Consumer complaint received 2022-12-15
Company: JPMORGAN CHASE & CO.
State: MI
Product: Money transfer, virtual currency, or money service
Sub-product: Check cashing service
Issue: Confusing or missing disclosures

Complaint:
I received a check in the mail from my car insurance company. The check was drawn from Chase Bank. The check was written to both my wife and I. 
Both my wife and I, arrived at the Chase Bank at XXXX off of XXXX XXXX. When we arrived there were 2 customers being taken care of at the window. The representatives were extremely kind to them and they were all having holiday and life conversations. Once it was our turn to approach the window, we were greeted with a simple and dry what can I do for you? The change in tone made me feel uncomfortable ; it was very different from the conversations and tone that was being given to the previous customers. 
We presented the check and we were told by two employees that it was a chase policy, that they were unable to cash our check. My wife and I, asked why ; the representatives stated that the Chase policy stated, you can not cash a check that is written with two names on it. I said, but both parties are present and we both have 2, pieces of valid government issues Identification. I dont understand whats going on. 

I asked can you get a manager to assist, this just doesnt make since. The second representative chimes in and reiterated that that is the Chase policy and we can not cash that check ; sorry. There is no manager available, again this is the policy for all Chase branches. 

The original representative stated he would try and run the check but it wasnt going to work, but since I insisted, he would try. 

He goes in the back of the office ( where we cant see him ) and he comes back and says, unfortunately it did not work. Youll have to deposit the check at a bank where you have an account. Have a nice day XXXX XXXX. 

Although, he was speaking to me, why would he come back he only address my wife. 

My wife and I, leave the bank. My wife wasnt feeling well so I took her home. I had another errand to run, and as I was driving, this situation just didnt sit well with me. I felt that I was treated differently because I was XXXX XXXX. The customer service representatives were Caucasian  and the customers who they were assisting before my wife and I, were also Caucasian ; those customers whom the representatives were overly kind to. So kind that in observing, my wife said the people here are very nice. 
Why didnt they show that same kindness to my wife and I. Why wouldnt they get a manger for us, attempt to get one on the phone. Try to find a way to assist my wife and I through this process? 

On my way to my next stop, I saw another Chase branch. I decided to stop. I go into the branch and present the same check and explain the previous situation to the representative. She stated, I can cash this for you but I need your wife present, and you both will need 2 pieces of government issues IDs. 
I also asked this representative, what was the policy on checked issued to, two individuals. She pulls up the policy and she said there is no where within this policy that it states we can not cash checked issued to two individuals. 

I went back home, picked up my XXXX  wife, to drive her to the XXXX XXXX  branch. We arrive, the representative asks for our 2 pieces of ID, and runs the check, in front of us through the machine, not in the back office where we cant see, and cashes the check. She made us aware that there was a {$10.00}, check cashing fee, we agreed and she counted out our money and placed it in an envelope. 

My wife and I feel discriminated against. Why did the first branch deny our check to be cashed, why were we greeted and treated different from the customers that were serviced before us? 

This interaction and experience caused me to feel sick to my stomach with a tightness in my chest. 

I contacted Chase customer service and Chase headquarters out of Ohio, both representatives and supervisors told me that there was no policy that prohibits checks from being cashed because there are two people listed on the check. The supervisor at headquarters, apologized that I had to go through this and assisted me in starting a customer complaint case. 

I filed a discrimination complaint directly with Chase Bank on XX/XX/22. 
Case number : XXXX Thank you for looking into this matter, XXXX XXXX

Company response to consumer: Closed with explanation