Consumer complaint received 2024-12-27 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Banking errors
Company: JPMORGAN CHASE & CO.
State: GA

Complaint narrative:
Signed up for checking and savings account {$900.00} bonus offer which required I open a new chase total checking account and set up a direct deposit within 90 days to receive {$300.00}, deposit a total of $ XXXX or more in new money within 30 days of enrollment and maintain a balance for 90 days to receive {$200.00}, and receive an extra {$400.00} if I opened both at the same time and completed all qualifying activities. 

I completed all of the qualified activities with the exception of the $ XXXX within 30 days BUT that was due to CHASE rejecting my transfers. I attempted to transfer $ XXXX on XX/XX/year> and assumed it had gone through because I had not gotten a notification of it not. And then when I noticed no money every left my other bank account I looked into it and saw that Chase had rejected the transfer so I attempted it again on XX/XX/year> and again Chase sent me no notification of it not working but I noticed it didn't so I looked at my transaction history again and saw it had been rejected a second time. 

I then contacted my other bank to ask if there was any solutions and they suggested I transferring it in smaller increments and seeing if that would work. And it did but at that point the deadline had already passed. I kept my money in there though and continued contributing to the account in hopes that maybe Chase would make an exception since they were at fault for the transfers not going through. 

I attempted to contact them via secure message on the portal a couple of times about this issue between XX/XX/XXXX and XX/XX/XXXX but was told they could not do anything and to contact the electronic money movement department via phone. I did so and they told me I would need to speak to a branch but that the 90 day portion wasn't over yet so I could wait until then to contact to see if the bonus was awarded or not. After the 90 days were up I looked to see if I got the bonuses and the only one I got was the {$200.00} checking one. 

So on XX/XX/XXXX I contacted a branch in the city I was in for work and they said I would need to talk to customer service which I had already done earlier so in order to help me they filed a complaint on my behalf with Chase to further escalate the problem. After not hearing from Chase in the timeframe they mentioned I reached back out to the branch and they looked into it again for me and said somehow it was showing the case was closed but they would reach back out to them for me that day ( XX/XX/XXXX ) and I should hear back soon. 

I finally heard back from Chase on XX/XX/XXXX via voicemail and returned their call on the XXXX. I left a voicemail and they never got back to me. So I called again on XX/XX/XXXX and left a voicemail and finally they called me back. When I spoke with them they told me there was nothing they could do. That even though it was their fault I could have gone to a local branch to deposit the $ XXXX or other options. That is incorrect. I was not near a chase branch when I attempted to make those deposits I travel full time for work so it's not feasibly possible for me to go in person plus thats the whole point of having online banking... so you don't have to go in person. She further stated it is up to the branch to make the exception on whether or not I get the bonus. That is also incorrect as the branch and customer service both told me it's up to people above them on whether or not the exception is made. 

Basically I was given the run around for months/weeks only to be told they would not make the exception and award me my full {$900.00} bonus even though the only requirement that wasn't fulfilled was only not full-filled because of their error. I do not believe I should be missing out on my bonus because of an error on their end and not mine. Especially considering I have continued to deposit money into both accounts consistently and am a good customer.

Company response to consumer: Closed with monetary relief