Consumer complaint received 2026-03-18 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Banking errors
Company: JPMORGAN CHASE & CO.
State: VA

Complaint narrative:
Note : This complaint supersedes a prior complaint ( ID XXXX ), which was submitted by my husband on my behalf and closed because it was not submitted by the account holder directly. This complaint is submitted by the account holder and is intended to remedy that procedural issue. It also includes significant new developments since the prior complaint was filed, including a XX/XX/XXXX call from Chase 's Executive Office. -- - On XX/XX/XXXX, I enrolled in a Chase promotional offer and opened both a new Chase Total Checking account and a new Chase Savings account. The offer promised {$300.00} for the checking account, {$200.00} for the savings account, and an additional {$400.00} for completing both sets of requirements -- {$900.00} total. The savings bonus required ( 1 ) depositing {$15000.00} or more in new money within XXXX days of enrollment, and ( 2 ) maintaining a {$15000.00} balance for XXXX days from enrollment. I deposited {$15000.00} on XX/XX/XXXX, and maintained that balance until I initiated a withdrawal on XX/XX/XXXX. Chase denied the {$200.00} savings bonus -- and hence also the additional {$400.00} bonus for completing both checking and savings offers -- claiming I moved the funds before the XXXX period ended. Chase 's executive office confirmed their counting methodology in a phone call : ( 1 ) the day * after * enrollment is day XXXX, and ( 2 ) funds must be held through the * end * of day XXXX. However, combining ( 1 ) and ( 2 ) produces an erroneous counting methodology. To see the problem, consider a simpler case : A bonus with a one-day holding period, and an account opened and funded on XX/XX/XXXX. By Chase 's methodology, XX/XX/XXXX is day XXXX and XX/XX/XXXX is day XXXX, and the funds would need to be held through the * end * of day XXXX -- i.e., through the * end * of XX/XX/XXXX. Hence, funds could not be withdrawn until XX/XX/XXXX. So, under Chase 's methodology, for a bonus with a one-day holding period and an account opened and funded on XX/XX/XXXX, funds could not be withdrawn until XX/XX/XXXX. This methodology is clearly incorrect. It turns a one-day holding period into a two-day holding period. In the very same manner, in the actual case -- where my account was opened on XX/XX/XXXX -- Chase 's counting methodology turns a XXXX period into a XXXX period. Chase 's denial also contained an independent internal contradiction : a Chase representative stated in writing that the requirement was to maintain the balance " till XX/XX/XXXX, '' then denied the bonus because I moved the funds " on XX/XX/XXXX. '' Hence, I met the requirement by Chase 's own characterization ( i.e., maintain the balance " till XX/XX/XXXX '' ). I sent Chase XXXX detailed messages explaining both the counting error and this contradiction, but Chase issued a second denial on XX/XX/XXXX, without addressing either point. Chase has paid the {$300.00} checking bonus, confirming I met those requirements. It has not paid the {$200.00} savings bonus or the {$400.00} extra bonus. On XX/XX/XXXX, a Chase Executive Office representative called me and explained their counting methodology ( recounted above ). On the basis of that methodology, the representative maintained the claim that I had not met the terms of the offer. I am challenging this determination, for the reasons explained above. The representative also stated that -- despite my alleged failure to meet the offer terms -- they would credit me with the {$200.00} savings bonus and, if I were to open a new checking account, the {$400.00} additional bonus as well ( for completing both the saving and checking offers ). These commitments were made orally. I am requesting written confirmation of them, including details of any requirements that I must meet in order to receive the bonuses.

Company response to consumer: Closed with monetary relief