Consumer complaint received 2022-01-14
Company: JPMORGAN CHASE & CO.
State: CO
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
On XX/XX/XXXX, I applied for the Chase Freedom Unlimited Card. Upon signing up, I saw a pop up on the web page that I could receive up to a {$520.00} bonus if I had met the following : When you open a new Chase Total Checking account and set up direct deposit within 90 days, I would receive a {$220.00} bonus in my checking account. 

When you spend {$500.00} on purchases in the first 3 months from account opening, I would receive {$200.00} bonus in points. 

To get an extra {$100.00} bonus, I would need to open a Chase Total Checking account and set up a direct deposit. AND, open a Chase Freedom Unlimited credit card within the promotional timeframe. 

I did all of this as they stated. Opening the Chase Freedom Unlimited Card posed no issue, but when I continued to open the Total Checking account, their website said they needed additional information from me and I would need to contact customer service to provide such information. I tried to contact Chase phone support and I was told I must go into a branch to give the information and open a checking account. They told me there was no possible way of opening the checking account online and that I must go into a branch to open one. I did so a few days later and opened a checking account ( all within their promotional timeframe ). 

In late XXXX and XXXX, I had contacted customer service three times to check up on the status of this. The first time, I was told I would receive it within the week. The second time, I was told that they would escalate the case for me and that I would hear from someone to help me with my case soon. I did receive a call a few days later and was told that I had already received my {$220.00} Checking account bonus. I explained to her that this was not the bonus I was referring to. I was referring to the extra {$100.00} that I was promised if I opened a Chase Total Checking account and set up a direct deposit. and open a Chase Freedom Unlimited credit card within the promotional timeframe. She understood what I was talking about and said that she would reach out again soon. She never did. In early XXXX, I called again to check in on the bonus and again, they said that they would escalate it for me ( as apparently, they had closed the last case without talking to me further ). 

Today, I received a call from a Chase representative saying that I am not eligible for this promotion because I had opened my Total Checking Account in a branch instead of online. I will now reiterate that after a great attempt to do so, I was told by both the website and a customer service representative, that I must go into a branch to open a checking account. Not only was the fact that the checking account must be made online not noted in the promotional webpage, but it was also impossible for me to do so as I reached out to many people to help with making an account online. I explained that I had followed all of the steps that Chase has asked me to do, but he said that no exceptions could be made. After reiterating that I have completed all of the steps as stated, the representative rudely refused to listen, cut me off mid explanation, and repeated " no exceptions could be made. '' Even if it is the case that I had to make a checking account online to be eligible, this was a false advertisement as it would have been impossible for me to make a checking account online in the first place. At the end of the day, I know I followed Chase 's promotional requirements and did all of the steps as specifically as the promotion stated.

Company response to consumer: Closed with monetary relief