Consumer complaint received 2016-09-03
Company: JPMORGAN CHASE & CO.
State: CA
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Deposits and withdrawals

Complaint:
I received a coupon in the mail from Chase for {$300.00} when opening a new account and setting up direct deposit. After consideration of friends ' positive experiences with the bank, I decided to try it. The first red flag I encountered while opening the account was when Chase blatantly refused to accept my valid drivers license, social security card, and/or valid work authorization card as proofs of identification, all because of my " XXXX. '' I should have given up then. Instead, I followed the banker 's advise of getting a " XXXX '' from the XXXX ; a document I will never have another use for except fulfilling Chase 's XXXX requirements. {$27.00} dollars and two weeks later, after receiving the only form of identification they would accept in the mail, I went back into the same branch and spoke to XXXX. While setting up the account, I told her I was a XXXX for XXXX and received my direct deposit payments from them almost on a daily basis. She said she was familiar with the company, as she had assisted other people with the same work situation. The account was opened on XXXX XXXX, and immediately I transferred my direct deposit information from XXXX XXXX to this new Chase checking account. The first deposit of {$0.00} came in the next day, on XXXX XXXX. ( The company always does this when you reroute your direct deposit. ) The rerouting finished processing and I began receiving my payments consistently starting on XXXX XXXX. ( During that time period of 8 days, I was unable to access my money which was very inconvenient. ) From then until today, I have been consistently receiving my direct deposit payments 2-5 times per week. My surprise came when, much later than 10 business days as per the agreement, on XXXX XXXX, I still had not received the {$300.00} as advertised on the coupon. On XXXX XXXX at XXXX, I called the Chase customer service line, where they assured me that I would be receiving it, but had to " wait until the coupon expired on XXXX XXXX '' for " the system to recognize it. '' This was already contrary to what the paperwork stated, but given no other choice by the customer service representative over the phone, I waited. On XXXX XXXX at XXXX, I called the Chase customer service line once again. This time, they told me that my direct deposits were not being recognized as direct deposits, and that I would have to speak to a banker in person. Frustrated at XXXX, I called the branch where I opened my account and asked for XXXX. The lady said everyone was busy at the moment. I explained the situation and frustration of being passed back and forth and being told to " keep waiting. '' She took my number and said she would call me back in 15 minutes. I called back at XXXX and received the same response. Finally, an hour later at XXXX, XXXX called me completely clueless, again I explained the situation and she took my number and said she would " open a case '' and call me back, and to " call '' her if I " had not heard '' from her by XXXX XXXX. On XXXX XXXX, after calling the branch and finding out she was not there that day, I went in and asked to speak to the manager. XXXX XXXX seemed very understanding and said she would follow through the case. Today, she called me with " not-so-good news '' saying that she spoke with corporate and they said they would be honoring the coupon and there was nothing else she could do. At this point, I have waited 2 months, spent {$27.00} dollars and approximately 5 days of work dealing with this issue, not mentioning the waiting period I will be unable to access my money if I choose to reroute my DD to my old account. I did my part, and Chase is refusing to give me the money they promised. The banker confiscated the physical copy of the coupon, but attached is the agreement I received at account opening. The branch : XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX

Company response to consumer: Closed with monetary relief