Consumer complaint received 2024-10-16
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: JPMORGAN CHASE & CO. (PA)

Chase Bank is refusing to honor their side of a Promotional Reward agreement. I have fulfilled my obligations in the time period specified in the agreement terms. Chase owes {$500.00} which should have been deposited into my business checking account by XX/XX/XXXX. 

Timeline XX/XX/XXXX Opened Chase Complete Business Checking account during branch meeting with XXXX XXXX XXXX. Chase Bank, XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX. 
At the time, I was looking at another Chase POS terminal but it was unavailable and later discontinued. That terminal had a promotional offer ( {$200.00} if I remember correctly ). Again, I was never able to order that terminal. 
Copy of receipt for initial {$100.00} deposit to open account enclosed. 
Screenshot of account app search showing that initial {$100.00} deposit enclosed. 

XXXX  XXXX Heard through social media of a new Chase POS Terminal and was surprised no one from the bank had contacted me, since they knew I wanted to purchase one. I reached out to them in XXXX. 

XXXX XXXX from Chase Payment Solutions called and emailed me numerous times wanting to set up a phone meeting to discuss the new POS terminal. Running my business requires me to travel extensively and spend many hours driving. In an email, I explained this to her and said email was the best communication method due to being on the road. Anyway, I prefer to have information in writing to make informed purchasing decisions rather than basing things on a phone call. Via email, I asked her some basic questions about the terminals capabilities, since no information about it was available online. My questions went unanswered and she continued to insist on a phone meeting. 

XXXX XXXX from the XXXX branch also contacted me about the new POS terminal, wanting me to meet with her at the branch to discuss. I told XXXX that wasnt possible due to my nationwide business travel, with me often driving all day, loading in at venues, vending all weekend, loading out, then driving again. Very little of my time is spent in XXXX. I told her I couldnt understand why Chase required a phone or in person meeting just to purchase a POS Terminal, when companies like XXXX  are transparent about the POS options and allow online ordering. She said there were several questions she needed to ask about my business. I told her I had already answered a plethora of questions about my business in XXXX of XXXX when I opened the Chase account with XXXX, and that my business had grown significantly, but nothing in the nature of the business had changed. She said thats how Chase does things and she is not allowed to give info about the terminals via email. 

XX/XX/XXXX Chase sent me an email titled XXXX XXXX XXXX XXXX XXXX with a {$500.00} promotional offer for the new POS terminal. 
PDF of the email enclosed. I can forward the original email if needed. 

XX/XX/XXXX Signed up for the new POS Terminal {$500.00} Promotional Offer. Set up my Chase Complete Business Checking Account to accept credit card payments, Purchased the POS Terminal. 
PDF with screenshots of the entire sign-up process including receipt for {$490.00} POS Terminal purchase enclosed. 
PDF of Terminal purchase email confirmation enclosed. 

XXXX Used the Chase POS Terminal to accept and complete more than {$3000.00} in credit card payments, well over the XXXX amount ( minus fees ) required to meet my obligation for the {$500.00} Promotional Offer. 
PDF of Wepay Chase POS Terminal deposits into the Chase Complete Business Checking account. 

XX/XX/XXXX 60 days later. Chase has not deposited the {$500.00} Promotional Reward into my account. They should have done this by now per the terms of the POS Promotional Offer. 
PDF of Chase account transactions from XX/XX/XXXX to present ( XX/XX/XXXX ) enclosed. Some information ( total balances, withdrawals, and business names ) are crossed out. There isnt a single {$500.00} transaction at all. The reward isnt there. 

XX/XX/XXXX Spoke to a representative at Chase POS Customer Support XXXX. Explained the reward amount hadnt been deposited into my account. She repeatedly tried to tell me it was because I had failed to input a promotional code when I ordered the POS Terminal. I told her there wasnt a promotional code in the email or instructions when I signed up and purchased the terminal. I said I had screenshots and could send them. She gave me the email address XXXX, which is where she asked me to forward the original XX/XX/XXXX Chase promotional email that offered the terminal. The screenshots were not emailed. After nearly an hour on the phone with her checking with her supervisors multiple times, she told me I would receive the {$500.00} promotional reward, but a banker had to do it. I replied visiting a branch would not be a problem, and we ended the call. 

XX/XX/XXXX Visited the Chase branch at XXXX XXXX XXXX XXXX in XXXX. Saw XXXX XXXX there as well as XXXX XXXX. As soon as I mentioned there was a promotional reward that had not been deposited, XXXX said oh, the {$500.00} and knew exactly what I was talking about. XXXX asked XXXX if she wanted to help me, but XXXX said XXXX could go ahead. I thought this would be a quick process considering what the POS Tech Support had told me, but I was wrong. 

XXXX pulled up the account notes and said she could apply the promotional code to my account again, meaning I would have to start over with processing another {$2000.00} in credit card transactions in order to receive the {$500.00} reward. This is unacceptable. I have already met my obligation ( also, the Chase App the terminal uses is subpar. It slows me down and frustrates my customers ). 

I forwarded the XX/XX/XXXX offer email to XXXX so she could see there wasnt a promo code attached, but she didnt bother to click on the offer button or anything. I asked is it not clickable, and she said no. 

XXXX said she can not just deposit {$500.00} into my account and offered to escalate to Business Banking. I said yes to the escalation and was told they would contact me within 48-72 hours. 

XX/XX/XXXX XXXX  ( XXXX ) from Chase Business Banking called me regarding the issue. XXXX XXXX. Reference # XXXX. He said the problem is that the promotional code wasnt applied at the time the account was opened. WHAT?! I informed him the account was opened more than XXXX months prior to the POS promotional email going out. He continued by saying the only thing we can do is talk to the person who helped me open the account ( XXXX XXXX at the XXXX branch ) and ask her to reach out to their Marketing Director or Branch Relationship Manager to request an exception because the promo code wasnt applied when the account was opened. 

I told him again, this is not a case of an exception because there was no promo code! Further, I realize Chase has other promotions that are tied to the opening of accounts. I told him that wasnt the case with this situation, and there is no cause for requesting an exception. He said he understood but this is how Chase does things.