Consumer complaint received 2017-09-29
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO.

Complaint:
The banking professionals treated with disdain on account of my ethnicity at the Chase Branch office at XXXX XXXX XXXX XXXX in XXXX, Washington back on XXXX XXXX, XXXX. Only three customers, including myself, waited for customer service ; however, the two XXXX received immediate attention from the banking staff who had otherwise ignored me. The bank teller, a XXXX woman, pretended she could not hear any communication as a ruse to deflect from the fact she did not want to provide customer service. She later deferred to an XXXX woman who provided no assistance either. 

When asked to speak with the lead teller or the branch manager, both of them stated no one was available because there was a 20-25 minute waiting period. Given there were only three customers in an otherwise empty bank, this disingenuous statement was very incredulous. The XXXX woman coolly stated there were other nearby branches in the area with no wait times. I challenged this by first asking, " Why are you sending me to another branch when its obvious the bank is not busy. '' and then following up, " Are you refusing service because you do not want to provide assistance? ". Then she replied the branch manager was too busy to help with customers and insisted that another branch would best provide assistance. Obviously no one at that Chase branch desired providing customer service to any XXXX person because they quickly send away people to other branches whom they perceive as undesirable. 

The situation turned from bad to worse after forwarding the complaint to the Chase Executive Offices. One of the workers in the executive offices, XXXX, neither wanted to forward nor process the initial complaint because of objections from both the XXXX XXXX branch manager and marketing director. 

XXXX initially tried finding fault with the information in the complaint as a means of dismissing it, and later attempted to shift the blame onto me for making one. He claimed the information provided was irrelevant and even justified the dismissive behavior of the bank tellers and branch manager. Once I stated the intention of no longer banking with XXXX, XXXX insinuated that I was dropping the complaint. After stating there was no intention of doing such, he became very hostile by constantly interrupting me every time I provided details of the encounter. Finally, I stated the branch manager and the marketing director do not want to be called out for their intolerant attitudes towards XXXX customers because it would affect the image of the bank in a wealthy suburban area of XXXX. XXXX became very hostile claiming I did not know anything about how the banking representative operated invalidating all the provided information. 

I cut my losses with Chase bank after receiving disrespectful treatment from the personnel at its XXXX XXXX branch and XXXX within its executive offices. Customer service remains the hallmark of banking relationships. Evidently, XXXX banking representatives have forgotten that very important value because money is only important. I gladly took my business to another financial institution which treats all of its customers with respect regardless of their ethnicity.

Company response to consumer: Closed with explanation