Consumer complaint received 2020-04-01
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:
I opened a new Chase Total Checking account on XX/XX/2020 at my local Chase branch ( XXXX XXXX  XXXX XXXX, XXXX XXXX, CAXXXX, which I will here on refer to as the " XXXX XXXX branch '' ) to take advantage of a {$200.00} new account bonus being offered to XXXX XXXX   opening a new Chase Total Checking account. 

I learned of the offer through XXXX XXXX XXXX  XXXX sign-up webpage. The URL is : XXXX. I have copy and pasted the offer as it can be seen at XXXX as of today, XX/XX/2020 ( scroll down to roughly the middle of the webpage ) : " Weve collaborated with Chase to bring XXXX Instant Cash Out to the XXXX XXXX XXXX app. Connect a Chase checking account to get your money in moments with no Instant Cash Out fees, or use another bank for a small {$0.00} fee per transaction. 

New Chase checking customers, Chase is offering {$200.00} to XXXX XXXX  who open a new Chase Total Checking account1with qualifying activities.2 '' The terms and conditions for the offer, which are at the bottom of the XXXX webpage, I have also copy and pasted below : " Bonus/Account Information : Offer not available to existing Chase checking customers, or those whose accounts have been closed within 90 days or closed with a negative balance. 

To receive the bonus : 1 ) Open a new Chase Total Checking account, which is subject to approval ; AND 2 ) Cash out your XXXX  delivery earnings one time through the XXXX  for XXXX  app using your new Chase Total Checking Account within 90 days of account opening. Cash out your delivery earnings as many times as you would like, up to {$500.00} per day. After you have completed all the above requirements, well deposit the bonus in your new account within 10 business days. You can receive only one new checking account related bonus every two years from the last enrollment date and only one bonus per account. '' I have also attached screenshots from the webpage showing the offer and the terms and conditions. 

The banker who helped me open the new Chase checking account at the XXXX XXXX branch is XXXX XXXX. This is the first time I have ever opened a checking account of any type with Chase. 

I mentioned the offer to XXXX  as he began taking my information. He was unable to to find that specific offer on his computer in the information he has available to him through Chase 's own internal information system. I also do not believe it is posted anywhere on Chase 's website. 

As I previously mentioned, I successfully opened my new Chase Total Checking account on XX/XX/2020, thus meeting condition # 1. 

I made my first cash out of my earnings through XXXX XXXX XXXX  App on XX/XX/2020. The cash out ( which is essentially an instant withdrawal of earnings currently available from making XXXX  XXXX via XXXX XXXX   XXXX  App ) of {$16.00} is shown as having a transaction date of XX/XX/2020 in my Chase online banking activity. I have attached a screenshot of my online banking activity that shows this. This means I met condition # 2 as of XX/XX/2020, thus meeting both conditions and making me eligible for the bonus as of that day. 

The terms of the offer state that once you have met both requirements that you will receive your {$200.00} bonus within 10 business days. Today is, by my count, the 15th business day since XX/XX/XXXX. I still have not received the bonus in my checking account. 

Before filing this formal complaint, I want to document that I have tried to reach out to Chase several times to try and resolve the issue unsuccessfully. 

My first attempt was calling their customer service telephone number on XX/XX/2020. I do not have the agent 's name or employee number. After explaining my situation, the agent I was speaking with told me that I needed to " go in to a branch or call XXXX. '' I explained several times that the offer clearly outlines that Chase is the payer of the bonus, not XXXX, but she took a hard stance and continued to repeat the phrase above. 

I decided to wait a few days to see if the bonus would be paid. It was not. 

My second attempt to resolve the issue was by sending an account inquiry through Chase 's " secured messaging '' feature via their online banking portal. I explained the situation in my message about not receiving the bonus, here is Chase 's response ( screenshot attached ) : " Hello XXXX, We'll be glad to review information about a promotional offer on the account. 

XXXX, we understand your concern and sincerely apologize for any inconvenience caused. 

We see that this account was opened at a branch. 

We'll need to help you in person with your promotional offer inquiry. Please visit any of our branches. 

You can also call a branch to schedule a meeting. Find the phone number by searching under " ATM & branch '' on chase.com. Without a scheduled meeting, you may have to wait for an available banker. 

We appreciate the opportunity to help you. We value our relationship with you and thank you for choosing Chase. 

Thank you, XXXX  Chase Email Servicing '' In following with social distancing, and for the safety of my own family, I did not want to physically enter a branch, so on XX/XX/2020, I decided to call the branch where I first opened my account. It turns out I accidentally called a different Chase branch in XXXX XXXX ( XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX, which from here on I will refer to as the " XXXX XXXX XXXX branch '' ) where I spoke with a banker named XXXX XXXX. 

First, she informed me that I had contacted the wrong branch. She then went on to explain that each Chase branch has its own " slush fund '' set aside for new account bonuses, and that I would need to contact the branch and banker who first opened the account for me. She told me that the branch I first opened my account at ( XXXX XXXX branch ) was closed currently, but would be reopening on Monday, XX/XX/XXXX, and to try getting in contact with XXXX then. She also told me she would be sending an email to XXXX to explain the issue. 

I called the XXXX XXXX Chase branch on Monday, XX/XX/2020. They were closed. I'm not sure if XXXX was given incorrect information about the operating hours of the XXXX XXXX Chase branch or not. 

I called XXXX at the XXXX XXXX XXXX branch shortly after the same day to follow-up. She did not answer so I left a voicemail at around XXXX asking her to call me back. I did not hear back from her that day, so I left another voicemail in the evening at around XXXX asking her to call me back. 

I waited today, Tuesday. XX/XX/2020, until around XXXX to hopefully receive a call-back, which I did not. After calling a few different times and failing to have anybody at the XXXX XXXX XXXX branch pick-up, I got another banker on the phone. He told me that XXXX was busy, but that the XXXX XXXX branch was now open and to try calling them. 

I called the XXXX XXXX branch at around XXXX and was informed that XXXX was not in by a banker named XXXX XXXX. XXXX asked if he could help so I decided to explain the situation to him. I directed him to the XXXXXXXX website so he could see the posted bonus offer. He told me he would submit a request to his banker support team and get back to me. 

I waited until around XXXX. Not having heard back from him yet, I decided to call him to follow-up. He told me that he agreed that I had met all the terms of the offer, but gave several reasons as to why I had not yet received my bonus. 

He said that the team that reviews these types of new account bonuses is short-staffed, so it was possible that there had not been anyone available to review my account and approve the bonus. He also said that he needed to do some more research and find the correct department/persons responsible for handling this specific offer. 

At this point I feel like I have exhausted all options for getting Chase to pay the {$200.00} bonus offer, whose terms I am in complete compliance with, and thus have been forced to file a formal complaint with the CFPB.

Company response to consumer: Closed with monetary relief