Consumer complaint received 2021-01-04
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
Coupon for {$2000.00} cash clearly shows the terms are set at XXXX maintaining balance for 90 days. thats not disputed. 

Whats disputed is the private client banker named XXXX XXXX at the sunset branch in XXXX XXXX told me differently. He vehemently argued against me and my understanding of the coupon needing to maintain a XXXX balance for 90 days. He completely convinvced me the coupon was at XXXX balance due to the Chase changing the rules. He went on to tell me he has multiple clients that already received the XXXX payout for coupon on the balances of XXXX not XXXX. He reasoned its due to the coupon is to get new money and more people signed up for the chase private client services. 

He was very convincing but I only had his word and a coupon that read differently. So that is when I asked if he could put something in writing as i had already moved funds to another account that wasnt in my best interest and wanted to move the funds quickly over but first needed this written confirmation. During the course of our 20 minute exchange i told XXXX that he better be sure of the information he is providing me as i would hold him accountable and to honor it ifanything was different. He laughed it off and said I know what i am talking about and cited how long he has been working etc. 

Since that last phone call. XXXX has ignored repeated phone calls for two weeks straight. Finally on the third week I spoke with his female manager. Who instead of being concerned about the lack of returned calls just took information about other incidents that were not her branch. I told her the details of my exchange with XXXX and she said she would reach out to the coupon dept to see if they could do an override. She explained the coupon terms again which were not what XXXX had stated but said she would try and honor what XXXX stated by contacting the coupon dept. To this date i have never received a phone call from anyone at that branch. 

They are playing cover up. I filed a complaint with the XXXX  about the issue. The executive level office has taken over 2 months dragging their feet with this case. They transferred it to another staff with no explanation or notice provided. When I would call to find out whats going on they stated " research '' I spoke with XXXX first who was handling the case. She relieved me when she said " IF XXXX SAID Those claims THEN WE HAVE TO HONOR THE COUPON '' she advised me the executive level has FULL AUTHORITY to make exception to the coupon rules etc. I was relieved becauase I knew very well what tj told me about the coupon and convincingly so. I also knew at this point that XXXX was wrong and the reasons he was not calling me back was it would have been a very difficult conversation for him to have admitting he was completely wrong and I was right and that he is now not going to honor the coupon. 

He ducked out and whats worse is the executive level is rubber stamping this behaviour and believe his side of the story. During my call with XXXX i found out and asked if the branch calls are recorded. She told me they were not. i still had hope that they would believe me as its just reasonable to do so at this point. 

The executive level now called me today to deny the coupon but said they have some more research to do. The executive level did nothing to help me at all. They were not my advocate. I reported they didnt call me back for many many calls for two weeks when i was simply trying to sign the document and come in and move funds. Everyhting was set to go and last minute tj stopped all communication with me. 

The executive level XXXX is the assigned agent now this is the research. she calls XXXX  branch or emails XXXX  branch mentions me calling multiple times and not getting a call back. The branch states " we were with clients when he called ''. XXXX ( my advocate ) says " OH OK, well that wraps up my investigation then. 

I have offered to provide cell phone records showing the phone call i had with XXXX and the phone calls after our initial communication proving i am telling the truth. Chase executive level is not interested in this at all. 
It is disgusting XXXX employees have zero accountability. and things like this can fall down to he said she said and believing the one side who has less proof than the other Only one of us stopped returning multiple phone calls and never called me back at the end of their business day. Only one side is not calling the other side back to this very day. 

Its disgusting the exectuive level can white wash this and make me wait around for months only to deny the coupon. This executive level stated if XXXX made those claims then we MUST HONOR THE COUPON. 
This was misleading as they didnt in the end They are not doing the moral right thing here. A business deal was made over the phone with XXXX. He is lying his way out of it like I knew he would. Just because the phone calls at the branch are not recorded or monitored does not mean i should have to face the consequences of that., I moved funds based on his false information. It is clear even to XXXX that it " looks like XXXX found out differently and is avoiding the communication '' This group of people at the executive level have zero honor.

Company response to consumer: Closed with explanation