Consumer complaint received 2023-07-05
Company: JPMORGAN CHASE & CO.
State: CT
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
On XX/XX/XXXX at XXXX am went into the XXXX XXXX XXXX office of JP Morgan Chase in XXXX CT. Originally had an appointment with XXXX XXXX in regards to a HELOC account that had been compromised with a withdrawal of XXXX without any authorization, however he was unable to help us ( mother and myself ) and referred us to the new branch manager XXXX XXXX. XXXX XXXX XXXX was helpful that day to finish up paperwork for the new HELOC account due to the compromise. He gave us copies of internal emails that were sent to XXXX XXXX on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX from XXXX XXXX XXXX from the home loan support department to have us come in and finish the paperwork. We never received any notification from XXXX XXXX that this paperwork was waiting for us to complete. When we spoke to XXXX XXXX XXXX that day on XX/XX/XXXX we explained the situation on the HELOC account and requested to close out the checking account as well. On the recommendation of XXXX XXXX XXXX  that day he stated, " Don't close it out yet. Don't worry about the service charges. We can refund them. That way when you get this money back, it will be easier for them to deposit it into the account. " ( there were 4 of us ( mother, sister and my husband ) there that heard this recommendation. On XX/XX/XXXX, I emailed XXXX XXXX XXXX to request a refund of all the service charges at that time of {$50.00} into the account so I could close the account. I never heard back from him so I scheduled an appointment for XX/XX/XXXX to close the account. The online appointment scheduled me for someone else at the branch. There weas no option for me to chose who I wanted to speak with. On XX/XX/XXXX, at XXXX XXXX I walked into the branch and the teller behind the counter asked if I needed help and I said no I need to speak with XXXX XXXX XXXX ( which was standing behind the counter ). I started to ask him to refund the {$75.00} in services fees and he became very irritated and extremely rude to me stating. " I can't help you anymore! I don't have anything to do with your mother 's HELOC account. '' I then proceeded to tell him. " I am NOT here for that and all I want is our {$75.00} back into the checking account so I can close it out. '' He then proceeded to tell me " I can't give you any money back. the case for the HELOC account is closed. '' I then explained to him it wasn't and he again rudely stated that " I am not refunding your money. '' I then stated that " you said to NOT close the account and you would refund the charges. NOW you are not going to do that?!!!! '' " You have the authority to refund my money at your discretion, you can refund me. '' he again said no. I then became very upset and withdrew the remaining amount in the account instead of closing it because when I asked about the copies of the transaction online and asked how come I wasn't able to go back the 7 years like it stated online. He snapped at me and said, " I don't know, we can call the help desk de and ask them. '' I asked if I could request copies of all our checking account statements from XXXX when I was added onto the account after my father passed to present. He again extremely rude and cut me off as I was speaking said, " We need a letter from the state stating a 5 year look back then we can give you the copies for free. If not you will be charged. '' So, I said " Ok let 's call the help desk. " He snapped " I am not calling ; you can call the number on the back of your card, and they can help you. '' He then finished the transaction and gave me the balance remaining in the account and I left. I am filing the complaint about XXXX XXXX and his lack of communication and competency do take care of the HELOC account paperwork, I am filing a complaint about XXXX XXXX XXXX and how he advised us to leave the checking account open and he would refund the services charges and then didn't and his rudeness and unprofessional manner in which he handled the interacting with me.

Company response to consumer: Closed with explanation