Consumer complaint received 2019-03-17
Company: JPMORGAN CHASE & CO.
State: NY
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Opening an account
Sub-issue: Unable to open an account

Complaint:
I do not have an account with Chase Bank but was instructed to visit a bank to endorse a Chase Bank check given to my husband XXXX XXXX XXXX by his attorneys. It was a rather large settlement that he received. On XX/XX/XXXX, we visited the branch on XXXX XXXX XXXX XXXX, New York, NY XXXX. I will not disclose the amount of money as this is a large amount to disclose. The teller was very private and polite and directed us to speak to a personal banker. We agreed and we were seated waiting to be serviced. The check was positioned on my husband 's left leg. It was placed face down to conceal the contents and the amount of the check. 

A personal banker came to ask how we could help. I explained that we would not like to discuss these matters publicly and will wait until someone can serve us in private. He disregarded and ignored our concerns and desires as potential customers. He also failed to provide and apply the XXXX Laws. I am a mobility impaired individual and have hidden XXXX. I ambulate with a walker. I will discuss later why I am mentioning this detail. The personal banker who serviced us insisted that we discuss our personal business before other persons waiting to be serviced. Without any instruction of ours or consent, he removed the check from my husband 's leg. This personal banker does not have the authority or right to confiscate any of our private property especially if it was on our bodies. This can be considered an assault or theft. To make the matter worse, he disclosed the amount of money the check was for and laughed about it. He said, " Yes, that is a large amount of money, but we can not serve you today. You must return tomorrow. '' There was no explanation as to why he could not accommodate us or serve us when there were almost XXXX people who entered after we did. We were forced to cash the check at local cashier near the bank for a fee charge of XXXX. This could have been avoided. The bank was refusing to endorse their check and accept us, customers. The check was generated by Chase Bank and they could have easily verified this information. I contacted Chase Bank several times to report the matter ( 4 times total ). The second time I called the woman was just as rude and refused to take my complaint because I did not have the name of the personal banker. The personal banker only introduced himself as " I am a personal banker, how XXXX I help you? '' He did not have a name tag present or visible. 

Upon waiting for the results of the XXXX complaints submitted and accepted, I receive a letter from Chase Bank with what seemed to be an apology and denial of my request for the bank to reimburse XXXX. I called the bank immediately after receiving the letter and explained the situation to corporate. The complaint was taken and Chase Bank promised to contact me again. There has been no interaction. It seems that the complaint fell through the cracks. 

This is the complaint I submitted under complaint number XXXX at XXXX. I wrote, " On XX/XX/XXXX, my husband, XXXX XXXX, and I visited a Chase Bank on XXXX XXXX. The address is XXXX XXXX XXXX XXXX, NY, NY XXXX. The personal banker who approached us did not identify [ himself ] but did ask how can he help us. I explained that we are waiting to speak to a personal banker regarding a rather sensitive topic that we did not wish to discuss openly and in public. The reason was that the check we were endorsing was for a very large amount. The unidentified man continued to pressure us to discuss the topic. My husband had the check face down on his left leg. The personal banker switched over from his first position and moved over closer to my husband. He retrieved the check from the body of my husband without our consent and inspected the document without our consent. After seeing [ a large ] amount of money awarded, he publicly stated that it was a very large amount from a settlement. He said this loudly and there were clients waiting in the same area we were waiting. After he continued to debate and disregarded our wishes, he told us that we would not be able to open an account on that day and that we could come back the next day. This man has no consideration or is sensitive to the needs or requests of the customer. He argued with us and advised that we deposit the check elsewhere or at another bank. The check was a [ JP ] Morgan Chase Bank check. He publicly [ embarrassed ] us and put out lives at high risk of danger. My husband and I spent XXXX to endorse this check, then we had to walk at least 7 to 8 blocks home with this large amount of money. He refused to [ serve ] us and without considering my mobility impairment stated that we could come back on another day. This is outrageous and we should not have been exposed in this manner, our business should not have been openly publicized, and this man has [ no ] right to put our lives in danger. 
He does not know who is who and what their intention is toward his customers or potential customers endorsing large amounts of funds. This personal banker was making an impression and his arrogance exposed us to danger and [ unnecessary ] costs. We could have easily deposited the check, but he refused. We had been sitting in the bank for about XXXX to XXXX minutes and [ we were ] next in line to be serviced. We feel that [ the bank ] should be held responsible for [ these costs ] that could have been easily avoided. It cost us XXXX to endorse the check at a cashier and that is a great loss. This personal banker should be removed or retrained on how to properly treat customers and how to best meet their needs. The check was over XXXX. Again, it was not his clients business and he should not have openly and publicly announced that the check was a settlement and large. If a customer is stating that they will wait until they are in a private area, then this should be respected and upheld. After all, the personal banker is not [ the issuer ] of the check. My husband 's attorney 's issued this check and they bank with Chase. Have you heard of XXXX XXXX XXXX, XXXX? The personal banker did not have any right to remove the check from my husband 's body and did not have consent to do so. This was utterly [ disrespectful ] and unprofessional. '' We feel that bank discriminated because of my XXXX condition and was under the impression that the walker was a ploy. I have been XXXX since XXXX and was also hit by a car on XX/XX/XXXX. Funds in my family are like gold especially when I can not work anymore and there is only XXXX person working in my household. Any expenses convert into financial hardship. If Chase Bank does not reimburse us XXXX we will file a suit against them concerning all the issues primarily the decision of the worker to violate my rights as a XXXX person. We will file suit for the personal banker confiscating private property without our permission or consent.

Company response to consumer: Closed with explanation