Consumer complaint received 2022-09-12
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
XX/XX/XXXX Bank erroneously drills open my safety deposit box using a third party. Box number XXXX belonging to unknown tenant is inventoried witnessed by two bank employees XX/XX/XXXX I went to access my box with bank employee and we both stopped, horrified as we saw the locks had been drilled out and my box was opened. He reached for the box and I told him not to touch anything. 
He called another employee over and she opened door and pulled out an empty box. I felt like I was going to pass out as my XXXX XXXX startedmaking me feel very uncomfortable. She left to make a phone call after I asked her where the contents of my box is. She then informed me that the manager was on vacation and wouldnt return till XXXX XXXX I had to wait 4 days to find out if all my items were stolen. I felt XXXX  and XXXX  as I left the bank with no explanation. 

XX/XX/XXXX Manager tells me he had heard about the incident but there was nothing he could do at the moment XX/XX/XXXX Letter dated XX/XX/XXXX arrives from Chase telling me that they had not been able to get a hold of me and they will stop contacting me. I take it to the bank and show manager who states he is now the point of contact.

I ask if I could see my box contents and he said no because he needed permission to show it XX/XX/XXXX received call from the bank manager to come in and see contents XX/XX/XXXX Arrived at bank to inspect contents Waited 20 minutes when manager and employee came out with sealed plastic bag This took place inside room of vault, there as a chair and a small table for me to sit at and a large plastic bag was opened with a knife contents spilling onto the table. 
Manager and employee stood on either side behind me looking over my shoulder and asked me to check off inventory as they read it off the list. I had problems because I couldnt read everything and all items were thrown helter skelter inside the bag not in the order of their list I suffer from XXXX XXXX XXXX, and it shot up making me dizzy and unable to proceed. I dont recall inventory of the papers of which there were over XXXX documents then we began with other items such as jewelry, collectible coins. I felt sick to my stomach and had urges to vomit. I kept swallowing because there was nowhere to spit it out. 
This was a long an arduous process for me as I was remembering things that I didnt see in the box. I was nervous and felt like I was under a lot of pressure with the two employees standing behind me.

I remember all items were put back in the box and placed in a different wall space, not into the usual space.

`I was informed that the reason for the box having been opened is that there were two boxes with the same number. Huh? Its easy to find out that the drilled box was mine by looking up the payment records on the box. It was automatically deducted yearly out of my chase savings account Chase Bank drilled out wrong box yet didnt bother to tell me, and only because I wanted access to the box did I find out. 

XXXX XXXX days passed from when the Box was drilled open XX/XX/XXXX and my being able to finally got to inventory on XX/XX/XXXX. 

i have been sick, not feeling so good, so it took me some time to recall items that were the box, but are no longer there since the unfortunate drilling. I sit down with my son and work through items that I realize are no longer in the inventory. 

A complaint was filed. time went by and I would receive letters stating that they had tried to get in contact with me but were unable to, so they would not attempt any more. Whenever I would call the person listed to contact, they were never there to answer the phone. My eldest son attempted many times with the same results. My younger son attempted to contact with the same results. Chase never returned the calls after messages were left on the machine. 

We attempted to talk to the Bank Manager, who was now being transferred, and he basically said it was not in his purview anymore and he could not help.

I went to meet the new manager, briefed him, and he called the person handling the incident, who did not answer, so he left a message.. We returned a week late, The new manager said no return call had been received.

Once again I received a letter stating that they had tried to get in contact with me but were unable to, so they would not attempt any more. This was the fourth letter of that nature. I called the number and finally talk to someone. I find out that the number they have on file was incorrect. He promises to look into the matter.

I call several more times to no avail.

I return to the bank manager, who again calls and leaves a message. He also writes an e-mail. 

XX/XX/XXXX I call Chase and get a hold of an employee ( XXXX XXXX and explain the situation, he places me on hold. The he returns and informs me that the investigation has concluded. Chase claims that no wrong was committed by the bank, and the case is closed. Nothing was stolen. there is no further contact concerning this case. 

I attempt to ask questions but I am hung up on. 

I have a list of the items stolen, to include my wedding ring.

Company response to consumer: Closed with explanation