Consumer complaint received 2025-01-24 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: MO

Complaint narrative:
On XX/XX/XXXX, I noted that Chase failed to assign the correct rewards amount in my account under the terms of their " XXXX XXXX Bonus Cash Back '' offer for the quarter ending XX/XX/XXXX. At first I thought it was a simple error that Chase had only provided XXXX XXXX cash back rewards rather than XXXX XXXX. I called XX/XX/XXXX to speak with representative XXXX followed by supervisor XXXX who were unable to assist in correcting the error. XXXX declared that the charges submitted to Chase XX/XX/XXXX for my card ending in XXXX were ineligible for the promotion as they did not " post '' until XXXX to my account. I quoted to XXXX that both the Agreement and the website for the offer stated " FOR A PURCHASE TO QUALIFY FOR THE XXXX XXXX BONUS CASH BACK THE MERCHANT MUST SUBMIT CHARGES TO YOUR CARD BY THE LAST DAY OF THE RELEVANT QUARTER '' and that Chase notified me at XXXX PM in writing by email on XX/XX/XXXX they had received both charges to the card ending in XXXX from the merchant. XXXX stated if that were true they would need to be shown this and that could only be done through secure messages. I challenged XXXX to produce the Agreement or offer language backing up his position and he continued to deflect to submitting the secure messages to place the burden of proof upon me. I detailed that the secure messages which were normally my preferred means of contact by necessity had not been working. He attempted to transfer me or hung up on me shortly after that point to get their own website working with secure messages. Later I was able to submit after the call to the secure message center my first complaint referencing and attaching both emails from Chase, the offer terms from the Chase website, and the current XXXX from Chase. These documents proved incontrovertibly Chase was in receipt of the charges from the merchant to my card ending in XXXX by the last day of the relevant quarter. The merchant likewise confirms the charges were submitted by the same day as well. Additionally both the website and Agreement show what was both advertised and agreed were in congruence that the date of relevance for eligibility was for charges to be submitted to my card by the last day of the relevant quarter. Finally Chase in their own language differentiate when charges are submitted to a card by a merchant from when charges post to the card account. Nonetheless representative XXXX on XX/XX/XXXX attempted to punt the request by declaring I needed to call in to a different phone number. I did attempt to call this number multiple times and then the same day I replied and expounded upon why that number was not going to work and why at the previous number I had been instructed instead to use secure messages because the call centers at Chase allege they can not access any content in secure messages such as attachments to resolve the issue. On XX/XX/XXXX Chase representative XXXX responded that the charges were ineligible for the promotion rewards again because they did not " post '' by the last day of the calendar quarter. Furthermore XXXX claimed Chase is doing this to all of their customers which I felt was extremely alarming. I again responded with the same attachments mentioned above and notified them that I would be seeking regulatory action in order to ensure I was in good faith acting upon my civic responsibility to hold Chase accountable to its customers, against whom such violations were allegedly being precipitated uniformly when Chase fails to process charges to be then posted at a later date when that is not part of the offer or Agreement and is in fact in direct contrast to what Chase states in the Card Agreement regarding the differentiation of pending charges as submitted by the merchant to the card account and posted items as processed by Chase to the card account.

Company response to consumer: Closed with explanation