Consumer complaint received 2020-05-04
Company: JPMORGAN CHASE & CO.
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
I can not get anyone by telephone who will service my accounts reliably at JP Morgan Chase. I have complained about this problem for years to the CFPB with no change. Today, I was again on hold for over an hour with various employees of this bank. ( My smart phone indicates that I was on the call for 1 hour, 2 minutes and 56 seconds, starting at XXXX XXXX. ) I called the number for customer service ( XXXX ) that is printed on my XXXX statement and reached someone overseas. She had an accent and there was a lot of static on the line that made it impossible to hear. The woman said initially that she would help me and promptly asked for information that I had just entered twice when prompted by their answering machine, twice, before she came on the line. After her wasting more time, she then announced that she could not help me after all and that she would have to transfer me to someone else. 

So this person transferred me to a second woman who claimed that her name was XXXX and that she was located in XXXX, TX. She refused to provide an employee identification number of any other kind of identifying information. 

XXXX asked me for the same information, for the fourth time, that I had had to provide 3 times previously just seconds ago. After I provided it all to her again, for the fourth time, she then announced that neither could she service this account since it was a JP Morgan account. She told me that I needed to call XXXX to get someone who would service the account. When I asked why the other number was printed on my statement for customer service instead of the number she was giving me, she had no explanation. Despite this, XXXX then transferred me to someone who claimed that her name is XXXX in the XXXX private bank of JP Morgan. XXXX also refused to provide an employee ID number or any other identifying information. 

XXXX claimed that one of the first two people I spoke with had to service the account and proposed to transfer me back to their division, where Id had to wait for a very long time until someone picked up the call. I insisted that she remain on the line because of what had just happened and also told her that they refused to service the account and said that her division would have to handle it. What XXXX claimed was denied and contradicted by people who worked in the division that XXXX said would service the account. XXXX finally consented to remaining on the line until someone in the other division picked up. After several more wasted minutes doing this, she came on the line and said that her supervisor told her to take the information I had called about ( to stop payment on a check ). When I gave her the information, I asked for a control number or reference number for the stop payment request. XXXX gave me the reference number XXXX for the stop payment on the check. 

I then asked XXXX why JP Morgan Chase habitually engages in unfair, deceptive and abusive behavior of the kind I just described. She had no answer. 

I strongly urge the CFPB to listen to the recording of the conversation I had with XXXX, as I mentioned many other problems I have with her bank and asked that she report it up her chain of supervision. 

If the CFPB has ever done anything about numerous similar complaints Ive filed with it concerning persistent problems in servicing my JP Morgan Chase accounts, it has been ineffective, given that they endure and remain the status quo. Officially, various divisions of JP Morgan Chase habitually refer me to other divisions, with none of them being reliably available to service the account. Why cant the CFPB force JP Morgan to provide reasonable services on XXXX of its own checking accounts, especially in view of the fact that various other departments it continues to try to dump responsibilities on are refusing to service a JP Morgan account?

Company response to consumer: Closed with explanation