Consumer complaint received 2024-08-12 00:00:00
Product: Checking or savings account — Savings account
Issue: Opening an account — Didn't receive terms that were advertised
Company: JPMORGAN CHASE & CO.
State: VA

Complaint narrative:
Back in XX/XX/XXXX, Chase Bank sent me a targeted email advertising a {$900.00} offer if I opened a checking and savings account with Chase. The benefit was enticing enough, I decided to open both accounts, and move the required {$300.00} into the checking account and $ XXXX into the savings account, as well as establish a Direct Deposit into the checking account. Here is the ad I received : " As a valued Chase customer, we're thanking you with an up to {$900.00} offer When you open a new Chase Total Checking account1 and new Chase SavingsSM account1 with qualifying activities. '' in XXXX. The reward was to paid out as {$300.00} for opening a XXXX Checking ; {$200.00} for opening a Chase Savings ; and an extra {$400.00} bonus for doing both steps. I completed all three steps, and given there was a lot of small text/requirements, I followed up with a phone call to Chase customer support to make sure I had complied with all of the requirements ( this was around XX/XX/XXXX ). I was told that I did meet all of the requirements for all three bonuses, and that I should see the initial {$300.00} for checking account soon, but I had to wait the 90 days from enrollment to qualify for the final two bonuses ( {$200.00} + {$400.00} ). I did see the {$300.00} come in to my account in XXXX XXXX, but in early XXXX I called ( Chase confirmed this call ) to see when I should expect the remaining bonuses. The chase customer support rep again confirmed that I complied with all of the requirements, and that I should see the remaining funds by XX/XX/XXXX. So, I waited until that date had passed, then called back again on XX/XX/XXXX to see why the remaining {$600.00} bonus had still not yet posted to my account like the Chase rep had said it would. This time I was passed to a Chase Support Supervisor, who told me he was sorry for the mistake, that I did meet all of the requirements, and that not to worry, he would take care of it and add the {$600.00} to my account for me. He gave me a ticket number ( XXXX ). Come today ( XX/XX/XXXX ), the funds had still not been added to my account and I had no messages from anyone at Chase. So I call in, again get passed on to a Account Supervisor, who reviews my case, and then informs me that I do NOT qualify for the additional {$600.00} rewards. They then say that someone " left me a voicemail '' stating the same. I told the rep that I had no voicemails from Chase, and then asked why they didnt also send me a note via Chase 's inbox messaging tool or via email, given they have direct access to both means of communication. The rep had no answer. I then asked if the rep could please summarize for me the notes on file for my prior conversations with Chase support reps, and she said she could see the notes but was not able to tell me what was discussed. I impressed unpon the Chase rep how this was my 3 or 4th time calling Chase about this issue, and only now was I hearing that I did not qualify for something I was previously told 3-4 times I DID qualify for, and how this was very frustrating. Mostly because I have now lost out on interest from competing banks, as I knew going in that Chase 's savings and checking interest rates were very far below competitors, but I was willing to forget that fact given the bonus would offset the losses. So, i let my money sit given Chase customer service had informed me i qualified for the bonus but I just had to wait. Low and behold, after they collect their interest on my funds and pay me out at a much lower interest rate for 5+ months, now they change their messaging and say I do not qualify. That is very disingenuous at best and borderline XXXX  at worst, which is why I felt compelled to submit this complaint.

Company response to consumer: Closed with explanation