Consumer complaint received 2023-07-20
Company: JPMORGAN CHASE & CO.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, IL. XXXX Chase XXXX XXXX XXXX XXXX, DE XXXX To whom it may concern : This is in reference to your letter dated XX/XX/XXXX regarding the closure of my accounts with Chase Bank . In the letter it was indicated that the reason for closure was due to inappropriate conduct with our employees. Let me first start by thanking Chase staff for keeping my money safe and cordial relationship I had with employees at XXXX XXXX, XXXX, Illinois. There is always two sides to any story.

Kindly requesting the manager of XXXX XXXX, XXXX, IL to site specific examples of the time and dates of inappropriate behavior towards to employees. I am specifically indicating that is untrue. 
I have been a Chase Bank customer for 13 years. I have always maintained a cordial and mutual relationships with staff at Chase on XXXX XXXX, XXXX, IL. As far as I know there have been three incidences in the branch where I felt I was discriminated against. In XXXX, XXXX ( beginning of XXXX, I can not remember the exact date ), I walked into the bank and XXXX of the tellers stated she had a cold ( I can not remember the name ) and had slight cough. I informed the teller ( female XXXX XXXX that it was important wear a mask while serving customers because she could be in the asymptomatic stage of COVID. As a registered nurse I did not feel comfortable with the teller serving me, so I went to the next teller. She was very rude, felt entitled, and stated she would not put on a mask. I informed her that it was not fair for customers to be served by her while she was sick and was not putting the mask. I reminded her of the importance of infection control. Another customer in line, a XXXX male stated he was a XXXX and that the teller did not have to put a mask. I informed Customer that it was wrong to support the teller knowing she had informed us she was sick, had a cold and slight cough. I told him his support for the teller was prejudiced. I later on reported the incident to the XXXX police station. 
I went to the back and had questions about travel policies since I was going to travel to XXXX on XX/XX/XXXX. The XXXX ( XXXX male ) who was sitting in XXXX of the tellers cubicle the manager requested to speak to me. The manager proceeded to talk to me publicly and accused me of being rude and inappropriate to one of the employees. The manager did not respect me as a customer by speaking to me in a public place instead of private room. ( The same employee who had refused to put on a mask ). I informed him the matter was already resolved but the manager was very unprofessional towards me and even threaten to call the police and told me he had the right to even make me walk out of the premises. I informed the manager it was cold outside and I would stay inside till police arrived. I felt threatened, not treated with dignity and respect and unappreciated as a valued customer while in real sense. I went ahead and called the police who came to Chase premises and talked to both of us. 
Another incident occurred in XX/XX/XXXX, I went to the bank and I was in line and we had XXXX tellers and they did not say a word to me. I felt like they had already discussed about me. The other teller just left and went to the back. When I asked why I wasn't being served, the other teller told me she was busy and apologized. The one who walked away without a word, I presumably thought was the one I had previously asked to put on a mask. 
When I tried using my card it did not work and I was asked to see the representative in the bank. The teller and manager ( XXXX female ) informed me that all my accounts had been closed that the bank had the right not to inform the customer as to why the account was closed. I was surprised and shocked. As a valued customer I thought it was important that someone could have called me or the bank could have sent a letter or given me ample notice. I did let the manager know that I always like to maintain cordial relations with staff even if Chase did not want me to bank with them anymore. I thanked the staff. The manager ( XXXX female ) never even said a word of appreciation given the length of time I had banked with Chase. This just showed there was a hidden agenda regarding closure of my accounts. The manager ( XXXX  female ) did not explain how they were going to handle my retirement accounts. I thought once a bank terminate relationship with a customer, the customers money should be refunded within 24 hrs. As of today XX/XX/XXXX, I have not received any check from Chase bank. 
On XX/XX/XXXX, I went Chase Bank in XXXX XXXX and spoke to the XXXX XXXX XXXX. I informed him that all my accounts had been closed, and was not able to withdraw money, and buy basic necessities. I was never informed by the XXXX ( XXXX branch, XXXX, IL. ) exactly when I would receive all my money. The XXXX XXXX, helped me withdraw money from my account. He stated to me it was not clear why the XXXX closed my accounts and that someone would reach out to me in the course of the week. 
I did receive the checks from the following accounts. Savings, business, XXXX XXXX XXXX but I have not received my check from my checking accounts. On XX/XX/XXXX I did receive a check of {$6000.00} from XXXX XXXX and the check was for my short term XXXX. The check was cleared on XX/XX/XXXX and even used part of the money to pay my bills. XX/XX/XXXX I had not received my refund money from the checking account. When I inquired the reason why I had not received the check or refund. I was informed that the Chase bank was still validating if the check was genuine. I was confused as to why they had to validate the check even though it had been cleared. On XX/XX/XXXX went to Chase Bank on XXXX XXXX in XXXX XXXX to find out what happened with the money refund on my checking account. The XXXX ( XXXX XXXX ) called the responsible office and the answer was they were still validating the check. I had a letter from XXXX XXXX which I did give to the XXXX as a proof. The office did assure the XXXX that they will send the check in 10 business days. On XX/XX/XXXX had a meeting with XXXX regarding my retirement accounts. XXXX was very helpful and explained the entire procedures of moving the retirement account to a different financial company. On that same day, I did see the XXXX of Chase on XXXX XXXX in XXXX XXXX. The XXXX was very helpful and supportive. The XXXX on XXXX XXXX is very professional and leads by example. Several times I went to the bank but did not know he was the XXXX. He is very professional and treats customers with respect and dignity. I did talk to him and informed him that I had not received my money from my checking account. As of today XX/XX/XXXX, I have not received my money and nobody from chase Bank has reached out to me. I did send letters to management team in XXXX but I did not receive any communication from them. 


Based on everything that happened, there is evidence of racism. I was unfairly treated because I am XXXX and of different national origin. Chase has already made the decision to close all my accounts and hold on to my money without any justification. I have moved on and do not want to bank with Chase. 
I would just like to say that I have taken this issue with Chase Bank in strides. I will inform friends and family of this incidence and how customers are treated so they avoid banking with Chase. All I would like is to be given all my funds so I can invest in another bank. If serving your customers properly is not a priority then something is wrong with your banks culture. There are other reputable banks out there that I can use. I look forward to your prompt reply and a resolution to receiving my money back in a timely manner. 
Sincerely XXXX XXXX XXXX Ac/No XXXX CC XXXX Chase XXXX XXXX XXXX XXXX, IL. 
XXXX XXXX JPMorgan Chase Bank, N.A CC Bank Bureau Investigation unit

Company response to consumer: Closed with explanation