Earlier this year I decided to purchase a Peloton Tread and prequalified for a $7,000 no-interest Affirm loan through the Peloton website. Peloton was advertising their partnership with Chase the 10x the points for Peloton tread purchases "now through March 31, 2025." I read through the fine print to make sure I qualified and everything lined up so I put the Tread on my Chase Reserve card instead of going with the no-interest loan, with the purchase going through on my card January 27, 2023.

In February I called Chase because the points weren't showing and I started to get nervous that I hadn't received an email or anything. I was told the purchase qualified and should show up in a few weeks. Check back then, I was told.

In March I called again and was told it qualified but they had no idea why it hadn't been awarded so they escalated a ticket to get it figured out.

In April I called back and was told again it qualified and the issue had been escalated but they had no idea I hadn't received the points or a response.

Yesterday, I finally received a letter from Chase that told me I was being denied the points because "[t]he offer start date was February 1, 2023 [and] any charge prior to February, 2023 won't be eligible for 10x points, hence the charge from PELOTON*INTERA HTTPS of $3,859.52 dated January 27, 2023 is not eligible for additional points."

I called Chase immediately after receiving the letter and was told that marketing makes the decision, they have made a final decision, and they don't take phone calls or emails, and told me it's not my problem if Peloton put up the promo too early (even though the language on the Peloton site says "now until March 31, 2023."). Peloton keeps updating the fine print on their website so now it says the promo starts 4/13/23, contrary to Chase's website which now sasy 2/1/23. I contacted Peloton but they don't keep any of the prior information once they update the websites. I pointed out to Chase the date has been changed and they claim that's part of replacing old promos with new ones... except that it's not - it's the exact same promo, they just keep moving the start date forward. I explained that I had incurred interest and foregone a no-interest loan because the point value was more than what I expected in interest. I was told "yeah, that sucks."

I'm am stunned and at a complete loss as to what to do. I didn't anticipate that this being an issue so I didn't document the promo as thoroughly as I should have at the time (hindsight... but I generally had good experiences with Chase and didn't expect there was much change of being screwed over on something this big).

Anyone have some thoughts on how to deal with this? I am beyond frustrated and not sure how to handle/get around customer service telling me "not our problem and the only people who can help won't take any calls/emails from you."