Consumer complaint received 2023-09-14
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/XXXX I went into a local JP Morgan Chase Bank in XXXX, IL to make 2 deposits : one into my checking account with my husband XXXX XXXX XXXX and the other is joint account with my son, XXXX XXXX XXXX his XXXX account with the bank. I normally write out my checks at home with a security pen. But, this day I was rushing to run my errands. I have a lot on my plate : I am a recent XXXX XXXX survivor still under several doctors care and I've been taking care of my mother. Who is XXXX yrs old and a recent XXXX XXXX XXXX. She has been living with us since XX/XX/XXXX and she has health and mental health issues. My son was home for the summer from XXXX  does not drive, though he's XXXX yrs old. I run everyone around and my schedule is tight. My husband travels for work. 

So, I was trying to run errands, when I came into my local Chase Bank to make deposits to our respective accounts. When it was my turn I asked the teller if she needed to see an id, because I was going to write out the checks in front of her and she said, " No as long as I used my debit card and entered the pin #, it would serve as my id. '' So, I wrote out my first check, XXXX XXXX  for {$100.00} to be deposited into my son 's XXXX account. I am joint on this account with him. I signed and completed the check in front of the teller. I handed it to her and she took it away. When she returned she told me that I had to write out another check because I had mistakenly put pay to XXXX XXXX, but he wasn't presence to endorse the check. I acknowledged my mistake and I drew a line through his name and wrote my name XXXX XXXX instead for the deposit and initialed it. But, before I could endorse the back of the check the She stated that the check had to be VOID and rewritten. She stated that an initialed check was not allowed and I must rewrite a new check. 

I questioned this since I have previous work experience with handling money. I worked in a XXXX XXXX for XXXX XXXX XXXX in XXXX on XXXX XXXXXXXX in XXXX XXXX XXXX. There we did allow for initialed mistakes if the check was written in front of us, which I had just done with this teller. I also was a manager in retail for years including XXXX XXXX XXXX XXXX and several rXXXX XXXX At XXXX XXXX I was over the XXXX XXXX and once again we allowed for initialed mistakes to be corrected if the check was written in front of us with the proper identification. However, when I challenged her on this she started arguing with me. She even told me that she was doing me a favor because she'd been assigned to work the drive-through window that day, but came over to work the line down. I mentioned that I thought that I was at the usual secondary teller window, but that's when she pointed out that I was not. I was standing at a teller booth that's not usually open. So, I told her, " You are not doing me a favor. Because I'm going to another teller, because you and I are not on the same page. '' As I was leaving her window she yells out, " You're going to have to wait! '' and I responded that " I'd rather wait, then work with her. '' There was no wait. My new teller was available immediately. So I stepped up and and began explaining why I moved to her window and what I needed done. As I'm talking the teller I'd had problems with came over and interjected herself into my conversation and begins to argue with me. When I answer her back, She points her finger in my face and says, " That I had better stop yelling. '' I told her that I am not yelling and I immediately tell her to bring me the XXXX, because I am through interacting with her. The teller assisting me never said a word. The problematic teller goes over an grabs a woman, who has waited on me several times before as a teller. Now, this woman is presenting herself the manager. I'm stating that I was expecting a branch manager. I precede to relay what transpired. The woman listens halfheartedly and as I'm speaking the problematic teller interrupts me over and over. The " manager '' does not send her away or correct her behavior. The teller was very demonstrative and loud. I would call her behavior belligerent. No one apologized for her behavior. After speaking with the " manager, '' I complete my transaction and leave the bank. The 2 new checks that I had to write were check XXXX XXXXXXXX to my for my joint account with my husband for {$150.00} deposit. Account XXXX XXXXXXXX and to myself for my son 's account a deposit of {$100.00}, check numbered XXXX XXXXXXXX for XXXX ' XXXX account that I am also on. his account XXXX XXXXXXXX. The checks were written on my joint account with husband XXXX XXXX XXXX with XXXX XXXX ( XXXX ). He has had this account since XXXX XXXX. My Chase account is XXXX XXXX XXXX originally owned by XXXX XXXX, opened when I was XXXX years old. I am now XXXX yrs old. 

When I returned home I called the Chase XXXXXXXX XXXX  and asked how I could file a complaint on the teller. The customer service Rep. Assured me that I could file the complaint with him and after taking down the details he promised that I would be hearing from the branch manager very soon. He also looked up the branch manager 's name, though he could not give it me and reported that the branch manager is not a woman but a man. I waited to hear back from branch manager, but after a week and a half. I returned to the bank only to be told that he was out and I was given his card : XXXX XXXX, Branch Manager, Vice President, XXXX ID : XXXX, at XXXX XXXX XXXX XXXX, XXXX, IL XXXX. The phone number is ( XXXX ) XXXX. I check my banking on-line everyday and on XX/XX/XXXX, I saw a check transaction written on my canceled check from that incident at the Chase Bank ( XXXX XXXX XXXXXXXX ) for {$900.00} paid to XXXX XXXX XXXX I immediately pulled my check register and verified that was our cancelled check and began trying to call XXXX XXXX. But, it was early they rerouted my calls several times to the wrong dept. So when my local XXXX branch opened I went in after XXXX XXXX. I was first assisted by XXXX XXXX ( XXXX ) XXXX, she then turned me over to XXXX XXXX, Retail Relationship Manager Banker, XXXX XXXX : XXXX XXXX XXXX, XXXX, IL XXXX. The phone for XXXX is ( XXXX ) XXXX. I've worked with the branch manager before so he came over and assisted as well, XXXX XXXX, Branch Manager, Vice President, XXXX XXXXXXXX. His phone number is ( XXXX ) XXXX. It was the branch manager who told me to contact your agency. We were told on our second visit that day, ( I returned with my husband XXXX XXXX ) since he's the primary on the account that the check went through. They had requested that I file a Police Report, so I went into my City 's police station ( XXXX, IL ). XXXX, XXXX XXXX of XXXX XXXX patrolman XXXX XXXX XXXX XXXX, and XXXX XXXX XXXX me a case # XXXX. The phone number for XXXX is ( XXXX ) XXXX and the email for XXXX XXXX is XXXX They goggled the casino and it's located in XXXX XXXX, but XXXX and I were in IL in are XXXXty residence. They asked me if I had the cancelled check and I assured them that I would look for it. I found the check and photocopied the front and the back and sent the police dept. and XXXX. the bankers. If given the opportunity I can upload to your office this photo. It's as the day it was written only to be deposit to me into my joint account with my son XXXX XXXX for {$100.00}. Now, only 2 people handled this check, myself and the belligerent teller. I was never given her name but she is XXXX, a woman in her XXXX XXXX to early XXXX XXXX under XXXX '', with dark brown curly hair. XXXX skin, unsure of the eye color. I did not see any noticeable marking, tattoos, or piercings. and she was assigned to the Drive-through on XX/XX/XXXX at XXXX. My teller who completed my transaction is XXXX on XXXX # XXXX. I saved my receipts for both transaction. I need this investigated and I am willing to prosecute whoever is involved. We have had to close and reopen our account with XXXX XXXX at a terrible inconvenience to us. We did have to switch automatic pays to various companies at some expense to ourselves, since all fees were not waived when transactions did not go through, though our bank tried to catch most of them. They weren't all caught. I also feel that my accounts with JP Morgan Chase have been compromised as well if this is an internal issue. I can only say this check was handled by myself and the teller who's schedule and name should be easy enough to locate at that bank since there are two women who witnessed her speaking to me. The teller who completed my transactions and the " manager '' she used to represent management that day. I have followed up my local Police Dept and because this all occurred over a holiday weekend things have been moving slowly. but, I need answers. I feel my accounts at both baks have been exposed. Thank you for any assistance you can give me.

Company response to consumer: Closed with explanation