Consumer complaint received 2023-11-29
Company: JPMORGAN CHASE & CO.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/2023 at approximately XXXX, I entered the Chase Bank XXXX XXXX XXXX Illinois . I had cash and checks to deposit into my checking account. I handed over the money along with my drivers license. For the past 10 years or so, Chase has always taken my state-issued DL and completed the deposit slip, taken the money, made the deposit, and provided me a receipt. I do not have my bank account information memorized, and Chase simply looks it up by inputing my name into their system. 

However, on this day, the teller ( name : XXXX XXXX ) asked for my ATM card. I do not own an ATM card, so I told him that I did not have one. He said that I needed to fill out a deposit slip. Since I do not have my bank account information memorized, I told him that he would need to fill it out. He then said that he had the right to refuse me service if I did not complete the deposit slip. I asked if that was a new banking policy, as I'd never heard it before. So I asked for the manager. He said that the manager wasn't there. So I told him that he could simply write in the information on the deposit slip since he had my banking info in front of him. His response was that he didn't have my banking info in front of him. So I told him, " but you can absolutely look it up with my driver 's license that you have right in front of you. Are you telling me that you're going to refuse me service for not completing a deposit slip that every other Chase bank teller has completed for me in the past? '' At this point he just stared at me for XXXX seconds with an evil look on his face. The silence was broken by someone behind me who came out of an office asking if he could be of assistance... 

I did not get his name, but I told him that the teller was refusing to deposit my money into my checking account because I couldn't complete the deposit slip with the checking account number that I didn't have. I asked if this was a new policy and if the manager was in. The man said that she was in and went to the side door to open it. 

I looked at the teller and said, " so she is in? '' He responded, " she may have just gotten back then. '' The manager, XXXX, came out ( I found out later that she was not actually the manager, but a " team lead '' ) and asked the issue. I told her that the teller was refusing to deposit my money because I couldn't complete the deposit slip with my banking info and that every other teller has always filled it out for me, never threatening to refuse service. She said that there was no bank policy aside from if there's a long line, however, I was the only person in the bank at that time. She then stated that it was discourteous and that the teller would be retrained. I asked how long the teller had been there, since I'd never seen him before. She said that he'd been there XXXX years. It was clear that this individual was obviously having a bad day and likely took out his bad day on whoever was in front of him, or he just didn't want to put in the extra effort to complete a deposit slip for a long-term Chase customer. Whatever the reason, I told the manager that I had my personal accounts, business accounts, and even our mortgage with Chase Bank, and that no one should be treated or threatened that way. She agreed and said that she would be filing a complaint, but that the teller would be retrained. 

The manager told the teller to fill out the deposit slip and make the deposit, which he did. Easily. The manager then came around and walked by me. I asked if she needed a statement, to which she responded yes. I was told that the actual manager ( her name is also XXXX ) would be in the following day and would likely give me a call to discuss the matter. So far, that call has not happened. 

The teller presented a fake policy/procedure to a banking client that if the banking client could not complete a deposit slip with the proper banking information, then the teller had the right to refuse service to the banking client. This was patently false. The teller had never been trained to refuse service to banking customers on their inability to provide banking data that could easily be procured by entering in the information on a state-issued driver 's license. The license was presented, however, the teller refused service until the manager forced the manager to complete the deposit slip directly.

Company response to consumer: Closed with explanation