Consumer complaint received 2016-09-15
Company: JPMORGAN CHASE & CO.
State: IL
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
I recently began my first post-graduate job at XXXX XXXX ( start date of XXXX/XXXX/16 ). My first paycheck was supposed to be direct deposited into my Chase Bank account on Thursday, XXXX XXXX. Prior to this date, I visited my local Chase branch, located at XXXX XXXX XXXX XXXX, XXXX, IL, XXXX, in order to obtain my direct deposit information to supply my employer with my account and routing number. I informed the representative at Chase that I was aware my account was overdrawn, but that I would be having a check direct deposited on XX/XX/XXXX. She made no allusions that my account was in danger of closure, mentioning something along the lines of " well that should take care of that! '' during our rapport. On Wednesday, XXXX XXXX, I logged into my Chase account on the off-chance that the check would be deposited early, which has happened to me before at other jobs. Suddenly, my account no longer existed. I called customer service, who informed me that my account was closed due to an overdraft. They said that the funds would be returned and to check the status in a few days. I was very concerned because my first rent payment was due Thursday, XXXX XXXX. I called Chase 's customer service line again the following week, and was given XXXX differing answers from XXXX different representatives about how to resolve my request : one said a check would be mailed to my address, but when transferred to another, they told me I could go into my local branch, set up a new account, and the money would be deposited. I went to the branch I previously mentioned during my lunch break and spoke to a banker named XXXX. XXXX informed me that not only would Chase not be willing to set up a new account for me, but that my funds had been returned to XXXX XXXX on Saturday, XXXX XXXX. I asked each representative that I spoke to if the funds had been returned- at no point did they disclose that they had been. XXXX told me that there was no way of knowing when the funds would show up in XXXX XXXX 's bank. This brings us to XXXX XXXX, a day before my rent was due- I called Chase 's customer service line again, and was told that my money should be sent back either that day or the next day, at which point XXXX XXXX would be able to cut me a paper check to pay my rent. It never showed up. I was forced to rely on my landlord 's generosity and pay eight days later when I received my second paycheck through a direct deposit with XXXX XXXX XXXX ( LOVE credit unions, I will NEVER look back ). I returned to Chase bank at a later date to request to speak with a manager. I was directed back to XXXX, who had no more information about where my money was. I asked him to explain why it could possibly take this long to transfer funds electronically- he could not explain. I asked if there was anybody who COULD explain why it could take this long- he simply said " no, I 'm sorry. '' Today, it is Wednesday, XXXX XXXX, nearly three weeks later, and there is still no sign of my money. The payroll personnel told me that at this point, I should try to contact somebody with more authority within the Chase organization. Having tried once before to talk to somebody with some real degree of accountability in the organization, I decided that before I take that step, I should document with the Consumer Financial Protection Bureau the lack of helpfulness from Chase every step of the way to correct this issue. They have demonstrated to me that they do not care at all about me receiving what is rightfully mine in a timely manner, despite their ability to garnish what is theirs from my paycheck in the blink of an eye. It is disgraceful and indicative of what tens of thousands of people have said about Chase Bank- it does not care one iota about its customers. I will never utilize Chase Bank again, and have been actively discouraging people from doing so.

Company response to consumer: Closed with explanation