Consumer complaint received 2023-06-29
Company: JPMORGAN CHASE & CO.
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
In XX/XX/XXXX, I received my Checking Statement from JP Morgan Chase Bank. I noticed that instead of the usual {$.00} Balance which I had for a few years as the account has been dormant. I used the checking account when I lived in XXXXXXXX XXXX. I then left in XX/XX/XXXX to live in XXXX, having taken a position as a XXXX XXXX XXXX ( specializing in XXXX ) with the XXXX XXXX and later, XXXX XXXX XXXX XXXX. Also, as a Veteran, I had a free XXXX XXXX XXXX, along with one that I had paid for. When I left XXXX, I had not closed the boxes but went back in XX/XX/XXXX, to close them both. Or at least I thought I did. 

The Checking Statement showed that I owed {$48.00} as I had been charged an annual fee for the " free '' Veterans XXXX XXXX XXXX. I was confused so I called the local branch where the box is located at XXXX XXXX XXXX XXXX XXXX OH. I spoke with the Bank Manager, XXXX XXXX ( XXXX ) on XX/XX/XXXX. He said he would look into it as I told him I had never received any notification that the box was no longer free and I said I had closed it. I called back on XX/XX/XXXX, and spoke with him again. He said that while the paid box had been closed, the " free '' box for Veterans had not been and is no longer free. A letter had been sent to me giving me one month to close the box or be charged an annual fee. I told him I had closed the box. He said it had not been signed for. I also told him I had never received a letter about this fact. He said I had received one. When he looked for it, he could not find it. I told him to escalate the matter to the corporate level. 

On XX/XX/XXXX, I called Customer Service. I spoke with XXXX from XXXXWhen I asked him to look for the letter, he said that only the Branch has the letter as they have the code to access it. Corporate does not have a copy of the alleged letter sent to me. 

On XX/XX/XXXX, XXXX ( XXXX x XXXX ) called from the Escalation Dept. I believe he was from overseas. He said he was the final arbitrator. He said a letter had been sent to me at my address. I also need a POA to close the box, if I can not come to XXXX, and the key for the Veteran 's Box. The XXXX for this action was XXXX. 

I asked him why would I keep a box that I was never going to use as I had left XXXX. And if I even had the box, why was I not informed by letter as I never received it. He said he had seen the letter which is why he was telling me I had received it. 

Paying the {$48.00} is no problem for me but I do not like being taken advantage of. I then went to a local Chase Branch at XXXX XXXX XXXX XXXX. XXXX, VA XXXX, and spoke with the Manager there, Vice-President, XXXX XXXX XXXX ( XXXX ). She was kind enough to look up the letter finally. The letter was addressed to me on XX/XX/XXXX, but to an address in Texas. ( XXXX XXXX XXXX, XXXX XXXX TX XXXX ). For some reason, they sent it to XXXX XXXX XXXX. The letter has my name on it! ( A copy is attached ). XXXX XXXX then said she would re-escalate the complaint to Corporate. I then waited 2-3 weeks. I then went to visit her after I had called her a few times and she did say I should be expecting a call. XXXX XXXX said that Corporate had said that she should not have re-escalated the issue for me and the decision was final. I took it that they had been angry at XXXX XXXX for assisting me on this matter. 

At this point, the following has occurred. 
1. I was not sent a letter notifying me of the new policy. Their error which they refuse to admit to. 
2. I can not find the key to the box as I know I closed it over two years ago. Even if I get a Power of Attorney to get it closed, without the key they are saying I need to pay to drill out the lock which is expensive and will be charged to me. 
3. I am being charged for the annual upkeep of the box, as well as late fees ( I assume ), and eventually credit reporting ( my credit is excellent ). 
4. I have spent a lot of time on this matter which has not been my fault. It has been very inconvenient and frustrating knowing that either this has been handled either in a deceptive manner or not sensibly. As a Veteran who trusted Chase, it is very disappointing and I intend to close my remaining accounts ( credit card and checking ) if it is not resolved in a fair way. 

I hope you can help to resolve this. The only alternative is to go to social media as fighting a corporate banking institution, which I have banked actively with in the past, is not easy. I appreciate your help. Thank you.

Company response to consumer: Closed with explanation