Consumer complaint received 2016-06-30
Company: JPMORGAN CHASE & CO.
State: IL
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
We had Fraud committed against us, by a customer that gave us a fake check, we did not know, of course the check was fake? It was a deposit paid to our business to hold spots for scheduled services. We contacted Chase bank several times while the account was placed on hold and eventually closed by the bank. In contact with Customer Service over the phone and with the Chase Fraud department, we were told to wait seven days and go into a branch and open a new account. 
We went into the branch, the Customer Service rep, called their ( Chase Fraud Dept. ) and got the permission to open the account, we spent about an hour giving our personal info and XXXX forms of ID 's to reopen a new account. The old account that had fraud committed against it, still had funds that the bank was holding, we were told we could fund the account with the funds sitting someplace with the Fraud department at Chase. The CSR of the bank was not sure how to retrieve the held funds so she had us fill out signature cards etc, generated paperwork for the new account. She told us to please wait she needed to speak to her General Manager, to find out where the funds were being held. 
The general manager came back to the office we were sitting in with a horrible attitude, and spoke to us ( myself and my husband ) in a disgusting tone, elevated for no reason. He then informed us that it was his personal decision to not open an account for us, based on his bias and discriminatory attitude towards us. His own department/company and internal processed cleared us for an account, so we can only assume, his five minute decision was discriminatory, biased and racially motivated. In fact customers service over the phone and Chase Fraud department cleared us for an account, prior to the branch customer service rep, spending an hour reopening a new account for us in the branch. 
This Chase Branch Manager " XXXX XXXX. XXXX '' ... Branch manager of Chase at XXXX XXXX XXXX, XXXX, IL XXXX ... XXXX XXXX ... .Fax XXXX ... made his own personal determination, based on our appearance and race, he did not want to hear that we were victims of fraud, in fact he even told us ... '' we are responsible for the fraud that was committed against us ''. We later received an apology from their customer service complaints line, however this individual/organization is not taking any responsibility for his biased actions. We were instructed by his organization to go to a branch, instructed that we got the OK to reopen an account, spend an hour with the branch Customer Service Rep, that verified we can open an account. Signed forms, completed the process of opening a new account. Only to face this blatant, XXXX, discriminatory treatment from someone that should n't be a branch manager, of an institution that depends on public funds to stay in business. We were treated like dogs by XXXX and he 's unfortunately still operating, dealing with the public and apparently running the Chase branch based on his own personal biased opinions.

Company response to consumer: Closed with explanation