Consumer complaint received 2026-01-21 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Opening an account — Didn't receive terms that were advertised
Company: JPMORGAN CHASE & CO.
State: IL

Complaint narrative:
To Whom it may concern, I opened a new checking and savings account with Chase bank in XX/XX/XXXX after I recieved a mailer promotion that stated I would qualify for {$900.00} if I opened both a new checking and savings account with Chase and set up direct deposit. 

I went in-branch to the XXXX XXXX XXXXXXXX location and worked with a Chase banker to open and set up my accounts to ensure everything was squared away ( all i 's dotted and t 's crossed, etc. ). It appeared to be an easy process. The banker informed me that only one check was necessary to fund both of these accounts so I wrote a check, NEW MONEY, from an outside, unaffiliated institution that would satisfy the level of funds necessary for each account to qualify for the {$900.00} promotion. 

The funds were deposited and allocated to their respective accounts with the assistance and oversight of the Chase banker, in-branch who assured me all was correct. I set up my direct deposit at a later date as the prior account setup ran us over our appointment slot. 

Now the waiting game. Direct deposit came through fine and after the alloted time I received the {$200.00} corresponding part of the {$900.00} promotion. 90 days came and went and have not seen the additional {$700.00}.

I called to inquire why so and was informed that Chase would look into it and get back with me. More time went on, I heard nothing. I called in again about a week or so later and asked again and was informed by a customer service rep they would need to escalate my ticket as something may not have been set up correctly with the initial deposit. They asked if I opened in-branch which I said that I did. They then said that this sometimes happens but no worries, they will get it taken care of. 

I called in again before XXXX to check on the status and was informed by customer service at that time that, " Yes it had been resolved. We are just waiting 90 days from the date of the escalation ticket. After that, you should see it in your account. '' I felt assured that would be tha case, ended the call on a happy note, thanked the rep, and wished them a happy holiday. 

XX/XX/XXXX, around the XXXX XXXX or so of this month I called customer service again as I had still not seen the promotional funds deposited in my account and was informed, " Chase has tried to contact you months ago regarding your ticket, I'm seeing here that both accounts were not funded with new money and so you don't qualify. '' I asked whatever did she mean by that because that is simply not true, that went in branch and worked with a banker who I asked and confirmed with what I needed to do to properly fund my new accounts and was told one check would be fine. The rep insisted that since the new money was deposited and then transferred, it wouldn't qualify. I stated that this was the first I was heading of this and that past calls to reps assured me my promo was still " in-process '' so this seems to be a newly invented reason and that furthermore the banker I worked with when opening the account assured me that this would not be the case. 

I told the rep that I wold like to open a new ticket and have them escalate it, as I was informed my old one had been closed after Chase had not heard back from me when the rep stated they called ( to the best of my knowledge and recollection, I never recieved a call from them ). We confirmed that a new ticket was created and the process would start again. I even asked if bringing over additional new money could be helpful in resolving this issue and was told that they would have to check on that. I've heard nothing on that. 

Finally I noticed today while looking at my phone that a voicemail notification popped up showing that a new voicemail had been left a minute ago. I thought, " well that's strange. I didn't see or hear the phone ring and I looking right at it in my hand. '' It was a call from Chase informing me to call back to discuss my ticket and to call the rep leaving the message at their department number which they then gave and to call back between now and XXXX when they were available. I immediately thereafter called the XXXX number they gave which was not direct to their department and spent more than 5 minutes navigating call trees to try to get to a live person as none of the menu options pertained to my need. After finally reaching a rep, I explained my situation and was again transferred to another person who was not the rep who called nor was it someone in their department. This last rep informed me that the 2nd to last rep ( the one who had left the message ) was the one assigned to my ticket and the only one who could make a decision on resolving it. Just one problem though, the rep who left the message for me to call back is in a meeting and doesn't know when they will be out so I will have to call back again with no guarantee or real way to get to them. 

It is my firm opinion from my experience that this process is ment to be tooth-pullingly painful and a war-of-attrition by design. It feel painstakingly inefficient and purposefully ( willfully and wantonly ) unclear. My experience not only feels but I believe objectively is unfair, deceptive ( shifting narratives on resolution ), and abusive ( are the differing narratives intentionally confusing by design to get customers to give up and go away? ). 

Furthermore, I wouldn't be shocked to find if my situation checked a number of boxes violating federal banking regs for UDAAP, Reg DD, Reg D, and others to start. 

Very truly yours,

Company response to consumer: Closed with monetary relief