisor. No Chase associates have been able to assist, and I was explicitly told by a different supervisor that not even the CEO, XXXX XXXX, has the ability to honor this. I am explicitly requesting assistance from Chase to honor the $ 0 monthly fee I was offered, which prompted my purchase of {$3400.00}. These communications occurred XX/XX/year> and XX/XX/year>. I have also sent a written message to Chase via their online portal ( which goes to the same customer service team that says they cant assist ).

Company response to consumer: Closed with explanation