Consumer complaint received 2025-09-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: JPMORGAN CHASE & CO.
State: PA

Complaint narrative:
On XX/XX/XXXX, in response to a Chase Bank bonus advertisement, I opened a checking account and a savings account at a local branch. The advertisement specified a bonus of up to {$900.00} bonus with qualifying activities. It was required that a new checking account and a new savings account be opened, among other parameters which included keeping funds in the account for 90 days. The code was XXXX XXXX XXXX XXXX. 

Both accounts were kept in good standing, and the appropriate requirements were met. The 90-day period ended XX/XX/XXXX, and a {$900.00} bonus was anticipated being paid within 15 days after the qualifying period. 

I scheduled an on-site meeting with the XXXX, PA branch for Saturday XX/XX/XXXX to inquire about the status of the bonus. I met with XXXX at the branch, and she informed me that a {$200.00} bonus was scheduled to be applied to my savings account on Tuesday XX/XX/XXXX but that she did not know the status of the remaining {$700.00} bonus. XXXX advised that she would research the matter further and send a claim to the Escalation Department. 

On Friday, XX/XX/XXXX, I received a phone call from XXXX in the Escalation Department ( he probably told me his last name but I didnt make note of it ). He explained that he would further review the issue. On Thursday, XX/XX/XXXX, I received another call from XXXX, who told me that the wrong code was applied when the accounts were opened, that it was a bank error, and that the additional {$700.00} bonus would be paid. XXXX advised me to go to my local branch to have them take care of applying the bonus, assuring me that they would know what to do and how to do it. Subsequently, I scheduled another on-site meeting with XXXX for Friday, XX/XX/XXXX. XXXX called me about 30 minutes before the meeting and advised that she was unaware of the conversation I had with XXXX the previous day. I suggested that she contact XXXX directly in the Escalation Department ( XXXX, ext. XXXX, case # XXXX ). XXXX said that she would do so. 

After no response from anyone, and noting that no additional bonus had been applied, I scheduled another on-site meeting with XXXX for Saturday XX/XX/XXXX. Once again, XXXX called me shortly before the meeting and advised me that she had no further information to provide but that she would continue researching the matter. 

Another week went by with no bonus paid and no further update, so I scheduled yet another on-site meeting with XXXX for Thursday, XX/XX/XXXX. Once again, XXXX called me before the meeting, but THIS TIME, she advised that she finally had an update for me : THEY WERE NOT PAYING THE ADDITIONAL BONUS because I had previously received a checking account bonus and was, apparently, ineligible for any additional bonus. 

I suggested to XXXX that I was not informed at the time I opened both accounts that the full bonus, as advertised, and as applied with the appropriate account code that I would not be eligible. 

XXXX offered to file an appeal to the decision, and I advised her that I would like her to do that but that I would be filing a complaint with the CFPB. 

I feel that I am entitled to the additional {$700.00} bonus due to bank error AND misinformation.

Company response to consumer: Closed with explanation