Consumer complaint received 2025-11-08 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem accessing account
Company: JPMORGAN CHASE & CO.
State: IL

Complaint narrative:
All started when I wanted to open a checking account for my teenager. Made an appointment and went in. When we did it there was a promotion going on. I had to followup 2 times after promotion time to even get my promotion because Chase wasnt going to give it to because I fell through the cracks. But that has been resolved. We opened the checking, we were advised to open the savings account on our own. We could call the XXXX number and do it in our own time or open it online. So few days later we tried to open it online but couldnt. So we called the XXXX number. We were advised we cant open accounts online or via phone. So we had to go back to the bank. I didnt have the availability with work to make another meeting happen for months. Finally on a free day we go in as a walk in to see if possible without an appointment. XXXX took us and opened the child saving account. Told it would take time for account to show open and be available online. Next day still no account showing when I login but we can see it in the child login. Called the XXXX number with my child on XXXX way calling. Rep advise yes he sees account, sees i am on all accounts for checking and savings for my child and I need to give it XXXX. I waited a week and still no access. I call and start my climb up the chain of command to get a resolution. Now I am being told the opposite of everything, AGAIN! That they dont see this account and I dont have access?! We argue about this account even existing and she keeps trying to explain how to open this account. I reexplain it is open already, I cant see it still. They refuse to do anything but pass my complaint on about this to the branch or their rep giving me wrong information. These complaints were never passed on before or my account notated because no one had any idea why I was so upset. When asked why would you pass me to the branch if they arent giving correct information or being helpful? No answer. I explained over and over again that I cant afford to take off work for a XXXX time to fix Chase mistake and I dont trust it would work again! I was advise the only person that can fix mistakes is the branch but the branch is the problem and there no solution to that. I was also informed my complaint doesnt go any further because there is no higher up then what I got. All they and a manager can do is re-read me the policy. When I asked what happens when a branches closes? She spoke over me to re-read me the process again that didnt answer my question. I asked XXXX more time for an answer not the policy for opening an account. No answer again, I just got Im sorry and again the re-reading of the policy that I said they have not followed once! I asked what their policy was when the policy is continuously not being followed by their reps or branches?! Who is there to help customers like me. I offered to get my child on the phone and verify anything again. Again, no help, no attempt at helping, no answer to anything I asked. Just telling me the XXXX number is not there to help with anything and everything is done at branch that caused all these issues! They said they would have a manager call me to re-read me the policy for opening an account but they will not do anything more and can not help. When I asked when that call will happen I was again given multiple answers. Few days, next week, and sometime next week. I revised my question said what is the lastest date your Company wants a call back completed for managers on a complaint. This lady didnt want to answer it and tried to argue with I don't want to set unreasonable expectations. I again stated every company has set guidelines and time frame for work to be completed. Im asking yours which is reasonable. After again back and forth she finally said XXXX business days. So I confirmed with her by end of day Wednesday I should have this call. I asked for this call back to be set up and I wouldnt call chase again till Thursday if no call, I also asked for either a voicemail so can I leave my complaint to ensure it really sent or a contact. Neither would be provided and I was expected to trust Chases customer service again for the XXXX time which Im including my XXXX attempts at getting the promotion benefits that I had to fight for.

Company response to consumer: Closed with explanation