Consumer complaint received 2023-01-12
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Chase Bank at XXXX XXXX XXXX, XXXX XXXX XXXX XXXXXXXX on XX/XX/XXXX wanted to access my safety deposit box but was informed that it was opened by Chase because they can not identify the owner and the content was sent to a different location for safe keeping. I made a request for the content to be sent back and the belongings include golden wedding bracelets that has cultural significances for my wedding on XX/XX/XXXX. Prior I did not receive any letters indicating that my safety deposit box was opened. 

I was informed by different Chase workers, including XXXX XXXX, that my contents will arrive in XXXX business week. 

on XX/XX/XXXX, I emailed branch manager XXXX XXXX to follow up and was informed that my content will arrive XXXX business week from the day of making the request on XX/XX/XXXX. XXXX stated that she will email the safety deposit team for a follow up. 

on XX/XX/XXXX, was informed by XXXX that the request of sending my content back to Chase was sent to the Safety Deposit Department but for some reason they did not receive the document and was not processed. XXXX resent the request for the XXXX time. 

on XX/XX/XXXX, went to the XXXX XXXX branch as my content arrived. XXXX and another female staff were present ; however, they were unable to provide us with a safe and discrete area to check my valuables ( which includes gold and cash ). I asked for a more discrete location. XXXX only offered her office which has celling to floor windows that customer can easily see what is happening. And an alternative which was a desk outside of her office which has an approx. XXXX ft high barrier which various clients were peeking over to see what was happening. Both locations offered to check my content did not provide any safety or confidentiality. Customers going into the branch was able to see what was going on and what valuables I had which I obtained and cause for high risk for me to be get robbed and physically assaulted. 
I made a claim because XXXX of my wedding bracelets were visually damaged due to Chase transporting my belongings to and from the branch. These wedding bracelets had cultural significance where my mother was supposed to give it to me during a tea wedding ceremony on XX/XX/XXXX but can not be used due to the bracelet being damaged. 
On XX/XX/XXXX, XXXX verified that she submitted the damage claim when I emailed her the pictures on XX/XX/XXXX. XXXX, XXXX stated that the claim will take up to XXXX days to assess and process and the XXXX security team will reach out to me for any follow ups. 

On XX/XX/XXXX, email XXXX to follow up about this matter as I did not get any response yet. 

On XX/XX/XXXX, emailed XXXX, cced XXXX XXXX and XXXX XXXX to follow up again as there were no response from XXXX since my last email exchange on XX/XX/XXXX XXXX XXXX called me stated that he does not know why this matter has not been resolved. XXXX mentioned that a claim staff should of called me to follow up to resolve this matter therefore XXXX or XXXX did not call me back to follow up. XXXX could not provide a reason why XXXX was unable to follow up with my concern after my email on XX/XX/XXXX. XXXX informed me that this claim will be escalated where a claim staff will call me within XXXX hrs. 

XX/XX/XXXX, a person name XXXX ( did not provide last name and unknown number ) from Complaints Escalation left me a voice message. For some reason he thought I picked up the phone. He paused a several seconds for a response then stated, regarding no response for this call, I will be disconnecting his call.

Company response to consumer: Closed with explanation