Consumer complaint received 2020-06-13
Company: JPMORGAN CHASE & CO.
State: WA
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
My story begins in XX/XX/2020 ( although I should note that I have been a customer for many, many years XXXX. I was at a store and logged into the Chase app and what did I seeNOTHING! My entire savings account had been drained. As you might imagine, I panicked. Over the course of the next few hours it was discovered that a relative of mine had gone into Chase earlier that day and the banker had told her about this savings account she had ( note, we have different last names ). She told the banker she wasnt aware that she had a savings account through Chase and so decided to close out the account and withdraw all of the money, which the banker did for her. But it wasnt her accountit was MY account. Fortunately, we agreed to meet at Chase the next day and shed return my money to me. 

The next morning we arrive at Chase bank in XXXX WA ( where she had been the previous day ) and explained the above scenario. Chase said they were sorry but had no banking appointments available for the day so there was nothing they could do. So I called the Chase branch in XXXX XXXX ( also in XXXX WA ) and they DID have an appointment so I hurried over. Once there, I explained the story to the banker and she indicated she knew the banker at the other Chase branch and that this banker was notorious of making mistakes. She also informed me that since the bank day had ended she could not reopen my account and would have to create a new account for me ( imagine switching over all of your bill pay, etc. ) But I had no other choices so I opened a new account and thought all was rectified. 

Flash forward to COVID. I was helping my relative set up online banking via the Chase app ( I believe beginning of XXXX ) and she exclaimedI have access to your NEW savings account. This new account had been opened BECAUSE this relative had been given false access to my prior account. I was SHOCKED. Her name appears no where on my banking information or my online banking and I had no idea that she had been granted access to my new savings account. 

I called Chase. They said, well theres nothing we can do since the banker set up a joint account. Let me be clear : this was the bankers error. I have never and did not ever want a joint account with this relative. I asked to speak with the manager of Chase ( either branch in XXXX ). I was informed for security reasons I could not be given their contact information. So, I provided my contact information ( allegedly relayed the bank managers ) so that they could reach me. The customer service representative also assured me they would call back in a week to see if that matter was resolved. It has been almost two months now and NO ONE has reached out to me. 

Chase has put my finances at risk. I am lucky that I have a good relationship with my family member and that she willingly returned the money to me. However, Chase didnt know that and they allowed her to withdraw all of my money and close my savings account. I dont even want to think about what wouldve happened if she refused to give me back the money. I put my money in the bank because I trusted that it would be kept safe and Chase completely destroyed my trust in that. This, in my opinion is gross negligence. 

Additionally, Chase provided NO customer service to me during this time. They made multiple major errors and did nothing to be accommodating or apologetic. I am not the type of person who ever writes reviews. I understand that mistakes happen. But to make two MAJOR mistakes and not give me the courtesy of a banking appointment or even an email is appalling. It really made me question Chase and made me think theyd prefer to cover their own backsides versus righting their mistakes.

Company response to consumer: Closed with explanation