Consumer complaint received 2025-10-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Didn't receive terms that were advertised
Company: JPMORGAN CHASE & CO.
State: SC

Complaint narrative:
In XXXX of this year, I opened a Chase checking and savings account as a promotional bonus offer code. I completed the process online and ensured to screenshot the terms associated with the account. I carefully reviewed the terms, which required a direct deposit. The terms stated that this could be an example of government pension or Social Security payments, and that only one deposit over {$500.00} was necessary. ( Technically, Chase has claimed that the deposit must be from the government, payroll, or social security, but why would you only receive one deposit if it were recurring? ) However, the terms also stated that this could be an example of it, not that it must be these specific forms. Additionally, the terms mentioned that any ACH account clearing house could include these forms, and listed two examples. Further down in the terms, it stated what does not qualify, specifically listing eight to ten things that do not apply and are not considered qualifying, including a tax refund.

My federal taxes were directly deposited via ACH, not a person-to-person payment. The IRS directly deposited the funds, which qualified for the conditions. Despite my repeated attempts to contact the IRS representatives, I was unable to receive my bonus. I spoke to three representatives on the first day, and all three confirmed that the deposit had been made and that I should have received the bonus. However, they were unable to locate the deposit on their screens. I was transferred three times before finally speaking to a supervisor who informed me that the terms of the agreement did not guarantee the honor of the deposit simply because his representatives had advised me that I should have received it.

Three weeks after applying, I contacted the executive office. Initially, they informed me that I had not applied the bonus code, despite my confirmation. They then clarified that the issue was with a government payment, which I explained I was unfamiliar with, as I already paid taxes through the IRS. They assured me they would investigate the matter, but their tone was unprofessional.

The following week, I received a denial notice after reviewing the terms. I had meticulously documented the terms the day of application, read them aloud, and explained that the denial was inconsistent with the terms, which specifically stated that tax refunds were eligible. I had deposited a few XXXX dollars and had a few XXXX deposited through a direct deposit. Despite my explanation, the denial was upheld. 
Yesterday, I received a call from the executive office, where the representative was rude. I was simultaneously on a crucial phone call and answered the call while holding both phones on speaker. I informed the representative to hold on so that I could answer the call from a Chase representative from the executive office. The representative heard the conversation and inquired if I was on speakerphone, which I found peculiar. I explained that I was unable to miss the call but was very busy. The representative agreed to call me back within 30 minutes to an hour when I was finished.

Upon her return, the representative informed me that my application was rejected again. She requested that I visit the website to review some documents with her. However, I had already reviewed the terms from the website, which specifically stated that tax refunds were eligible and considered qualified. The terms had never explicitly stated that tax refunds would qualify. The website now explicitly states that tax refunds are accepted and permitted, contrary to previous information. While person-to-person payments were previously not accepted, automatic clearinghouse direct deposits from the government or employer were. However, the terms for ACH payments from the government, which are equivalent to my taxes, are not being honored.

The initial denial of my bonus application, despite my clear application, has been particularly frustrating. It appears that excuses were being conjured out of thin air, and every time I provided evidence to refute them, they would come up with new excuses. For instance, the second time I was denied after reviewing the terms and conditions, I asked her if she had read them. She denied it, so I explained that I had screen-shot them and read them word for word. She then stated that while she could send them, it did not mean I would be approved. They had found every reason to deny me, and it is unjust. I had proven every excuse they had to be incorrect, and I had satisfied all expectations. Despite this, I still do not have my bonus. Despite my expectations, I still havent received my bonus. Theyve changed the terms on their website, but it doesnt change the fact that theyre not benefiting from this argument. They now specifically state and allow tax refunds, but before they didnt list that as a qualifying example. It goes to show that none of their claims and statements make sense.

Ive spoken to several reps respectfully, but theyve all been arrogant, rude, and unhelpful. They didnt want to see any proof or terms I had. How can you review something without even reading the terms yourself or seeing my evidence?

If pictures need to be sent, Ill gladly do so when asked. It might help further prove this argument of false advertisement, biased unethical reviews, or claims of reviewing without even asking or receiving my evidence. Ive never done a chase account before or even had a bonus, so maybe I could understand if that was the case, but its not. I dont understand how they can advertise and then deny some bonuses while giving others. 

I read a thread on XXXX with opinions on this, and its almost the same situation for others. It needs to be addressed and looked into. Theres a thread on XXXX where you can find thousands of stories just like mine, and theyre mostly from this year. The bonus I applied for was the {$300.00} new customer checking and savings incase that info is also needed Thank you

Company response to consumer: Closed with explanation