Consumer complaint received 2021-02-10
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:
SUMMARY I opened a checking account with XXXX under the belief I would be given a promotional bonus, which they now refuse to pay after I have opened the account and met all the terms of the promotion. I have never encountered such poor customer service from a company as I have with Chase trying to resolve this. 

-- On XX/XX/XXXX, I opened a new checking accounts with Chase because I received an offer from Chase in my Chase mobile app " Just for you '' section for a {$200.00} promotion bonus if I direct deposited {$150.00} or more within 90 days of account opening. I opened this account through the Chase app and was expecting to begin receiving direct deposits into my account in mid-XXXX XXXX from my new job. 

After receiving direct deposits ( totaling over {$5000.00} ) into my account by the end of XX/XX/XXXX, I waited for my {$200.00} promotion to be credited but did not see it for more than 10 business days after the first {$150.00} was deposited. 

On XX/XX/XXXX, I called Chase customer service to follow up. They asked me for a coupon code, which they said should have been sent to me when I opened the account, but I did not receive the coupon code they described when I opened my account in XX/XX/XXXX. When I told the representative this, they told me there is nothing they could do. 

I called again immediately after and spoke to a different representative, explaining that I did not receive any coupon code despite being offered the promotion on the app. This representative told me I needed to go to a bank branch in person to resolve this. I told them I did not feel comfortable going in person during a pandemic, and they simply reiterated there was nothing they could do. 

I called a local bank branch immediately after and again explained my situation. This representative told me that because I opened the account online and not in person at their branch, they could not help me and that I needed to call and request to talk to the Online Banking department. 

I called XXXX customer service again immediately after and asked to be connected to their Online Banking department. The representative first asked me why I was requesting to speak to Online Banking and after I explained, proceeded to tell me that there was no such department. Again, this representative said that I needed to go in person to the bank. 

I called again to speak to a different representative, and when I explained that I do not feel comfortable going in person to a bank, they suggested I sign up for a virtual meeting with a bank representative. They told me that the local branch needed to generate a new code for me for an existing user, so that they could apply it to my account. I scheduled a meeting for the next day, XX/XX/XXXX at XXXXXXXX XXXX 

Today, XX/XX/XXXX, I waited for a representative to call me as I was instructed to do so when I scheduled the meeting. No one called me, so I called the number provided and was connected with someone else at a local bank branch. I explained the situation and that I was told they needed to generate a coupon code for an existing user, and the representative told me that because more than XXXX week had passed since I opened the account, they could no longer generate the code. It is important to note that I only waited this long to call and ask about this because 1 ) I had no idea that I was missing a coupon code to begin with, and 2 ) I was waiting for my direct deposit to satisfy the offer requirements which occurred within the 90-day timeframe. Again, I was told I needed to speak to the Online Banking department. 

I called again immediately after and requested to be transferred to Online Banking this time however, Online Banking seems to exist and I talk to an online banking specialist. I explain my situation and they tell me that I've been misinformed, and that there is nothing they can do. I ask to speak to their superior, who says the best they can do is email their e-coupon department that I have no way of contacting directly. 

At this point, I have spoken to 8 representatives and have been told they can not honor the promotion that I was offered directly through the Chase app and that I have satisfied all the requirements for. I find this extremely frustrating, unethical, and would deter other potential users from opening accounts with Chase if they use these offers to bait customers and then refuse to honor them. 

I have attached the promotion, which is being offered through XX/XX/XXXX.

Company response to consumer: Closed with monetary relief