Consumer complaint received 2017-05-22
Company: JPMORGAN CHASE & CO.
State: TX
Product: Checking or savings account
Sub-product: Savings account
Issue: Problem caused by your funds being low
Sub-issue: Late or other fees

Complaint:
I opened saving and checking accounts with Chase Bank and have been with them since XX/XX/XXXX or so. At that time, I just did not know that there would be a service fee charge if my saving account drops to less than the amount that they set up. I discovered that I was charged {$20.00} first time in XX/XX/XXXX. I reported to the XXXX and was told that my account is required to maintain a minimum amount to avoid the service fee. I asked for them to reverse the fee and change my account to basic. I told them that it will be very difficult for me to maintain that number. I did not even remember that I opened the account like that. I opted out the paper bank statement as to be green and am afraid of losing the statements to someone. I had never checked the saving account again after XX/XX/XXXX, as I thought that everything was taken care of and that there will not be any more service fees since my account should be basic. It seems rather counter-intuitive that people would ever be charged a fee on a savings account, which makes money for the bank. I was wrong. On Sunday XX/XX/XXXX, I happened to look and found that I was charged the {$20.00} service fee each month since XX/XX/XXXX. But, Chase never notified or contacted me about the initiation of the service fees on my account. The total amount came out to {$420.00}. On Monday XX/XX/XXXX, I went to one of the branches on XXXX XXXX. After patiently waiting over 40 minutes, a banker checked and told me that he could only remove this years charges because that was all he could see in the system, and that all the system allows him to do. He suggested me to talk to the branch manager in the next day from XXXX XXXX to XXXX XXXX -- which is her working time. He told me that I could call and did not need to come in person. I placed a call several times in on the next day. I was hung up or disconnected while waiting on the line once -- and for others calls I got messages that the bank personnel are busy! I, then, placed a call to the XXXX again and was told that they could not do anything, but offered another {$20.00}. I demanded to have my money back. She told me that I needed to go to the branch where I opened the account. On Wednesday XX/XX/XXXX, I went to the XXXX XXXX branch. With the help of the banker, I got to talk to the branch manager. I was told that she could only give me {$60.00}. She told me to call back to the XXXX number again and asked for the Complaint Department. And I did. I was routed to several people. Finally, a lady said she was a supervisor. First, she told me that she would be able to refund back {$20.00} to me. I explained to her that I reported this issue upon my first contact in XX/XX/XXXX. I trusted that XXXX as they are a big bank. I did not think that I would be robbed by my own bank. To make my story short, I told this supervisor that I would pursue a way to report this issue to the media. She told me to wait a few minutes. She came back with an offer to refund {$120.00}. I checked my account on XX/XX/XXXX. As they said, they reverse {$60.00} and {$120.00} back to my account. The total amount is {$260.00}. But I still lose the {$160.00} for putting my saving in the bank!

Company response to consumer: Closed with monetary relief