Consumer complaint received 2024-09-04 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: NY

Complaint narrative:
Dear CFPB, I am writing to express my dissatisfaction with the handling of a new customer coupon that was promised to me when I opened a savings account with Chase. Unfortunately, the coupon was not applied correctly, resulting in a significant loss of the bonus I was entitled to. Below are the details of the issue : XXXX. Coupon Code Not Applied Correctly : On XX/XX/XXXX, I visited a Chase branch to open both a checking and a savings account ( please refer to the attached account opening receipt, which includes the branch 's name ). I provided the banker with a promotional email from Chase containing a coupon code for a {$900.00} bonus ( please refer to the attached pdf ). The banker assured me that the code was entered into the system and proceeded to open both accounts. However, despite this, the coupon code was not applied to my savings account as expected. 

2. Misleading Information in the XXXX XXXX : I was informed that a coupon tracker would appear in the Chase mobile app to confirm my enrollment. However, I did not receive any such notification, leading me to believe that the entire {$900.00} coupon was successfully enrolled. I received the {$300.00} bonus for my checking account after making a direct deposit, which further reinforced my belief that the savings account portion of the bonus was also in process. 

XXXX. Coupon Expiry and Unresolved Issue : In early XXXX, after completing all the requirements for the {$900.00} coupon, I noticed that the bonus was not reflected in my account. Upon contacting customer service, I was informed that the coupon had not been applied to my savings account. I was then advised to visit the branch to resolve the issue. However, the banker informed me that although he had entered the coupon code for both accounts, the system only recorded it for XXXX. When I returned to customer service, I was told that the coupon had expired in late XXXX and could not be reinstated. This is especially frustrating as I later found information online indicating that the coupon had been extended until XXXX ( see attached screenshot of Chase official website ). 

The entire process has been incredibly time-consuming and frustrating. I trusted that the branch would handle this correctly from the beginning, but due to errors on Chase 's part, I am now missing out on {$600.00}, as well as any potential income from the {$15000.00} balance that I maintained in my savings account. 

I am not the only customer who has experienced this issue, as there are numerous similar cases reported online. It is unfair that customers like me, who follow the requirements in good faith, are penalized due to system errors. I strongly urge Chase to address this issue promptly and ensure that the promised bonus is credited to my account. If this situation is not rectified, I believe more customers will face similar frustrations in the future. 

I appreciate your attention to this matter and look forward to a swift resolution.

Company response to consumer: Closed with non-monetary relief