09-25-2018
02:27 PM
I did not receive the promotional 40,000 point I applied for and waited... for months because I just didn't think of it. When it became apparent that nothing was happening I first I emailed Southwest 2 days ago. They replied via email "Thank you for contacting us regarding your bonus earned through your Rapid Rewards Credit Card from Chase. We contacted Chase on your behalf, and we were advised that the promotion you received offered 10,000 bonus points and $200 credit on your monthly Visa account statement. According to our records, 10,000 points posted to your member account on March 2. We apologize for any disappointment this may cause you. For additional questions or concerns regarding your promotional offer, please contact Chase directly at 1-800-792-0001. We truly value your patronage of Southwest Airlines and your participation in our Rapid Rewards program. We look forward to our next opportunity to welcome you onboard! Sincerely, Erica Lopez, Southwest Airlines The file reference number for your email is 2263930603567." So I called Chase today because well... yes I am disappointed. I spoke to a lady in their call center - I couldn't understand what they were saying not because the accent, but because it wasn't making any sense. They said if I wanted the 40k bonus point offer I would have had to call back within the 90 day period of signing up for the card to ask them to switch it to a promotional offer. Basically she said too bad its been past the time we could help you. I asked to be transfered to a supervisor and spoke with Priscilla in the Supervisor division at chase about this. I asked whether this is commonplace and she agreed this happens (why???!?) and when I asked why she said she wasn't sure but sometimes an online link get attached to a different promotion (I have 5 Chase cards and have only issues with this ones points). I was certain the offer I signed up for and kept asking why I wasn't receiving my points even after meeting and exceeding the requirements of $1000 spending in 3 months which they agreed was the offer at the time. I spent nearly $5000 in 3 months and only received the Welcome Bonus points of 10,000 on our very first statement... no points from promotions posted after that and we've had the card for 8 months now. The supervisor noted my account and said she would forward it to a "backend team" who would "research it" and she noted to appply 30k point difference onto my account and remove the $200 credit (which I assume would mean I would owe $200). She said that Chase would call and confirm the outcome in the next few days. When asked for a reference number for the call she said the date is the reference and everything is noted. When asked for an employee number she did not have one. Not sure if this is normal, but seems out of the norm from a customer service point-of-view. I will update when I find out what happens next. If it isn't resolved I will cancel my card and submit a formal complait against consumer abuse with the ftc.gov IMAGES attached show southest website RR points and the 1st statement from Chase
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