Consumer complaint received 2020-01-30
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:
On Tuesday, XX/XX/2020, I went to Chase Bank at XXXX XXXX XXXX XXXX. The timeframe sometime after XXXX XXXX. 

I spoke to a banker and ask to open an IRA account. He then introduces me to a financial advisor. I sat down with ( XXXX XXXX ) and explained that I would like to open an IRA account for the exact amount of {$3200.00}. 

I gave Mr. XXXX some context and explained that shortly after my accident last year I was laid off. I took a loan from myself while I was with that employer and because of misinformation, the repayment check was sent back to me. I clearly explained that I would like to open an IRA as instructed by the 401k customer service team. Otherwise, there are heavy tax penalties. I did not have to give him context. All I wanted was to extend my business with Chase Bank by opening an IRA account. I also did not ask to cash the check. 

At some point, Mr. XXXX asked me if I have a Chase Banking app? I said, yes. I gave him my Chase bank card and ID. He took a look at my account. However, he did not open the IRA. 

Instead, he asked me IF I am an American Citizen and do I have a social security number? I said, yes. He continued from there and told me that he would send me a link to my phone. Of course, he verified the phone number since he was able to see my Chase information via his screen. 

Mr.XXXX  also said to me, that IF I am a US Citizen and IF, I have a social security number? Once he sends the link, it should be really simple for me to figure out. All I would have to do is click on You Invest ( since there are only two options ).

1. I can choose to invest on my own by choosing from the Fortune 500 companies listed or 2. I can choose the second option ( IRA ) and then come back to deposit the check. 

He would be able to see which option I chose and deposit the check. 

Mr. XXXX repeated again that he would have one of his financial advisors send me the link before I can make a deposit. I spoke with him a bit further and asked him a question about a letter that stated personal funds going to NY State if not claimed. This had nothing to do with the transaction at hand. However, I was wondering why am I being turned away as a customer? 

It was during the off-topic conversation, I came to the realization he thought my requested transaction was fraudulent?? 

I left that location and bank feeling mistreated and racially profiled. So many questions flew through my mind. I'm already a customer of this bank, therefore why question my citizen status? I also wanted to invest in my future so, why would I be turned away and told to come back to make a deposit? 

After speaking to a friend, they confirm that I should not have been treated this way. At some point after XXXX XXXX, I received the text with the link from Chase that Mr. XXXX said would be sent to me. 

Why was I turned away? This mistreatment left me questioning Chase bank as a whole and my confidence to be treated fairly, equally and as a valid customer. 

I even went to my second bank to open an IRA account there since I was mistreated at that Chase location. I only left my second bank since they had a waiting line. 

The following morning, I decided to use the link. But I still felt perturbed by my treatment the day before. So, I went to a different Chase location and was taken to see a new financial advisor. The treatment was completely different. I was treated like a customer and was not asked to use a link or returned away from making my deposit.

Company response to consumer: Closed with explanation