Consumer complaint received 2019-11-19
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 hope that you can help me with my issue with Chase Bank. I received the e-mail from Chase on XX/XX/2019. The ad says open a Sapphire Checking account and enjoy XXXX Chase ultimate rewards bonus points and since i travelled a lot it is very enticing to me. I went ahead and open the Sapphire Checking account online ( direct link from the e-mail around XX/XX/XXXX and by XX/XX/2019 I was able to complete their requirement of {$75000.00} total deposit in the account. Per the flyer they will credit me the XXXX points after 45 days of completing the deposit requirement. I called the bank after 45 days cause i don't see it being credited to my account and they said that I mis-read it and it should be after 90 days. I went ahead and just honor what they said and waited another 45 days to get the points. I have been checking my online account and nothing is happening and its been more than 90 days. I went ahead and call the customer service again sometime around beginning of XX/XX/XXXX and I was passed on to different people until I was referred to the Sapphire Checking specialist. He said that there was no code loaded in the account when it was opened therefore they can not do anything. Please note that i opened the account from the link they provided in the e-mail and it specifically stated that " your coupon will be applied automatically ''. I asked to be referred to the manager but he won't transfer me but he said he will put a note on the system to call me. He also suggested to go to the local branch and they maybe able to help me out. I never got a call nor an e-mail from the manager so I went ahead and went to the branch at XXXX XXXX on XX/XX/XXXX. I spoke with a representative and I also showed him a copy of the e-mail I received and he called some people and was not able to help me either so I asked for the manager. At first he was hesitant to refer me to the manager bragging that he knows everything and that the manager will say the same thing anyways. Finally after telling him that I will close my account he went ahead and call the Acting Manager that day. She was very sympathetic and understand my situation but can not take any action because she has to escalate it to the proper branch. She promised to call me back by Monday, XX/XX/XXXX. She called me and left a message that Monday or Tuesday to tell me that she needs more time. I left her a voicemail to update me by e-mail because I will be out for 3 week going outside the country. I got an e-mail from a manager but not sure if the same branch but did not give me any resolution to the issue. When I got back I went ahead and went to the branch ( XX/XX/XXXX ) and of course there is no manager to talk to. The person I spoke with said the same thing again that the account was not coded. I'm not really sure if they work on it or not but I'm really mad and fed up and i just closed the account. At this point I don't want to waste the interest I could have earned from that money to the bank.

Company response to consumer: Closed with explanation