Chasing Chase EQM’s – A tutorial
 

Moderators: Most of these posts deals w/ interactions w/ UA’s Mileage Plus (Chase stopped answering) and problems of using the card on UA’s WWW site, so I suggest leaving it on the UA site, rather than shifting it to a credit card forum. The tutorial focuses on how to use it on .bomb to maximum advantage. I defer to the mods if you wish to move it to another forum.

Overview: Signed up for the Chase Platinum Class Visa Signature card to get EQM’s for 2009. It has been a battle. These lengthy posts review problems dealing w/ Chase (they don’t respond) and UA Mileage Plus (they respond slowly), and the partial resolution. Learn how to spend over $4000 on UA’s WWW site and get 202 EQM’s! Discover how Chase, as a one time exception, did what they said they would do (5K EQM’s on first use).

For those that don’t want to review the minutia of the battle, I’ll start w/ tips on maximum EQM’s (and RDM’s) and note problem areas.


Decide when you need EQM’s – the offer says you get 5,000 EQM’s on first use, but Chase frequently posts ‘em on card approval, before you get the card. This has been noted by other posters. If you want 5000 EQM’s for 2009 (as I did), don’t apply for the card until 2009.

If you can, wait for a promotion w/ 40,000 RDM’s. There are sporadic 40K RDM promotions available but if you sign up for the card using the offer on .bomb it’s just 30K RDM;s

In theory you get EQM’s (1/$) for flights ticketed on .bomb. In practice, if there’s any involvement of a UA person, there’s a good chance you won’t get the EQM;s. In my case, I was getting tickets for China March travel and wanted flights where SWU’s could clear on booking. I found flights where SWU’s could clear immediately, asked the faux 1K desk to hold the reservation so that I could use my Chase Visa to purchase it on .bomb. Now, months later, Mileage Plus says my reservations were “ticketed” by the Detroit call center, so the purchase is not eligible for EQM’s.

The only sure way to get EQM’s for using the card, and checking on routing/SWU’s, is to call, ask for help, write down flight #’s, thank the RA for their help, DON’T HOLD A RESERVATION, hang up and make the reservation on .bomb.

If EQM’s don’t appear, calls to Chase accomplish nothing – two calls early in the year in pursuit of EQM’s led to promises to have a specialist research the matter and get back to me within two weeks, but it never happened. Send an email, at least there’s a record of when you attempted to resolve the problem and UA usually will respond in a week or so.

The card has been hard to use (in terms of getting EQM’s). It may not be worth it to some. Chase would not respond and UA Mileage Plus was slow and somewhat frustrating. It may be better to pursue another reward card, but if you want EQM’s, Chase is the only game in town…

The 8 posts which follow detail, chronologically, attempts to get missing EQM’s. They start on 17 April.

First Email to Mileage Plus - 7 April 2009
 

From: bucketlist
Sent: Tuesday, April 07, 2009 5:43 PM
To: LIST, PWPostOffice
Cc: SEND CC TO YOUR EMAIL ACCOUNT, SO YOU’LL HAVE THE DETAILS!
Subject: Problem getting EQM's from Chase Visa
This email reviews difficulties getting EQM's from getting/using the Chase United MP Visa Signature card and at least documents my repeated requests (to Chase).
I signed up for this Visa card last October, so I'd have the card in time to use to buy tickets to China in Jan., which I did. I got 5K status miles last October (which I didn't need) but no status miles on first use (in January) and no status miles for UA tickets purchased on the US WWW site (several tickets were purchased in January).

Calls to UA Mileage plus (several) - Am asked to call Chase.

Calls to Chase (today and 6 weeks ago) - Am told to call UA Mileage Plus, but assured they (Chase) will research it and get back to me. The Chase reps are pleasant, but do not seem familiar w/ this promotion/card - I was told today that I got 30K RDM's (which I did, but that wasn't what I was calling about). Then phone rep. did two moderate length holds for research and finally said someone would get back to me = the same story told to me 6 weeks ago...

The credit card promotion was similar to the one sent today, cc'd at the end of this email. It notes 5K EQM on first use and 1 EQM per $ spent on UA tickets on UA's WWW site - these are the miles I'm asking about.

(I know the Chase EQM's haven't shown up yet, I keep a spreadsheet w/ my miles and it matches, exactly, the miles flown on UA this year on my account)

Any help you can be in resolving the situation would be appreciated. If the problem is Chase not sending the EQM's to UA, at least this email documents attempts to have the EQM's sent to my account.

Am not going to "jump ship" - UA has been a great way to fly. Thought you'd like to know the frustration the Chase(?)/MP(?) Visa card is causing, and perhaps be able to help, as my repeated attempts haven't done anything, so far.

The cc, below, is for a similar promotion - the only difference is Chase now offers 40K RDM's miles on first use, rather than 30K RDM's. Am not questioning the RDM's, only the missing EQM's.

SUMMARY:
I'd like the 5K EQM's for first use (Jan 2009) and the EQM's (for Jan. ticket purchases) to show up in my account.

Am reluctant to put my Visa # in an email, but as it was used to purchase multiple tickets since Jan. on UA's WWW site, it should be readily available.

Please call if any further info is needed.

Regards

bucketlist

CC'D FROM PRMOTIONAL EMAIL TODAY:
************************************************** ****************************
Dear _______,

As a loyal Mileage Plus® elite member, you are eligible to earn 40,000 bonus miles1 with a new Mileage Plus Platinum Class Visa® card. Plus, earn up to 15,000 Elite Qualifying Miles
(EQM)* your first year and 10,000 EQM each year thereafter.2


• 40,000 bonus miles after your first $250 in purchases1
• 5,000 EQM after your first purchase2
• 5,000 EQM maximum each year from purchases at united.com2
• 5,000 EQM after $35,000 in purchases each year2
• 2 miles per $1 spent on United® and Star Alliance® purchases2
• 2 miles per $1 spent on groceries, dining, gas at the pump, and home improvement purchases2
• 1 mile per $1 spent on all other purchases2

No, it has to be booked and ticketed online.

Correct. This has always been the case and is well documented. The only exception is web support.

MP Reply - theyll look into it
 

13 Apr 2009 12:11:33 -0600
XXXXXXXX450

Hello bucketlist

Thank you for your continued loyalty as a valued 1K member.

On behalf of Mileage Plus, I want to apologize for your dissatisfaction with Chase.

Your e-mail has been forwarded to our Special Services department for review and handling. You can expect a response within 7-10 business days.

Thank you for your patience.

XXXXXXX XXXXXXX

30 April - Reminder to MP
 

From: bucketlist
Sent: Thursday, April 30, 2009 11:57 AM
To: [email protected]
Cc: XXXXXXXXXXXXX
Subject: RE: Problem getting EQM's from Chase Visa (Thread:XXX008)
Ms. XXXXXX, wonder if any progress has been made towards tracking down the elusive Elite Qualifying Miles? Have heard nothing, and seen nothing on my page at UA.COM.

If it will help - some details of one inquiry made to Chase - on 2-23-2009. XXXX XXXXXX said "Please allow 4 to 6 weeks...for the first use and... Elite Qualifying Miles to post...

Thanks for any help you can be. If you can't solve this one, I understand, but please tell me that so I can try further w/ Chase. (I prefer dealing w/ UA as y'all are more responsive, in general).

Regards

bucketlist

1 May 2009 - MP replies - you got 202 EQM's, be happy
 

From: [email protected]
To: [email protected]
Subject: (Thread:XXX008)
Date: Fri, 1 May 2009 10:54:30 -0600
XXXXXXXX450

Hello XXXXXXXXX,

Thank you for your e-mail.

Our records show that on April 16, 2009 we spoke with chase regarding the bonus EQM's for your account. They have stated that the 5K sign up bonus after first use was added to your account in 2008, and therefore is not able to be added to your 2009 EQM balance. Also they have credited your account with 202 EQM miles for purchases made this year on the United.com website. Their records show that you have made United purchases of $1140.00, $1633.00, and $1,140 however they were not done on the website and so are not eligible for the bonus EQM's.

I hope you understand and will continue to use United for your future travel needs. Your business is important to us.


Regards,

XXXXXXXXXXXX

4 May - Dear MP, I'm not happy, please check more
 

From: bucketlist
Sent: Monday, May 04, 2009 9:29 AM
To: [email protected]
Cc: XXXXXXXXXXXXX
Subject: RE: (Thread:xxx008)
Thanks for the response advising Chase was not crediting me w/ EQM's for first use because they gave me a credit before then and that EQM's were not given for several large ticket purchase, as not done on UA's WWW site. This email requests reconsideration and provides discussion and documentation why EQM's requested should be posted.

First, the promotion was for 5K EQM's on FIRST USE. This occurred on Jan. 3 (or so) 2009. Please ask Chase to do what they said they would do in the promotion, give me 5K EQM's in 2009 for first use.

Second - ALL United tickets purchased this year were on UA's WWW site. I attach copies of emails from UAL confirming my reservations for trips to China and Amsterdam. I stopped using Expedia, etc., and used only UA's WWW site for trips this year, so they would qualify for EQM's (and double RDM's, which I don't think occurred either).

Summary:
As all agree that I first used the card in 2009, please give me first use credit for 2009.

As all tickets on UA were purchased on UA's WWW site, please credit my account w/ these status miles.

Please advise if anything further is needed - I shouldn't have to, but can send copies of credit card billings showing the card wasn't used until 2009. More details can be provided of China and Amsterdam tickets, but UA should have access to those details.

Please acknowledge receipt and advise how this will be handled.

Please advise what steps I have to take to avoid this problem in the future. One trivial trip qualified for the EQM promotion (202 miles!), but the big trips did not. The same procedure was used for all trips, i.e., using UA's WWW site. If there's something special I have to register for or do on the WWW site to avoid this grief, please tell me what it is. I've taken one recent trip, take another one tomorrow and another the day after that, so I don't want to have to repeat this process if there's some way to ensure EQM credit will be applied for these flights...

Thanks for any help you can be in correcting past oversights and facilitating future bookings on UA.

bucketlist

*************
FROM UA'S EMAILS ACKNOWLEDGING TRIPS TO CHINA AND AMS. - RESERVATIONS MADE ON UA'S WWW SITE:

CHINA:
Your E-Mail Confirmation from United XXXX0W‏
From: United Airlines ([email protected])
Sent: Sat 1/03/09 7:47 AM



Your United flight confirmation - New Orleans to Amsterdam‏

5 May - UA MP is checking and will respond later
 

From: Mileage Plus Service Center
To: bucketlist
Cc:
Sent: Tuesday, May 05, 2009 10:33 AM
Subject: RE: (Thread:XXXX08)

XXXXXXXX450

Hello bucketlist

Thank you for your e-mail.

Your e-mail has been forwarded to the proper department for review and handling. You can expect a response within 3-4 business days.

Thank you for your patience.


Regards,

XXXXXXXXXXXXX

13 May - MP Service Director responds - some EQM's!
 

From: [email protected]
To: bucketlist
Subject: Fw: (Thread:008)
Date: Wed, 13 May 2009 15:59:21 -0600
XXXXXXXX450 - bucketlist

Hello bucketlist

Thank you for your patience while I researched your account.

XXXXXXXXX, the 5,000 Elite Qualifying Miles were added to your 2008 bank because the miles are added to the year in which you open the account. Chase has advised us you would have been notified of this on your November 2008 summary. However, as an exception, we have moved the 5,000 Elite Qualifying Miles to your 2009 bank.

We also checked your tickets XXXXXXXXXX918 (China for $1140.18) and XXXXXXXXXX254 (Amsterdam for $1663.00). The China trip is showing the ticket was issued over the phone through our Detroit Reservation office, therefore, we are unable to add Elite Qualifying Miles for this ticket. Your trip to Amsterdam was originally booked through united.com but for some reason it would not issue the ticket for you so it was sent to a special department to have the ticket issued. Since you made an attempt to book online, Chase has authorized the credit of 1,633 Elite Qualifying Miles.

Your total EQM for 2009 is now showing 64,020 miles.

I appreciate the time you took to write and for giving me an opportunity to respond.

Regards,

XXXXXXXXXXXX
Service Director
Mileage Plus

15 May 2009 - I'm still not happy, threaten 'em w/ FT Tutorial
 

This is the last email on the subject – nothing has been heard from UA, neither an acknowledgement of the email nor a substantive response.


RE: (Thread:XXX008)‏
From: Bucketlist
Sent: Fri 5/15/09 5:28 PM
To: [email protected]
Cc: Bucketlist)
Dear Ms. XXXXXXX

Thanks for your response, and partial resolution of the matter. At least I'm able to understand UA's concerns and perhaps can resolve the matter entirely.

First, thanks for putting the 5,000 EQM's in this year rather than last year.

CHINA EQM'S
As for EQM's relating to China ticket purchase - this was denied because your records show this was ticketed by your Detroit office.

There were two tickets, not one, for Mr. & Mrs. I called the 1K line to see if SWU's could be used, but DID NOT TICKET THIS I asked the reservations agent to hold the reservation and remember mentioning that I wanted it held, not ticketed, so I could use my UA Visa on UA's WWW site. I believe I then went to the WWW site and purchased the tickets, tho it is possible that the same sort of bugs were experienced for booking China as going to AMS.

Picking a route, and dates, when SWU's may be used is a normal part of most overseas reservations. (made the entire trip on UA metal, which is surely better for UA than taking a codeshare for part of it). Calling to inquire about dates which will work, and putting a reservation on hold, should be permitted. If UA will deny credit for this much Agent involvement, then at the least, the promotional materials should be revised to show UA's position - that if there is ANY involvement of a UA reservations agent, then that ticket is not eligible for EQM's, even though booked on the WWW site and paid for w/ the credit card on the site.


If UA's position remains unchanged please confirm that.

LAST EMAIL TO UA
There will be no further communications from me to UA on the topic after your response.

TUTORIAL FOR FLYERTALK
Am preparing a tutorial for Flyertalk. More than 50 % of the 50 winning Elite Choice Teams last year are members of Flyertalk. I want others to know the difficulties of dealing w/ Chase (no response!) and UA (slow response). Folks that fly a lot and want to use the UA Visa card will know how difficult it has been to get Chase/UA to comply with the clear terms of this program and what hoops you have to jump through to get the EQM;s.

If there are any factual errors in anything I've said on this extensive exchange of email messages, please let me know, so errors can corrected now rather than after posting. As per the terms of Flyertalk, no identities of UA people will be disclosed, just positions.

If UA will prospectively honor the terms of the Chase UA credit card promotion for ALL customers, then an extended tutorial isn't necessary, I'll just post a short notice saying if you don't get the EQM's promised, keep calling and call UA 'cause Chase doesn't respond.


SUMMARY:
Please let me know if the EQM's for my China ticket(S!) will post to my account.
Please correct any errors of fact.



buckdetlist

firstly, i have never been able to purchase tickets from held itineraries where the itinerary was not build on .bomb. .bomb can only issue held itineraries built from the website. If the itinerary was on hold from a call center, they always have the message saying that this itinerary cannot be purchased on .bomb, please return to your original booking source to purchase the ticket. I hold many reservations and am very familiar with this.

Also to add on, i have found Chase's Online Secure Message center to be very useful. If you select your subject as a rewards inquiry, it gets directed to a special team in Chase that solely handles the mileage plus credit cards, in my experience, they seem to know their stuff and you should seek help from that avenue. Cos once Chase transmits the transaction to M+ for the miles to be credit, it gets done in 1 week for EQMs and 1 statement cycle for RDMs.

+1 that the secure message center is the way to go. However, the "6-8 weeks" is a bit iffy, and I've had to hound them about it to varying extent. I'm almost at the point where if the last 590 EQM or so don't post, I'm not going to bother with it.

I've had good luck with this card. Got it before I became a 1K, but was able to call them after I became 1K and got a partial rebate of the annual fee.

Generally use the secure message center; this seems to work.

Got the full monty the first year; 5k bonus, 5k for UA flights booked on .bomb, and 5k for the $30k ($35k?) spend. Been getting the latter two each year since then. (One really has to track the EQM's as the ones from Chase just sort of quietly "appear" in one's account, with no reference).

bucketlist, if you signed up for the platinum card from the united.com link, there are different T&C's (right now, anyway).

http://www.firstusa.com/cgi-bin/webc...cont&mkid=644X

Terms changed at some point to bonus at time of enrollment, not after first purchase. Also, it depends on how they define "eligible," but I suspect that it doesn't count if the transaction was initiated via a call center, as yours were.

All of my .bomb purchases eqm have posted with the card, no problems finding and buying SWU-able (both immediate and waitlists)fares on .bomb. Not sure why you had to call to get them held, not all fares are holdable, so I just purchase immediately (have monitored them for quite a while).

No eqms for taxes for a *A redemption over the phone though.

As for chase response, I have not contacted them about miles, but my enquiries via the secure system has always been replied within 24 hours, if not within 4 hours that I sent it. Not sure why yours took so long.