Consumer complaint received 2025-07-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO.
State: AL

Complaint narrative:
Issue Number 1 : On Tuesday XX/XX/year> I made several withdrawals from an abroad ATM as I do weekly, as I live abroad. I also made my weekly business expense which was payment to an international company located in XXXX XXXX. 

Typically when I make these transactions, Chase is very close to the internationally accepted exchange rate, making a little money from it, as is there right, but it is a fair exchange. This week they were very different, the XXXX XXXXXXXX payment was {$20.00} more then usual. And my ATM withdrawals totaled to almost {$100.00} over what was normal. 

I AM NOT WRITING FOR A REFUND OR CREDIT XXXX XXXX XXXX XXXX But I am writing to gain understanding from these harshly hiked exchange rates. 

I tried reaching out directly to Chase via their phone line. On the same day mentioned above I called at XXXXXXXXXXXX XXXX XXXX XXXX XXXX. I spent a total of XXXX minutes on the call. First with their private client line, who after hearing my concern transfered me to the frauds department, which wanted to asked me about a closed claim I had filed at the beginning of XXXX. Where an ATM had charged me for a transaction and not dispensed any money. It had been investigated by them and determined I was correct. I even had the receipt from the ATM showing {$0.00} had been dispensed. ( This normally happens here when there is not money in the ATM. ) But after being in that department for a long time, they transfer me back to the private client line. Where they insist that only my private banker can answer those questions. Even thought I told them I had difficulty communicating with my private banker. So they transferred me to the " branch manager '' of XXXX, AL. Where I tried to explain that I was trying to understand the increase in the conversation rate for withdraw and online purchase. To which she explained that the exchanged rate was handled at the teller window at the time of the request and she couldn't give that information over the phone. Which I had to again very carefully describe my issue again for her to understand. 

" Usually when I withdraw money from the ATM the conversation rate is very close the posted and accepted international exchange rates. This time I lost significantly more, why was that, had policies changed or what happened so I could finically plan better moving forward. '' She said she understood, finally, and said she couldn't share policy information with me but would look into finding out more for me, and said she would call me back in 30 minutes. 

Apparently she got busy, which I do not take offense, she is working on the ground level with people and things happen, but she didn't call me until XXXXXXXX XXXX XXXX XXXX XXXX At that time their bank had already closed. It rung a single time, and I click accept but the call already ended, I tried to call it back but said it was a XXXXXXXX XXXX line. To enter the extension of the person I was trying to reach. Which I didn't have so I called the branch but the auto answer said it was after hours, no other attempts were made by the branch to contact me back. 

So if possible I would like my question answered and address please. 

Issue Number 2 : I have kept my accounts, to my knowledge more or less in good standing. Paying any and all applicable fees. I attempted to open a business checking account online at chase, and told me they were unable to do so at the time, and they would be mailing me a letter, but I am abroad and can't see the letter, if it was sent as to why. I called and after being transfered a few times, they said I had a business account that had been closed and had an outstanding balance, I paid it IMMEDIATELY, the representative said that was the only reason he could see and that the system should update in a few days and try again, and I did but was met with the same issue. ( He was a very nice representative, by the way ). So if possible I would like to know why I am being blocked from opening a checking account when I have complied with all fees and regulations.

Company response to consumer: Closed with explanation