Consumer complaint received 2015-09-20
Company: JPMORGAN CHASE & CO.
State: TX
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
Per the advice of an account executive I walked into a Chase Branch located at XXXX XXXX XXXX XXXX XXXX, XXXX, TX XXXX in order to speak with a banker, manager, or supervisor to expedite the process of a claim. I was asked by a banker my reason for coming in and I let her know that I was there to talk about a claim I had filed. She said they do n't handle claims. I then let her know that I was told to come in per the advice of the executive office and I asked her if there was a manager I could talk to. She said she was XXXX of the managers and I was happy to hear that. I assumed that I would be talking with her about my issue. I waited and was then called into an office by an officer by the name of XXXX XXXX XXXX. I let her know my situation in detail while she used identifying information and my bank card to look into my issue. After telling her my situation she rudely repeated what I said using " air quotations '' with her fingers. I was absolutely mortified and felt like a criminal for going into my bank to get help with something out of my control. Over the next XXXX minutes she begin to let me know that I was lucky they have n't closed my account and that it was n't her money so it 's really not her concern. I have never heard such harsh words from a banker. She called the claims department for me and even informed XXXX that my situation was a scam while I was sitting there. I have never had my account compromised by fraudulent activity and with this being my first experience it was horrifying. I began to cry in her office as I asked her how was I supposed to pay my bills and buy groceries over the weekend. She then began to berate me for not catching it soon enough and for calling the wrong department and said that I should have called the fraud department. I let her know in tears that if I would have known any of this information I would have followed the proper steps. A large sum of money had been stolen from my account in a completely different city and state but somehow I walked into a bank that I trusted and came out feeling like a criminal. I then asked her should I get another account because I have direct deposit. I was now concerned about the account being closed. She said no that I would have to wait. I asked her if it would be okay to use my card and she let me know to hold off until things settled down. She ended our meeting asking me personal questions about my annuity and wanted to know information about it. She then said she does n't get annuities. As an XXXX and XXXX I have never been treated like such a criminal. I then decided to go to another Chase Bank at XXXX XXXX XXXX, XXXX, TX XXXX. XXXX XXXX handled my situation and was able to expedite the process. He called claims and let me know my money would be returned but to check and call if they have n't returned it by XXXX. He was absolutely amazing and fought for my rights as a customer. He let the claims department know that if they verbally stated that my money would be returned then they should have honored that because people need money. He was an angel. I later called claims to check on the process and found out that XXXX XXXX XXXX had placed a restriction on my account although she assured me that things were being reviewed. I was informed that I simply needed to open a new account since mine had been compromised but at this point I could n't because the bank was closed. XXXX in the claims department agreed that I should have been informed of this information by XXXX XXXX XXXX but instead she had taken it upon herself to not only treat me like a criminal but lie to me after I trusted her to take care of me as a customer. XXXX never let me know that she had the control to place a restriction on my account otherwise while I was there I would have opened a new XXXX and been able to have food over the weekend.

Company response to consumer: Closed with explanation