Consumer complaint received 2025-10-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
On XX/XX/year>, I opened a Chase Business Checking account at the XXXX XXXX XXXX XXXX branch in XXXX XXXX with Relationship Banker XXXX XXXX ( XXXXXXXX XXXX XXXXXXXX ). Prior to opening the account, I had seen Chase 's advertised {$300.00} new account bonus online for maintaining a combined balance of {$2000.00} or more for 60 days with XXXX qualifying transactions. I opened the account intending to qualify for this bonus and maintained the required balance accordingly. 

Critically, during the account opening process on XX/XX/year>, XXXX XXXX never mentioned that a coupon code was required to be eligible for the bonus, nor did she ask if I had a coupon code or wanted to apply one to my account. The online advertisement I viewed did not clearly indicate that a coupon code was mandatory, and no Chase representative informed me of this requirement when I opened the account in person. 

On XX/XX/year>, I received an introductory email from Business Relationship XXXX XXXX XXXX asking about my account opening experience. I immediately replied on the same day inquiring about the status of the {$300.00} welcome bonus, specifically asking how close I was to meeting the requirements and when the 60-day timeline would end. I received no response. 

I sent follow-up emails to XXXX XXXX on XX/XX/year> and XX/XX/year>. Both emails went unanswered. 

On XX/XX/year>, I contacted XXXX XXXX directly about the bonus status, having now maintained the {$2000.00} balance for over 60 days. On XX/XX/year>, she finally responded stating that a coupon code was required at account opening to register for the bonus offer, and that no code had been provided. This was the first time anyone at Chase had mentioned a coupon code requirement. She offered to submit a request to another department to see if the situation could be remedied. I agreed to this on the same day. 

On XX/XX/year>, I followed up, noting that I had first inquired about this issue on XX/XX/XXXX with no response despite multiple attempts. I expressed that I was very disappointed because had I known about the coupon code requirement when I first asked on XX/XX/XXXX ( or ideally, at account opening on XX/XX/XXXX ), I would not have continued to tie up {$2000.00} in this account when it could have been earning interest elsewhere. 

On XX/XX/year>, I emailed again requesting an update and mentioned an additional issue with a denied credit card application. I stated that without satisfactory resolution within one week, I would close my account. I received no response to this email. 

On XX/XX/year>, I called XXXX XXXX 's business line. She answered and immediately hung up on me. 

I subsequently spoke with XXXX XXXX XXXX XXXX, who was completely unsympathetic and unhelpful. She insisted that a coupon code was necessary and that since I hadn't acquired one within 15 days of account opening, I was ineligible for the bonus. She showed no concern for the fact that : ( 1 ) I was never informed about the coupon code requirement during account opening, ( 2 ) my repeated attempts to clarify the bonus requirements went unanswered for over two months, or ( 3 ) I had maintained {$2000.00} in the account in good faith based on the advertised bonus terms. 

Key Issues : Failure to Disclose Material Terms at Account Opening : When I opened the account on XX/XX/year>, XXXX XXXX never mentioned that a coupon code was required for bonus eligibility, never asked if I had a code, and never offered to apply one to my account. This is a material term that should have been disclosed during the account opening process, especially since I clearly opened the account to qualify for the advertised bonus. 

Misleading Online Advertisement : The online bonus advertisement I viewed did not make clear that a coupon code was mandatory for eligibility, leading me to believe I could qualify simply by meeting the stated balance and transaction requirements. 
Complete Failure to Respond : Despite five emails over two months ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ), neither XXXX XXXX nor XXXX XXXX provided substantive responses or clarification about the bonus requirements. Had XXXX XXXX responded to my initial inquiry on XX/XX/XXXX, I would have learned about the coupon code issue 66 days earlier and could have withdrawn my funds at that time, minimizing my financial harm. 

Financial Harm Due to Delayed Communication : I maintained {$2000.00} in the Chase account from XX/XX/XXXX through late XXXX ( approximately 95 days ) based on the advertised bonus requirements. If Chase had responded to my XX/XX/XXXX inquiry, I could have withdrawn the funds by early XXXX, limiting my opportunity cost to approximately 35-40 days instead of 95 days. This money could have been in a high-yield savings account earning approximately 4-5 % APY. 

Unprofessional Conduct : XXXX XXXX hung up on me when I called on XX/XX/year>, and Branch XXXX XXXX XXXX showed no empathy for a situation created entirely by Chase 's failure to : ( a ) disclose the coupon code requirement at account opening, and ( b ) respond to multiple customer inquiries over two months. 
Good Faith Fulfillment of Stated Requirements : I met all publicly stated requirements ( balance maintenance and qualifying transactions ) but received no bonus due to an undisclosed coupon code requirement that was never mentioned during the account opening process.

Company response to consumer: Closed with explanation