Consumer complaint received 2022-07-29
Company: JPMORGAN CHASE & CO.
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
I opened a new Chase account in XX/XX/2022 -- in which I qualified for a {$220.00} cash bonus with a qualifying deposit. The qualifying deposit was received, and I eventually received the {$220.00} cash bonus. All is well. 

Well, on XX/XX/2022, I went to a chance branch in XXXX, NC to deposit a check I received for a security deposit refund and it was a nightmare experience. The check was placed on hold -- I was unable to access any of the funds ( not even the first {$200.00} that some companies offer ). The receipt indicated the funds would then be available on XX/XX/2022. I checked my account the morning of XX/XX/2022 and I see the funds in the account, however when I tried to pay a bill using my debit card, the payment kept declining. So I called customer service and to my surprise I was told my account was completely restricted and my debit card was cancelled. The lady proceeded to ask me extremely personal questions as to what the check was for -- to which I reluctantly explained and she had to call my spouse ( because her name was on the check as well ). We specifically both went to the branch to deposit the check to prevent any issues because I knew both our names was on the check but this was only my personal account. After going back and forth with the young woman on the phone I decided I was going to go to the branch to get this resolved. I went the same day XX/XX/2022 to the same location in XXXX. I complained to the teller about what the issue was, and told them I was going to close my account and withdrawal all my funds. She explained to me that that if I closed the account that bonus I received when I opened my account would be reversed and thus I would have the funds withdrawn from my balance. At that point I changed my mind, and decided to keep the account in order to keep my {$220.00}. I made a few cash withdrawals, ordered a new debit card, and went about my way. 

When checking the Chase Mobile App later that evening I noticed the {$220.00} cash reversal was still processed although I decided to leave the account opened. At that point I called Chase at XXXX and spoke with someone who claimed to be a supervisor and was on hold for about 45 minutes while she " looked into this ''. She didn't check back in with me once. It was hold music for almost 45 minutes straight. She explained to me that the reversal for the {$220.00} was just in a pending status and it would be released or refunded in 3 days. She did not sound too sure of this. So I asked her specifically asked her to document this on the account so I don't have any issues about this moving forward band she says " Yes XXXX XXXX it will be documented and all calls are recorded ''. 

Fast forward, to today XX/XX/2022 I checked my mobile App and see the {$220.00} reversal actually posted. No refund in sight. I called Chase bank at XXXX and spoke with an individual, explained the situation and asked if he saw notes about my conversation with the supervisor the day before. He stated no. I explained that was unacceptable especially considering this woman explicitly stated everything would be documented per my request, so I requested to speak with a supervisor. From then on I was transferred to XXXX with the Escalations team, explained the situation, he reviewed the account and stated he does in fact see the reversal posted even though the account is still open. So we are both in agreement with this and he seems to be the first person to understand the issue and what the simple solution should be. He proceeded to file a case for the issue with having my money refunded ( because the account is still opened ) and a complaint against the supervisor who lied and said she was documenting everything after a 45 minutes hold.

The Teller, and the people at the bank were all nice and seemed to definitely want to get my issues taken care of but that " supervisor '' I spoke with on the phone seemed completely uninterested in a resolution for me which as a consumer and someone who works in customer service myself, the least she could've done was at least show some care and concern even if it was not genuine. That's customer service skill XXXX.

Here are the case numbers I was provided from XXXX at Chase : Case # XXXX Complaint # XXXX

Company response to consumer: Closed with monetary relief