Consumer complaint received 2024-04-30
Product: Checking or savings account — Checking account
Issue: Opening an account — Didn't receive terms that were advertised
Company: JPMORGAN CHASE & CO. (CA)

Summary of complaint : On XXXX XXXX XXXX I opened a Chase checking and savings accounts using a coupon code. The coupon applies a bonus of {$300.00} for specific checking account conditions, {$200.00} for specific savings account conditions, and {$400.00} if both checking and savings conditions are met. I met the conditions for all three bonuses on XX/XX/2024. While Chase has paid the {$300.00} and {$200.00} bonuses, Chase has failed to pay the {$400.00} bonus by the date agreed. To rectify the situation, I called customer service, which resulted in inconsistent information and continually delayed follow-ups. Chase has failed to pay me {$400.00} according to their terms and conditions and has failed to resolve the situation in a timely manner. 

Timeline : XX/XX/2024 - I was approved for and opened Chase Total Checking and Chase Savings accounts using a coupon which was mailed to my address. A copy of the archived webpage listing the terms and conditions is attached ( Appendix A ). 

XX/XX/2024 - I deposited {$15000.00} of new money into the savings account within 30 days of coupon enrollment ( Appendix B ). 

XX/XX/2024 - I had {$250.00} from a paycheck deposited into the checking account by direct deposit within 90 days of coupon enrollment ( Appendix C ). On this date, the checking account bonus conditions were met. 

XX/XX/2024 - I received a {$300.00} bonus for fulfilling the checking account conditions ( Appendix C ). 

XX/XX/2024 - I received a {$200.00} bonus for fulfilling the savings account conditions ( Appendix B ). On this date, the savings account held {$15000.00} in new money for 90 days and the savings account bonus conditions were met. On this date, both the checking and savings account bonuses were met, qualifying me for the {$400.00} bonus, to be deposited within 15 days ( XX/XX/2024 ). 

XX/XX/2024 - I called Chase banking customer service ( XXXX ) at XXXX XXXX to inquire about the {$400.00} bonus, which had not yet been received. I was informed the bonus will be deposited on XX/XX/2024, when the {$15000.00} had been held in savings for 90 days. This statement has no factual basis in the timeline documented above. I did not attempt to resolve the incorrect date and decided to wait. 

XX/XX/2024 - I did not receive a {$400.00} bonus on this day for completing both the checking and savings accounts bonus conditions. 

XX/XX/2024 - I called Chase banking customer service ( XXXX ) at XXXX XXXX to inquire about the failure to deposit the {$400.00} bonus. The representative agreed the {$400.00} had failed to deposit and opened a case with the promotions team. No senior supervisor was available, so customer service advised me to call back in an hour. 

XX/XX/2024 - I called Chase banking customer service ( XXXX ) at XXXX XXXX  to talk to a senior supervisor. The supervisor informed me that a case had been opened and that I should receive a call back in XXXX business days. 

XX/XX/2024 - I did not receive a phone call from Chase after XXXX business days. I called Chase banking customer service ( XXXX ) at XXXX XXXX to inquire about the case. I was informed that the case was still in process and that I would receive a call back in XXXX weeks. 

XX/XX/2024 - I visited a local Chase bank branch at XXXX XXXX and spoke with a banker. The banker called Chase office and was informed that the {$400.00} bonus will be deposited on XX/XX/2024 when the {$15000.00} had been held for 90 days. After I informed the banker the date was incorrect, the Chase office then stated that the {$400.00} bonus will be deposited on XX/XX/2024 when the {$15000.00} had been held for 90 days. This statement has no factual basis in the timeline provided above.