Consumer complaint received 2016-04-10
Company: JPMORGAN CHASE & CO.
State: IL
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
My husband and my 14 year-old daughter opened a high-school checking account @ Chase XX/XX/XXXX with graduation money. This XXXX account was to be established exactly as my other XXXX children 's accounts which includes display of the account activity from the primary checking and mortgage accounts as well as paper statements. The XXXXschool checking account was not established properly. On XXXX/XXXX/XXXX I made a visit to the branch office as did my husband a week or so later to complete signature cards XXXX XXXX XXXX, Relationship Banker, advised us would be necessary to correctly link my daughters account to the primary account. Since we did not receive bank statements and I could not see my daughters account I had not idea my daughters account was being drained of the {$910.00}. This money was all of my daughters graduation money and a portion was to be used for college. By the time I was able to have my daughter log onto her account so I could see if the account was corrected my daughter had a mere {$.00} and numerous transactions some of which were not completed by my daughter. Since XXXX XXXX a bank statement was never mailed to our home, numerous visits to the branch office were unsuccessful to resolve the issue and I was left with no options but to email ( XXXX/XXXX/XXXX ) and open a claim/investigation which was done on XXXX/XXXX/XXXX. The Sr. Specialist investigating our claim explained that due to the 60 day liability it would be difficult to escalate the un-authorized charges. I found it astounding that all but {$.00} was withdrawn from by XXXX year-old daughters account and I never received a written statements, a phone call and/or any type of notification to let me know that over XXXX debit card transactions were completed on this account. After explaining the situation the Sr. Specialist suggested heading back to the branch office to discuss the situation further. My family and I visited the office on XX/XX/XXXX and spoke with XXXX XXXX, Relationship Manager, and the branch manager, XXXX XXXX, who were rude, unprofessional and frankly blaming my husband for not questioning the set up of my daughters account. We again explained we would appreciate at minimum the XXXX charges returned to my daughters account as my daughter does not own an apple product and all of our families cell phones are blocked by XXXX and do not allow downloads. It would be impossible for my daughter to have made these transactions. Certainly I wanted to dispute ALL of the transactions but was willing to compromise with only the XXXX charges considering the circumstances and considering it would be nearly impossible to prove the various other charges were not made by my daughter in particular those charges no local. My family has spent hours on the phone with Chase representatives, visited the branch office to complete signature cards and have yet more conversations non of which resolved this matter. For now my daughters account is correctly tied to my primary accounts only after our XX/XX/XXXX trip to the office and my diligence of brining in a screen shot of my families account set up so that the Chase branch employees could do their job correctly. Given todays banking environment I would expect banks to take customers concerns a bit more seriously and have more diligence with banking practices that involve XXXX children.

Company response to consumer: Closed with monetary relief