Consumer complaint received 2026-06-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Fee problem
Company: JPMORGAN CHASE & CO.
State: VA

Complaint narrative:
bXXXX XXXX XXXX at approximately XXXX I arrived at XXXX Chase bank to get a cashier check in the amount of XXXX A male employee in XXXX pants was at the teller counter and directed me to the teller on the left. There are only 2 counters in this bank. I requested a fee waiver as the teller told me that there was a fee of XXXX. Over the many years, that I have banked with Chase, its my understanding that the fee can be waived at the discretion of the teller. Over the years, sometimes the teller approves it and sometimes its declined for whatever reason. Because this is discretionary, I usually accept the decision with grace. However, anytime I request this service, the teller always makes the decision on the spot. The teller responded with I need to ask my supervisor . I nodded my head and waited, fully expecting the teller to get up and go ask the supervisor. She didnt. She leaned slightly to the right and said quietly can I get a fee waiver? and a voice said for what ?, the teller responded for a cashiers check and the voice asked what is her name and the teller told her XXXX. With that the branch manager stood up and stood at the right side of the teller. Apparently her name is XXXX XXXX. I will refer to her now as XXXX. She greeted me and introduced herself as the branch manager. She explained to me that for her to approve a fee waiver, she would need to review my account. I said that this is the first time anyone has ever had to review my account to approve a fee waiver. She apologized and said that she is doing it the correct way as she needed to check to see how many times I have requested this service in the past as there is a limit. I said that I was surprised that there was a limit and I asked what number was the limit. She said that its the computer that decides the limit not her. I then began to ask a another question because I found this really embarrassing and XXXX stopped and said if I could give her a moment to review the account. I stepped away from the counter and paced for about XXXX seconds growing more and more humiliated. I walked back to the counter and explained to XXXX that this was turning into a huge humiliating issue for me and that I would like to get my cashiers check. XXXX said that she was almost done with the review. I responded that I was sorry that I asked and I will never do so again and I need to get back to work. XXXX said that if I like, she can review my account and call me later and give me the decision as to whether the fee waiver was approved. I EXPLICITLY told her NOT TO REVIEW MY ACCOUNT AND NOT TO CALL ME. XXXX kept talking and at this point I was not sure about what. I focused on the teller and exiting your bank fast. This is a tiny area and everyone can hear everything. I was so embarrassed. As I turned to leave XXXX said in a very cheerful voice Maam thanks so much for coming to Chase bank . As I walked to the exit, the male employee wearing XXXX pants and a XXXX XXXX XXXX said that I should have a good day etc. I was near the exit and I began to tell your male employee how disappointed I was with the visit and how embarrassed I was. While I was talking to the male employee, XXXX came out of the back office and walked towards me talking to me. I cannot recall everything that was said here because in my mind Im thinking why did she come out of the office again to start this conversation AGAIN? Because it was bordering on harassment. If a client is leaving the branch after an unpleasant experience and you choose to reengage in the conversation ? The one thing I do remember saying to her was that my treatment from her today appears to racially motivated and that I am sure if I was a XXXX woman then she would have immediately approved the fee waiver because she had to get up to look at me first before she could decide to approve the waiver. XXXX became really angry and raised her voice and repeatedly shook her head saying you are wrong maam you are very wrong for saying that maam and then she walked angrily towards the back office. By that time, I left the bank, took a few steps outside and came back into the bank. About 4 employees were gathered in the middle of the bank. As I walked in I requested the name of XXXX. She immediately responded that she can give me her business card. She walked into the office on the left. I then turned to the XXXX male employee wearing XXXX pants and asked him if he wouldnt mind getting the business card for me because I did not want a continuation of her talking down to me. Took a few minutes but he came back out with a QRS code saying that she only had a digital card available and could I scan it. I responded that I did not have my phone and could he write it down for me. He agreed. I gave him my receipt ( thats how I know he was wearing a XXXX XXXX XXXX I thanked him and left the bank.\nApproximately XXXX minutes later, I placed a call to customer service chase to have my concerns documented. Chase bank rep told me that the fee waiver process is automated and has been like that since pandemic. She also said that there was no reason for anyone to ask for approval and that the teller should have submitted my request electronically. She said that there was no reason for XXXX to review my account. Chase rep said that if I have any other issue that I should call tele banking and they will approve my request. The rep also noted that a fee waiver request had not been submitted on my behalf, despite my request. During my talk with the rep, a local call came through my phone and I remember saying out loud Is that the bank calling me ???. I finished up with the rep and immediately called the number back. It rang and rang. No one picked up and there was no answering machine. I then listened to my messages and heard this Helloo XXXX, This is XXXX calling from XXXX chase. I hope you are well. I was looking forward to having a talk with you regarding your transaction in the bank today. You can call me back at XXXX XXXX XXXX. Again, this is XXXX calling from XXXX chase. I look forward to hearing from you. I was absolutely bewildered and scared at this message. I kept asking myself how did she get my number, so she went into my account and got my number, she opened my bank account and took down my personal details. At this point, I am really concerned and I call Chase customer service again. The rep told me that chase employees can call clients to offer advertising and promotions or for fraud or for a claim or part of something legal. She mentioned that Chase employees do not cold call customers regarding transactions or incidences that occur on their premises unless a client requests a call back. She said that chase employees should not access my account to discuss a previous transaction. The rep I spoke to didnt believe me. She suggested that maybe it was a scammer or a prank. I assured her that this was exactly how it occurred and even offered to play the message for her. Just as she was about to escalate my call to a supervisor when a call came in from the number XXXX XXXX XXXX. As I saw the number I knew it was Chase and I panicked and yelled at the rep Oh my God she is ON THE PHONE RIGHT NOW!! I cant remember what the rep said because I quickly switched to the other call. It was XXXX and she said that she knew me very well that she has been my teller many many times. I asked what was her position and she responded that she was the supervisor. I then asked her if the branch manager was her boss and she said yes. I asked her why she was calling me and she said to discuss todays miscommunication regarding fee waivers. I then asked her how did she get my number ? She said that as the supervisor it was her duty to call clients to follow up on issues like this. I asked her if she was aware that I had earlier told XXXX the branch manager that I did not want to be called and she said that she did not. I asked for her last name and refused to give it to me stating that chase employees go by first names only. I did most of the talking after that. I told her that I was humiliated and disappointed with my visit earlier today and that I am very concerned that I am receiving an unsolicited call from a Chase employee and per the chase rep this is not part of your policy. I specifically asked NOT to be called about any issue and this feels that my rights are violated. I then ended the call.'

Company response to consumer: Closed with explanation