Consumer complaint received 2019-12-27
Company: JPMORGAN CHASE & CO.
State: WI
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I am a current customer at Chase Bank. I have been there for several years and never had any problems with the customer service until XX/XX/2019. I currently bank at the following location : Chase Bank XXXX XXXX XXXX XXXX XXXX, WI XXXX XXXX. 
I have a personal and business account. 

On XX/XX/2019, I entered the bank between XXXX and XXXX XXXX XXXX XXXX. The purpose of my visit was to get a replacement for my debit card. I noticed a seat near the window was vacate and decided to sit down and wait for some assistance. There was a male sitting next to me and a female employee working near the window. The man was waiting for assistance. We made eye contact. He had a disapproving look in his eyes and quickly diverted his eyes elsewhere. 

I continued to wait even after the man sitting next to me was assisted. After waiting several minutes more, another customer came in and sat on my right side. It was then that XXXX XXXX, a private client banker, came out of his office. He approached the guy sitting to my right and asked him if he needed any help. I immediately got up and asked Mr. XXXX when I was going to be assisted. I pointed out to Mr. XXXX that I had been waiting for assistance. I went on to ask him, " Why you ignore me? I was here before this guy? '' Mr. XXXX responded, " Oh, no, I'm talking to you now. '' I responded to him by saying,, '' No, You're talking to this guy. '' Finally he said, " Ok, Ok. Come into my office. '' It was then I finally got service. At XXXX XXXX, I was finally able to get a new debit card. I kept wondering how much longer I would have been waiting if they guy hadn't come in. 

I returned to the bank on XX/XX/2019 between noon and XXXX XXXX to complain about what happened on XX/XX/2019. Mr. XXXX was working alone and recognized me from the previous day. I asked him if I could talk to the boss and he said that he was the boss. I went on to ask him, " How can I complaint against you? '' He never gave the information on how to file a complaint. It became clear that I wasn't going to get anywhere with him so I left and decided that I would return on Monday in homes of getting the information necessary on how to file a complaint. 

I returned to the bank on XX/XX/2019 and talked to a teller. I gave her my contact information. She forwarded the information to XXXX XXXX, Branch Manager and Vice President, via email. Mr. XXXX called me on XX/XX/2019 at XXXX XXXX and left a message. I missed the call and wasn't able to get the message. 

I decided to return to the bank on XX/XX/2019 in the afternoon. I gave the teller my email address so that Mr. XXXX could email me instead of calling me and so we could come up with resolution. 

Mr. XXXX and I met on XX/XX/2019 at XXXX XXXX. During the meeting, Mr. XXXX informed me that he couldn't provide any assistance because it was a different department. He didn't give me the name and contact information of the department to complain to. When the issue gets investigated, there is amply security footage that was recorded on XX/XX/2019. I could easily tell there are several security cameras watching everything that happens in the bank.

Company response to consumer: Closed with explanation