Consumer complaint received 2017-06-27
Company: JPMORGAN CHASE & CO.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
we opened 2 business accounts with Chase Bank on XX/XX/XXXX with combined balance of XXXX. This was to be a reserve account. We had a lot of trouble getting online access set up, and the branch banker and business banker were not very helpful about the process. After having the account, the owner needed to have cash used to purchase a property. I moved most of the funds out, leaving about 8,000.00 between the two accounts.  We were charged fees, so I added some more although that seems a decent figure to avoid fees. As we still got charged XXXX per month, the owner approved closing the checking and savings account. The bankers, including branch manager, business banker, etc gave us a very hard time and we had to have more than 6 phone conversations from the owner to close them, and then they still created problems. This included instructing us to call the business banking customer service to request they send a cashier check to close the accounts and then we were told there was 'too much money in the account to do so ''. The owner is a XXXX XXXX who has a very busy practice. The branch manager would not accept a letter instructing them to let me help close the accounts. This took from XX/XX/XXXX until XX/XX/XXXX for them to close the accounts. This included me sending a letter on XX/XX/XXXX saying we had written a check to XXXX out the accounts and please close them, which was ignored. This included 3 phone calls from the owner, the XXXX, to close the accounts at which point even more complicated reasons were given about how we could not do it by phone, or we could but not with them, or if we faxed in a signed letter they would close it but ONLY if we had the business name, address, EIN, account numbers EXACT would they close it. The last phone call on XX/XX/XXXX, the branch manager said that I was to email her once that letter was faxed to the JP Morgan Chase Account Closing department, which I did. She then ignored the email and send an email to the XXXX scolding him for letting me email when she had told him, and me, which was heard by a 3rd person, my assistant, to email her the minute I had send the fax so that she could reverse all the fees and the account could be closed - she scolded the owner that I could not email her as I am not a signer. I have attempted to file a Better Business Bureau complaint of terrible service, hostile communications and just plain nasty communication from the 'service ' staff and the BBB said this is not their 'issue ' or area of handling. I think the branch at XXXX XXXX XXXX XXXX, XXXX, Fl should be given a reprimand and the bank fees paid back to us. The XXXX should receive a written apology. The business banker, XXXX XXXX, called him in XX/XX/XXXX while he was traveling and turned the conversation into a shouting match. The same occurred with me on 2 instances, when I had emailed her to find out why the branch would not close the 2 accounts, she called and said that she 'could not talk to me ' as I am not a signer. Why call me then? I have handled the business finances for 16 years, also worked for a bank for 2 years and handled may other small business accounts for other companies in the last 20 years. I have never had a bank manager or staff be so hostile, unhelpful and seemingly intent on proving the customer COMPLETELY wrong in asking to close an account. I believe the accounts are closed but ca n't tell as the bank manager never confirmed this but instead sent the email to the XXXX saying I was not allowed to email her. I can not access on line so can only guess the accounts are closed. She had promised on XX/XX/XXXX to reverse all fees to allow the account to be closed by the closing dept and then did not do that for 3 days.

Company response to consumer: Closed with explanation