Consumer complaint received 2022-09-28
Company: JPMORGAN CHASE & CO.
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Chase agents blatantly lie to customers on recorded lines and threaten to take adverse actions. 

I initiated an ACH transfer on XX/XX/28 to my XXXX account. I noticed the status was stuck in Pending status for a long time, so I called them at around XXXX in the XXXX. I was told that they see why it was stuck but they have done everything that was needed to push it through and that it will be available in my external account the next day. That was the first lie. 

An hour later I get a call from someone named XXXX saying that he was calling me from Chase Fraud department. When I asked him to provide any information to prove that he was indeed calling me from Chase, he refused to do that. I found it very surprising that someone from Chase would be calling me even after I was already told my transfer was good to go. So I reluctantly give him my information and then he tells me that he is rejecting my transfer request and when I question him why, the summary of his answer was " just because Chase can ''. I repeatedly requested him to transfer me to a supervisor and he flat out refused. 

So I called the Chase Fraud dept on my own. I got a very helpful agent named XXXX, she asked me a few questions and assured me that the transfer has been approved and that it will change from Pending to Funded in the next XXXX XXXX and then if it doesn't change in the next XXXX an XXXX I should call them back. 

So I waited an XXXX and a half and called back. I got a really rude agent XXXX, who straight away put me on hold for XXXX XXXX  and then comes back and says that it will take them up to 2 days to approve the transfer and they might or might not approve and it will take 3 business day to send the money if approved. When I told her that this was totally different from what I was told earlier, and what the website shows ( availabe date as XXXX ), she became even more nasty and put me on an infinite hold. 

I saw no other option but to hang up and call again. This time I got another agent called XXXX who kept changing her story, first saying it is pending approval, then it is already approved, first it will show up in XXXX business day, then it will show up by tomorrow. When I told her that she was giving contradictory answers, she became extremely ride and kept interrupting me repeatedly. She ignored my request to give me a supervisor till I told her that my only other choice is to file a complaint with CFPB. And now I am again on an infinite hold for a supervisor. So I thought, I have already wasted XXXX XXXX  chasing this small XXXX transfer, let me utilize this time to get this complaint to someone at Chase who might actually care about customer service. 

I hope this complaint goes to someone decent at Chase who cares about customer service. I get that you can do whatever you want as per all the account agreements and what not, and I am just a lowly client and you are the big bank. The only thing I ask is to please treat the clients with a little respect and don't threaten to reject or cancel their requests just because you are upset that they asked you to verify that you work for Chase. All your own security guides say to verify that the person is indeed calling from the bank they claim to be calling from. The way this person XXXX spoke to me was like he can do anything he wants. 

So while I was typing this, I got hold of a supervisor named XXXX. She again was very polite and nice and she assured me that she will make sure that my transfer will go through and reach the other bank by tomorrow. She also said that she will note down my complaint about XXXX. So, so far I have been told by told Chase agent, XXXX and the supervisor XXXX that this transfer to XXXX account will be/has been approved and will reach that account by tomorrow, the XXXX. So I am hoping my transfer goes through, but I still wanted to send this so that someone at Chase can hopefully look at this and do something about this. Thank you

Company response to consumer: Closed with explanation