Consumer complaint received 2024-03-07
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: JPMORGAN CHASE & CO. (NC)

This company sent me a promotion through the U.S. mail promising to pay a {$300.00} " bonus '' if I setup direct deposit from my employer within 90 days of opening up a new checking account, called a " Total Checking '' account, at Chase Bank. There were other restrictions to receive the bonus and I asked the bank employee, XXXX XXXX, to go over them in detail with me ( which he did ) on XXXX XXXX, XXXX. According to XXXX, I was eligible for the bonus, all that I needed to do was meet the direct deposit requirements. 

My employer started sending my pay by direct deposit to my new XXXX XXXX Checking starting in XXXX XXXX. It is my understanding that the deposits were made by A.C.H. transfers and were marked as " salary '' on the transfers. As XXXX had explained, after I had satisfied all of the requirements for the bonus, the bank was supposed to deposit {$300.00} into my account 'within 15 days. '' In XXXX XXXX, I was told by Chase Bank that I had fulfilled all of the requirements and that the money would be deposited soon. 

On XXXX XXXX, XXXX, called XXXX XXXX and was again told that I had completed all of the requirements. Chase Bank then created ticket # XXXX, which was sent to the " escalations team. '' The escalations team was supposed to call me back within 3 business days. When I did not hear back from them, I called on XXXX XXXX to XXXX XXXX at which time they told me that they I had completed all of the requirements. No one would explain to me why I had not received the {$300.00}. 

On XXXX XXXX, XXXX, I received a call from XXXX XXXX. The Chase employee, XXXX, asked for a " pay stub '' from my employer. I did not understand this request. XXXX said that Chase had received all of my direct deposits but did not know if they were from my employer. I asked XXXX why the bank had not asked for clarification earlier when they had received the funds starting in XXXX, and why I had repeatedly been told since XXXX XXXX that I had fulfilled all of the requirements for the bonus. XXXX did not answer. 

XXXX sent me an electronic form, which I was unable to open. I had to call back XXXX XXXX where a different Chase employee explained that XXXX had made a mistake in dealing with my situation. I was then asked to provide a pay stub by an alternative method : by emailing directly to XXXX at XXXX. I send an email with a pay stub attached on XXXX XXXX. 

On XXXX XXXX, I received a call from an XXXX phone number. The Chase employee said that {$300.00} would be credited to my Chase checking account within 7-10 business days, I complained to the employee about the lack of explanation for the delay as well as about the overall lack of transparency of the whole process. The Chase employee said he would look into it, but I never heard back from him. 

On XXXX XXXX, I received a credit of {$300.00} in my checking account. 

At no point during this whole process did Chase adequately explain what was going on, or apologize. I was assured that Chase would look into my concerns and call me back, but typically no one called back. I was told on more than one occasion that I would receive the bonus soon, but this did not occur. I opened my account on XXXX XXXX, XXXX, at which point I had my pay sent to Chase almost immediately. Yet, I received my bonus over 6 months later, on XXXX XXXX, XXXX. The bank promises in writing payment of the bonus " within 15 days '' of fulfilling the requirements ( the requirements had been met by XXXX XXXX, XXXX ). 

As a result, I was forced to spend my time calling their very busy XXXX numbers, waiting on hold, and then being shifted from one employee to another. I believe that had I not been persistent, Chase would not have fulfilled the {$300.00} bonus agreement.