Consumer complaint received 2020-05-01
Company: JPMORGAN CHASE & CO.
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I have been a customer of Chase Bank at XXXX XXXX XXXX, XXXX NY XXXX since XXXX. They were fine when I put money in but I learned when you try to take your money out they hold your money hostage! 
In XX/XX/XXXX I deposited $ XXXX in my chase account. I had just sold my home in XXXX and was moving back to my home in XXXX. 
Mr.XXXX  XXXX was my long time fund manager who when asked to close out my investment portfolio would no longer speak with me ( but he effectively did close out my accounts ) and said Mr. XXXX XXXX will take care of your banking accounts from here on in. 
Mr. XXXX was happy to put the funds in for me in XX/XX/XXXX and repeatedly said you do not have to withdraw these funds. He instructed me to leave the money in Chase bank because Chase has parent companies in XXXX in which I would be able to freely access my money as if I were still at his branch. Well it soon became apparent that this was not the case at all. 
I had called Mr. XXXX on a number of occasions to transfer funds to my account in XXXX but sadly to no avail. I had to enlist the help of a friend to call the bank and merge conference calls between us in order to effectively make a transfer to my account in XXXX. He now knew I was not alone. I also have a problem not hearing very well and I believe he did not have the patience for me. 
I had made several attempts with the help of my friend XXXX going forward but he would say he is no longer my Chase private client and said Mr. XXXX will now be in charge of my account. When asked who the branch manager was I was told a man by the name of XXXX and would not release a last name. I had trouble ever being able to effectively make a transfer going forward. I did this with the help of my friend who can also verify the surreal behavior of the employees at this branch. It was inhumane to say the least. I certainly was not treated as a Chase Private Client with this behavior. 
I also want to note Mr. XXXX even lied and said he was not in but the next day we found out he was in. He hung up the telephone on me and when I would call back there were simply no way to reach him. 
I was left to call an 800 # which the branch always suggested I do ; so they wouldn't have to bother with me. This 800 # was very difficult for me as I am hearing impaired. 
I again enlisted the help of my friend XXXX who can attest to how easy they can reject your transfer with not answering on time or entering my pin # in a quick amount of time. 
It was very frustrating to say the least. 
However, I finally with the help of my friend had gotten a wonderful customer service representative through the 800 # who was patient and we successfully had a transfer confirmed from my account at Chase to my bank account in XXXX. I had gotten a Wire Transfer Receipt ( attached ) confirming on XX/XX/XXXX my funds would be available at my bank in XXXX on XX/XX/XXXX. Firstly, the woman handling this transfer did say that they had to contact the bank for them to ok it??? We both explained how awful this branch is and that they have been holding my funds Hostage for all this time! 
On XX/XX/XXXX we again called the 800 # to find that the transfer was " Cancelled ''. The girl XXXX was very helpful and emailed Mr. XXXX with instructions to call both myself and my friend XXXX who was helping me through this transaction. It took 2 hours on the phone. My XXXX  was called at XXXX by XXXX to please call XXXX and all calls were left unanswered and I never did receive the transfer. 
I am attempting to get help by writing to you today but if this doesn't make them release my funds I am hiring an attorney to deal with this situation once and for all.

Company response to consumer: Closed with explanation