Consumer complaint received 2025-04-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: JPMORGAN CHASE & CO.
State: IL

Complaint narrative:
The unprofessionalism demonstrated by Chase throughout this entire complaint process has been unbelievable. I notified Chase a few weeks ago about the false information that was given to me by 2 of their claims department phone agents on XXXX and XXXX. I asked for information regarding the complaint I filed and what was done to correct this and the supervisor I spoke with on XXXX refused to file a complaint and explain the process. He was rude the entire time and hung up on me. He informed me although they made mistakes in handling my initial claim on XXXX their policy trumps their mistakes. I do not have the legal knowledge to contest that but I need the CFPB to verify this and take corrective action if applicable. I called Chase again at XXXX XXXX  XXXX after the supervisor hung on me on XXXX to file a complaint against these XXXX employees and the complaint was filed over the phone ( XXXX. ) The agent could not provide me with a reference number. 
Here is the information on the three individuals I am referring to. 


Individual XXXX female, phone agent - spoke to on XX/XX/year> ( phone number XXXX ) at XXXX XXXX XXXX- She asked for documents to support my claim ; I informed her that I would be uploading a receipt and second opinion from my friend who is a mechanic. she said this would be sufficient. she never mentioned this was against their policy. gave me false information. 
did not provide name. 

Individual XXXX male, phone agent - spoke to on XXXX ( phone number XXXX ) at XXXXXXXX XXXX XXXX He asked for documents to support my claim ( requested on XX/XX/year> ) ; I informed him that I already uploaded the documents on XX/XX/year>, he verified this was true and told me he was sorry to inconvenience me and that the documents that were uploaded were going to result in the claim going in my favor. this was misleading and false since XXXX he did not have the authority to assure me this or make that decision. gave me false information. did not provide name. 


Individual XXXX male, claims supervisor- spoke to on XXXX ( phone number XXXX ) at XXXXXXXX XXXX XXXX. He was speaking over me the entire time, rude and unprofessional. told me although they might have made mistakes during the claims process their policy overrides these mistakes. I asked about that policy and he refused to provide this information to me. I asked about what action was taken to correct the claims phone agent who acted wrongfully and he declined to give me an update. He told me I could file a complaint over the phone. While I was filing the complaint with him and giving him details, he continued to be rude and hung on me. He wasted my time ( over XXXX minutes ) and acted improper. 


Chase stated in their final letter that they could not accept a second opinion without a letterhead but they erroneously told me during the claims research process that this was unnecessary. 
All of this misconduct by Chase bank and its employees has resulted in a grave error in the final decision of my original claim XXXX filed on XXXX. Possible legal violations were also committed by Chase and its employees.

Company response to consumer: Closed with explanation