Consumer complaint received 2023-05-13
Company: JPMORGAN CHASE & CO.
State: SC
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Unable to open an account

Complaint:
This all started about a year or two ago when I first opened an account with chase. I wasnt happy with the excessive NSF fees I was charged by them in a very short span of time almost {$2000.00}. So I decided to change banks but my account was overdrawn by almost {$700.00} in fees. So fast forward to XXXX XXXX I called to see about establishing a new account with chase since they are more stable then my current bank. When I called and spoke with the recovery department they said I could open a new account if I set up an arrangement to pay off the old one all I had to do was go to the branch and have the branch call the department to have them authorize the new application. So I went to the branch today located a XXXX XXXX XXXX. XXXX the banker I first worked with started the interaction off on a bad note when trying to open the account. I had already spoken to the people I need to so I could open the new account. I told her to start the application and call the recovery department. After I explained to her the situation she said Thats not how we do things at chase call the people you spoke with and get their information. I left and called the department back and spoke with XXXX who confirmed I was giving the correct information by her department, they informed me the proper policy for my situation and said to go back the the branch and have them call. So I went back with all the information in hand talk to XXXX the same banker, was told we close in an hour, come back tomorrow, I dont want to open an account for you, if this takes longer then an hour then Im leaving she finally called the recovery department after I repeatedly asked her to and she spoke with XXXX who said that I had to pay first before opening the new account, when I asked why I was informed something different by two different people he said I dont know after all that I asked to speak to the branch manager because I was getting two different stories for different people. The branch manager said he would have to pull up my account to figure out the issue but I need to give him a second since he was working the counter. When I was finally able to speak to the branch manager he didnt even hear my side of the situation, he immediately went to the banker asked what happened and took her side. When he and I did speak he keep refusing to look into this situation and said well Im telling you that we are not going to open the account until you pay. I asked him why the recovery department are telling me something different even gave him the agent ID for XXXX and he still refused to do anything and took a tone of get out of my branch. After calling the proper department again and escalating it to the management team there I spoke with XXXX and he informed me that XXXX and the branch manager and XXXX where actually incorrect and that in fact XXXX and the other agent had given me the correct information. Both XXXX and the branch manager should have reached out again to do more research into the issue not just take it at face value and refuse to even start the application. So all in all because of the lack of training and a failure to do their due diligence I am now left with no bank account to receive my paychecks and having to find time to go to another branch over 20 minutes away. The only reason why I am still pursuing an account with chase is because of bank stability in the current economy crisis.

Company response to consumer: Closed with explanation