Consumer complaint received 2021-06-19
Company: JPMORGAN CHASE & CO.
State: LA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Before I begin this complaint, I need to state this was only to be a simple name change on my business debit card. What would result is a humiliating event that I wished would have never happened. I tried to choose the best description of my complaint in Step 2. 
On XX/XX/2021 I visited Chase Bank to see Miss XXXX XXXX that XXXX had previously set up for me because he was helping at another branch and Mr. XXXX XXXX was not available. 

I would be there for at least 90 minutes or more being " interviewed '' by Miss XXXX. She had a form that she wrote down each response that I gave her from each question that she asked. At first, I felt like she was genuinely interested in me as a business customer. It was like she wanted to know more about my business ; but further in, it started to get " creepy '' and I didn't know why. I do get a lot of interest and or shock when I have to speak about my business. I am a XXXX educated woman who is starting a consulting business. This was my first business bank account and I didn't know what to expect so I just went with it. It did get to be a lot. It was a weird exchange for a simple name change. 

She looked at my account and " insisted '' that I perform banking online and " insisted '' that I sign in then. Then she " insisted '' that I sign up for credit journey. I told her that I already have credit services, but she " insisted ''. She kept getting up and going to the printer. However, she kept insisting ( just like XXXX did ) that they might not be able to place my prefix XXXX on my card. I didn't understand the problem. Both stated that my account has to have the name on my driver 's license, and that it may be a problem to but they may be able to put my " preferred '' name on my card. If they could, this is how they would have to do it. I told him and her that this was fine, but I wanted XXXX XXXX XXXX on my card. This was always the underlying statement as the interviewed continued. She continued with a different question, steady changing things on the computer regarding my account. 

I can remember that at the end, she asked me about my children and wrote down each of their ages. Then when everything was done, she didn't get up. When I complete every business transaction, every meeting business and personal, the person gets up and shakes your hand as you leave. She didn't, she just sat there looking at me. I knew something was wrong but I didn't know what. 

Eventually, I would get my card and it STILL was wrong. " Really, What could possibly be the problem? ", I thought. It was like pulling teeth. Just to get a name change on a card. I really couldn't believe it. As soon as I got it. I can remember that I was on my way to exercise. I called the branch and spoke to XXXX. I told him that my card was still wrong. He said that I would have to bring it in. I wasn't dressed to go in the bank so I asked if I could bring it another time. He said that if I couldn't come then that I would have to wait some time days from then. I told him that I was dressed to come in the bank, and he said that that was no problem. He sounded so reassuring. I came in and then he just kept saying that he didn't know if he could do this. He kept talking about the name on my driver 's license has to be the name that if he could change it, it would be my preferred name that would have to be the change. He got up and talked to the XXXX XXXXhen he came out from there. I told him that I stayed there with Miss XXXX for more than 90 minutes, the last time that I was there and she had a whole page on me. He put his head down to laugh. " A whole page? ", he retorted. Yes, I responded. The whole time, he kept telling me how much I reminded him of his wife. I mean he kept talking about his wife. Then after 20 minutes, Miss XXXX came out. He then went over to speak to her. He stayed there about 3 minutes and she got up and went to the back where she came from. I stayed there about 10 minutes more ( hearing at least two more times of how I remind him of his wife ). So he started to give me back the card and told me that I can use it and still get money from it. I told him that he can just shred it and that I would wait for the new card. He looked surprised. I then left. He also did not get up. 

My complaint is also that I think that Miss XXXX shared my information with another bank. I received an angry, direct email from this bank. This person, always have sent me " Trump-like '' emails, encouraging me that I could reapply with another bank. I would receive a solicitation from this bank ( only this bank ) about my other business. This business had just been applied for and no one knew of this business officially but Miss XXXX. This was strange. 

I recently needed to get a money order and some money from the bank and I refused to go to that branch. I went to the branch downtown, this person greeted me and helped me. He asked me why wasn't banking online, I didn't want to go into detail but I told him briefly of my experience with that branch on XXXX. He said that's deep then he explained that solicitations always come from banks that then, as I explained a little more, he responded in awe, and said " That's deep ''. He was kind and generous through out. He said that he realized my problem with that other bank but, if I let him, he would like to make my experience better now that I've met him. I felt so good about talking to him. 

Finally, I decided to lodge this complaint. After speaking with gentleman on the phone, I was alerted to how I can perform my task. One of the questions is that if I tried to resolve it with the bank, so, I went yesterday to what I thought was the corporate office of Chase. It turned out just to be the branch on Corporate, as Mrs. XXXX explained. She was kind. She asked about my reason for visiting and then she let me know that she was the branch manager and that after she was finished with this customer, she would help me. 

I sat with her and told her of my complaint. She did her best to try to explain what happened but she couldn't tell me why Miss XXXX sat with me for at least 90 minutes and still my card was wrong. Or why Mr. XXXX kept telling me about his wife. Better still, why after 4 visits, I still had not had my card with my name change. I asked here if it was really that hard to do and she said no. It only would take about 10 minutes. 

The result now is that she would call to cancel the other card that was supposed to be ordered on XX/XX/XXXX and expedite me another card. She did this on the phone. This was a positive experience and I wish that I would have had this before ; however, I'm scarred. 

I went to another bank with my other business and I didn't have a problem. I did notice that the unit number was not on my card. So I went back. Between this time, I had received an email from them asking if everything was well ( nothing from Chase ). I also received a call letting me know of a form that I could complete. I responded yes and then it was secured emailed to me. I visited the bank and brought them to check that needed to be corrected. I was able to see my banker, get this corrected, get my name changed on my personal card and my business card, get checks ( reasonably priced ) plus complete the form, ALL IN THE SAME VISIT. All with the banker getting up to greet me as I left.

Company response to consumer: Closed with explanation