Consumer complaint received 2023-05-16
Company: JPMORGAN CHASE & CO.
State: VA
Product: Checking or savings account
Sub-product: CD (Certificate of Deposit)
Issue: Managing an account
Sub-issue: Problem with fees or penalties

Complaint:
On XX/XX/XXXX, I called Chase customer service about an upcoming CD maturation on XX/XX/XXXX, which I read will auto-renew unless I explicitly requested for it not to be within the 10 day grace period. I asked the representative assisting me to " cancel the renewal '' of the CD as I did not want it to be renewed. The representative then relayed to me that she had completed my request and canceled the CD. She followed that up by saying I will receive the {$100000.00} amount I had invested back in my account. When asked about the interest I had earned, she said that it would not be included since that is the penalty for the cancellation. I responded that I had not requested a cancellation of the CD and she had not confirmed neither my understanding of the fees associated nor her understanding of my request to " cancel the renewal '' of the CD. Since she had already submitted the cancellation request, she told me she would have another team create a case for the cancellation request to be " cancelled ''. 

No one had reached out to me following the creation of the case and when I followed up a week later, I was told the case did not exist or was closed because no one was able to contact me. For the record, I have my cell phone number on file and they have confirmed that the number matched their records. A new case had to be created. it has now been several weeks since the new case has been created. I have spoken to at least 5 different representatives in that time who each have told me that the " research specialist '' has tried contacting me and was not able to reach me. I have 0 missed calls or voicemails. On XX/XX/XXXX I received a secure message in my Chase account from the research specialist with the below text. ( I have removed the phone and case numbers ) Hello, We'd like to talk to you about the issue you are having with CD accounts.

We tried to call you at the number we have on file, but we haven't been able to reach you.

If you are still having issues or need to speak with us, contact us. 

You can call us at : Chase Personal Banking Customer Service : XXXX Chase Business Banking Customer Service : XXXX We accept operator relay calls. 

Your XXXX ID is # XXXX 

Thank You. 

XXXX  | Retail Research Specialist | XXXX XXXX XXXX XXXX XXXX XXXX  I have tried to call the phone number XXXX extension many times at all times of the day any have never been able to reach the number. I have also tried replying to the message but have not received any follow ups. Calling the chase personal banking customer service number just leads to a dead end since only the research specialist is able to provide updates on my case. I have asked the representatives to escalate the matter to their supervisors or the supervisors of the research department but am told that the supervisors have no power either and the research department does not take phone calls. 

At this point I am out of options. Chase has shown that they do not respect or care about their customers or their customer 's money. I have spent many hours of my time trying to resolve this to the best of my ability. All I am requesting is that I receive the interest that I am owed due to the careless and clumsy actions of their customer service representative.

Company response to consumer: Closed with monetary relief