Consumer complaint received 2021-12-01
Company: JPMORGAN CHASE & CO.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
I am a customer of Chase Bank for many years. Most recently Ive been dealing with the Chase Bank branch located at XXXX XXXX XXXX XXXX, New York. On XX/XX/XXXX I was looking into depositing a large sum of money with the Branch in my regular checking account. I was then told by the banking staff there that I should open up a Private Client account checking account with the funds in order to take advantage of certain benefits. I met with an employee by the name of XXXX XXXX at this branch to complete the transaction. After a few months in XX/XX/XXXX my family had an emergency which required the withdrawal of most of those funds. Again the transaction to withdraw was handled by XXXX XXXX and her branch manager XXXX XXXX. XXXX XXXX advised us at that time that we should leave some money in the account of we would lose the benefit of the private client because a required amount was needed. She then advised us and we instructed her to convert the Private Client account back to a regular checking account at her suggestion. XXXX XXXX assured us she would do this and had done so when we took out the money which I believe was on XX/XX/XXXX approximately. I also received a regular checking ( not a private client ) debit card from chase. We were never advised of fees because the account was to be switched back. I routinely keep approximately {$4000.00} in that checking to cover my student loan repayments which have been coming out of the account now for close to XXXX years. I then heard nothing from the bank after being assured all was taken care of until on XX/XX/XXXX when I was contacted by another employee XXXX XXXX at the branch who advised me XXXX months later that the account was never converted back to a regular checking account from a private client account and therefore I was being charged {$35.00} per month in fees since XXXX. I explained to him how I was assured by his predecessor that this had been taken care of. I was advised that while XXXX XXXX was still employed there and I asked to speak with her she had not been working for sometime due to a family emergency. I requested that the XXXX months of fees be credited to my account for a total of {$280.00}. XXXX XXXX and I met on XX/XX/XXXX and he advised that he would of course forward my complaint for handling to the complaint department. He then properly converted my account back to regular checking. I received a call from Chase 's Complaint department by a XXXX at XXXX on XX/XX/XXXX who refused to give me her last name or employee Id but more shockingly refused to refund the charges to my account despite the fact that their employees made mistakes. When I inquired why it took XXXX months for XXXX of their employees to finally notice something was wrong she told me that was my responsibility and I shouldve contacted them - to which I replied I wouldve had I known. I didnt know about it until someone contacted me XXXX days prior. This is shocking to me that a bank which I was a longstanding customer would not stick by the assurances of its employee and rectify their mishaps despite the fact that we've been in the middle of a pandemic for close to XXXX years now and anyone who worked there could see that there was a small amount in the account to begin with. I have certain emails to confirm this.

Company response to consumer: Closed with monetary relief