Consumer complaint received 2019-05-14
Product: Checking or savings account — Checking account
Issue: Opening an account — Didn't receive terms that were advertised
Company: JPMORGAN CHASE & CO. (NY)

Complaint:
I was misled by Chase bankers to upgrade my checking account with promises of bonus points I never got. I kept a balance of over {$80000.00} without receiving any interest in order to reach the 3 month minimum that the alleged promotion required. They have been bouncing me to different departments with no one really taking any accountability within Chase. 

I describe the chronological order of the events with names and dates below : Chase bank offered a promotion of 60,0000 Ultimate Rewards bonus point if I upgraded by regular checking account to a premium product called Sapphire Checking.

Over the phone, the executive told me that all I needed to do was to have a balance above {$75000.00} dollars for 90 business days and that I would get the bonus rewards. 
I decided to upgrade the account and asked several times if there was anything else I needed to do besides sending a wire and he told me there was nothing else I needed to do. 

I decided to upgrade my account to Sapphire checking on XX/XX/2008 and sent a wire transfer of {$50000.00} XX/XX/XXXX to have a balance above {$80000.00}, which I have kept to this day. 

On mid XX/XX/XXXX, I checked my Rewards balance and noticed I didn't have any bonus points. I called Chase to ask about it and they directed me to a banker that was assigned to my account. His name is XXXX XXXX ( phone number XXXX ), a private banker from Chase located in XXXX XXXX. He had called cold called me before to offer Chase products, and I assume he was responsible for the upgrade since my account is under his name. 

He told me there was nothing he could do. That in order to get that promotion, I was supposed to use an upgrade code. As I mentioned earlier, I specifically asked if there was anything I needed to do besides sending the wire and keeping the balance and they never asked for any upgrade code at the time. He then transferred me with the manager of the XXXX XXXX branch, XXXX XXXX ( same phone number XXXX ),  who kept telling me they were not responsible for the upgrade even though my account was assigned to XXXX XXXX in the system. 

He told me there was nothing he could do and transferred me to the Chase escalation department. A person named XXXX ( he told me he could not tell me his last name ) called me a couple of days later to tell me they looked into the matter and that there was nothing they could do ( his phone number is XXXX extension XXXX ). According to him, it was the branch manager 's responsibility if there was anything they could do at all. They kept me bouncing me around until today, they just said there was nothing they could do. 

Not only did I lose the opportunity the interest I could've earned on that money ( which I calculate is around {$800.00} in that span ), but all the time lost dealing with these people who don't take any responsibility of their actions. While the banker and the XXXX XXXX branch are benefiting from my account being assigned to them ( they are probably helping to reach their quotas ), they decided to take no responsibility when someone clearly made a mistake. 

Please let me know if you need more details and happy to help.

Company response to consumer: Closed with explanation