Consumer complaint received 2023-04-20
Company: JPMORGAN CHASE & CO.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
On Thursday, XX/XX/2023 I reached out to chase bank via their customer service business line to speak with someone about my getting my bank information verified on bank letterhead. I was also calling to get information on how to accept and process credit cards on my business account. I spoke with XXXX who told me she can set up an appointment at a branch and someone can assist me with getting my bank information on chase letter head. She set up an appointment for me and I explained that there is no longer a business banker at the branch my account was opened at. XXXX scheduled the appointment at the branch I opened the account with and then she told me that she would get me over to merchant services to address my credit card processing questions. I asked her how would I know who i am supposed to meet with after she said she successfully set up the appointment and she said that I would get an email shortly. She placed me on a long hold and XXXX answered the phone from merchant services. I told him what I was looking for because this was a cold transfer. He proceeded to ask me several questions none of which I could answer then he said he would need to transfer me to another area because i did not have an account set up. I asked him if i could get the information at a chase branch which he did not answer right away, but he finally told me that I could. He asked me for my account number so he could transfer me and i told him that I did not have it in front of me. I only had my debit card in front of me. He told me that he could not transfer me if i did not have my account number. I told him ok but I was irritated because this was becoming more of a big deal than it needed to be for me to just get some general information. I did not receive an email telling me I had an appointment. I called the customer service business line again and I spoke to XXXX. I explained that I was trying to find out who I was meeting with for my appointment that was set up earlier. I explained that it was set up by someone I spoke to earlier. She kept asking me if i checked online. i asked her what i was checking for online and she asked me who set up the appointment. I told her someone from her department. She said i can go online to see the appointment. I asked her if it would tell me who I was scheduled to meet with online and she said she did not have access. I asked her why she was asking me to look online for something that I did not set up on line. She explained that I can go online and set up another appointment if I did not see one and then she asked me if I used the app or online trying to find out how i set up the appointment. I explained again that I did not set the appointment up, someone else did and all i want to know is who am I meeting with so I would know who to ask for when I arrived to the appointment. She began to explain that she can't set or see appointments online and that i can set up an appointment online. Frustrated I told her that I am not interested in scheduling any appointments online and explained that I needed to verify my account. She then transferred me to someone else and I did not catch their name. This person took me through the same exchange. I asked could I speak to a supervisor and she told me that she was a supervisor. She offered to connect me with the branch where my appointment was scheduled so i could ask them. After waiting on hold for a few minutes she said no one answered but I can call them back later if i wanted to. I explained that I simply want to verify my account. She transferred me to someone in confirmation who identified himself as XXXX. I explained what I was looking for and XXXX  verified me and then he told me that it would take XXXX business days to receive my request via mail. I told him ok, then I asked him if i can speak to someone about accepting and processing credit cards through my business accounts. He offered to get me over to credit card services. I told him that I don't think that is where I need to go. I explained to him again and he told me that credit card services is the correct department. I asked him what does that department handle and he said any questions you have about your credit card. Once again I explained that I don't have any questions about my credit card and that is the wrong department. He then told me to call customer service. I explained I called customer service already. He told me again to call customer service. I told him again I had already done that and I questioned why he wasn't listening to me. He told me again to call customer service. I asked him if i could escalate the call. He said he could not escalate the call for the reason i was calling and that I would have to call customer service. I told him that I wanted to speak with a supervisor concerning confirmation. He went back and forth with me concerning this. Then I told him that I wanted to speak with a supervisor to complain about him because his handling of the call went from ok to terrible. He told me to call customer service and hung up on me. I never received the email so I am not going to an appointment to meet with someone in a branch to get everything addressed i was calling for without a confirmation or knowing who i am suppose to meet with. This was a complete mess. I want to escalate and address XXXX hanging up.

Company response to consumer: Closed with explanation