Consumer complaint received 2019-04-24
Company: JPMORGAN CHASE & CO.
State: NY
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
On XX/XX/XXXX at approximately XXXX XXXX, I decided to stop by the Chase Bank located at the XXXX XXXX Chase branch located at XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX, to make a cash deposit. Instead I became a victim of a crime and was robbed during branch hours. 

Inside the ATM vestibule area, I noticed two other male customers trying to make their own transactions arguing with the woman to leave them alone that they didnt have any money to give her. This woman is homeless and a drug addict, who according to the NYPD is known to menace the area. After the two men addressed her she looked like she was about to back off. Instead she approaches me by the ATM machine where I repeated the same thing to please leave me alone that I did not have money to give her. She stepped back, but then came quickly towards me and grabbed my money from my hand. My immediate reaction was to grab her to keep her from leaving with my money. The other customer who was in the vestibule area with me helped restrain her after a physical confrontation, where I ended up injuring my arm during the tussle. This entire incident happened on Chase property, during the day, during branch hours, and was caught on Chases camera. Not a single branch member came out to assess the situation and help restrain her. Both the security guard and branch manager were nowhere in sight. Instead me and the other customer brought this woman inside the Chase branch where we asked for help ( while restraining her ) and someone was finally able to call the police. 

Unfortunately, this branch failed in ensuring customer safety and security measures. I bore the responsibility as a Chase customer, immediately after being robbed to place myself in harms way and keep this woman from leaving with my money. Within about 12 minutes the metro police came inside the branch and assisted me with detaining her. They placed handcuffs on her until the NYPD arrived. Once the NYPD arrived she was arrested for robbery. 

The very next day I went back to the branch to speak with Branch Manager, XXXX XXXX XXXX to share my experience and ask what actions I can take. Instead the manager simply said sorry and that their best security guard happened to have been off on Monday. When I explained that no one inside the branch assisted me with the matter until we brought the woman inside the branch, the manager responded by saying maybe the security guard was on lunch, this response is unacceptable. I was a victim of a crime at this branch, lost money during the ordeal, and got injured. 

Here is the thing this branch is known to be a hot spot and have people menacing customers in the area during all hours. This branch needs to have a safety and security training in place on how to properly handle these kinds of situations, which could have easily turned bad. 


There should always be a security guard by the entrance. The bank branch security guard is responsible for the security and protection of the banks employees and all assets. Generally, security guards stay alert to watch for potential threats to the safety of employees and customers. Chase should consider different measures to help ensure that their customers feel safe when withdrawing or depositing their money at the bank. A customer shouldnt feel threatened or fear walking into a bank and physically being attacked to protect their money. 

To resolve the problem, Im seeking monetary compensation of {$10000.00} for the emotional distress, pain, suffering, of being a victim of a crime at your financial institution. I am a survivor of XX/XX/XXXX and take safety and security measures very seriously. I am appalled that this branch failed to ensure my and their customers safety and protection. I look forward to your reply and a resolution to my problem. I will wait before seeking third-party assistance. Please contact me at the above address or by phone XXXX

Company response to consumer: Closed with monetary relief