Consumer complaint received 2025-08-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: JPMORGAN CHASE & CO.
State: IN

Complaint narrative:
On XX/XX/2024, my husband and I visited the Chase bank branch located at XXXX XXXX XXXX, XXXX, Indiana XXXX, to have a document notarized. Our experience was unfortunately marked by unprofessional and seemingly discriminatory treatment from a bank employee. 

Upon entering, we were initially greeted in a markedly less welcoming manner than the Caucasian customers who preceded us. The employee 's greeting was abrupt ( " what brings you here? '' ) and lacked the courtesy extended to others. Her subsequent instructions to " have a seat '' were XXXX and lacked any further explanation or reassurance. This differential treatment was observed repeatedly ; while engaging in friendly conversation with other Caucasian customers, the employees interactions with us remained unfriendly and impersonal. 

We attempted to explain our need for notarization, only to be met with further questioning about our Chase membership status. Despite my clearly stating that I was a Chase customer, the employee persisted in questioning my husband 's status, even after I had explained the purpose of our visit. This line of questioning felt unnecessary and implied an unwarranted level of suspicion. Our request to speak with a manager was also dismissed. The prolonged silence and lack of acknowledgement that followed created an uncomfortable atmosphere. 

We have been Chase customers for 17 years, having initially opened our account at the XXXX branch ( XXXX XXXX XXXX, XXXX, XXXX XXXX ). We have never before encountered this level of poor service. We believe the behavior we experienced warrants further investigation. We are requesting a review of this incident and appropriate action to prevent similar situations from occurring in the future. We believe this was discriminatory behavior. The employees final request for LICENSE was particularly confusing and unprofessional. 

We found the experience to be unexpectedly and unprofessionally challenging. 

The notary public, whose name we unfortunately did not obtain, exhibited unusual behavior. She accepted our identification without any verbal interaction or acknowledgement, proceeding to complete the notarization process without reviewing the document itself. When we inquired about the unusual process, particularly the request to read the document aloud, she insisted it was standard procedure to ensure our understanding. This request was made without any prior review of the document and felt unnecessarily demanding, given our extensive experience with notarizations at other Chase branches and financial institutions over many years. 

Our attempts to clarify the process and to obtain a manager 's assistance were unsuccessful. The notary became increasingly agitated, and our requests for clarification were met with escalating volume and a dismissive attitude. We ultimately learned that the branch manager was unavailable. 

Given the unprofessional conduct we experienced, I am contacting you to formally register a complaint. We hope this matter will be addressed, and that measures will be taken to prevent similar experiences for future customers. We expect a more professional and courteous level of service when using your banking services. 

Initially, a male employee informed us that the manager was unavailable. When a female employee approached, she abruptly and rudely demanded that we leave the premises. Despite my attempts to explain our purpose and request her name, she repeatedly refused to identify herself, falsely accused me of recording ( which I was not doing, and there is no signage prohibiting recording ), and threatened to call the police. This continued even after I explained that we needed to speak to a manager to address the situation. She ultimately identified herself as the manager but still refused to provide her name or the name of the other employee. 

Following this incident, I contacted Chase corporate. The representative I spoke with expressed surprise at our treatment and stated that Chase does not have a policy requiring customers to read documents aloud before notarization ; she confirmed it was unusual and against standard practice. The representative further acknowledged that there is no posted signage prohibiting recording within the branch. While she apologized for our experience and said the matter would be escalated, I followed up a week later, and my complaint was essentially re-opened, with no resolution or indication of any action taken. I was again assured of a response within 72 hours. 

I request a thorough investigation into this matter and appropriate action taken against the employees involved. Their behavior was unprofessional, dismissive, and created a hostile environment. I have been a loyal Chase customer for many years and am extremely disappointed by this encounter. I expect a prompt resolution and a clear explanation of the steps Chase will take to prevent similar incidents from occurring in the future. 

I was mailed a letter from Chase stating the following : Chase will unexpected be closing all of six of my Chase accounts, including those held in my children 's and grandchild 's names. The closure was communicated via mail with an ultimatum to transfer all documentation or face account closure without further notice. 

Subsequent calls to Chase corporate resulted in unsatisfactory responses. While representatives confirmed the closure, they offered no explanation for this action despite my requests for clarification and escalation to senior management. I was particularly distressed by the unprofessional and dismissive treatment I received from some representatives during these calls. My attempts to highlight our treatment at the Chase branch ( where we felt we were discriminated against ) were met with silence. One representative suggested I simply wait a year to reapply. 

Following this experience, my application to re-open a Chase account was denied. Given the circumstances, and feeling that we experienced XXXX discrimination, I have engaged legal counsel to explore all available options. This action is not solely about financial compensation ; it is about ensuring accountability for the disrespectful and unprofessional treatment we received after nearly two decades of banking with Chase. The abrupt closure of our accounts, seemingly without justification, is unacceptable. I am also filing a complaint with the Consumer Financial Protection Bureau. My legal team is investigating whether this represents a pattern of discriminatory practices against XXXX Americans at Chase. 

To this day the same Chase branch does not have a no recording sign at the branch, I was not recording rather this was the employees tacked of being asked and questioned as to why we would need to read documents out loud to make sure we understand without prior obtaining of the documents to read herself. I will not allow Chase to continue to treat long time clients this way of different races, or be lied on. I would expect an apology and reopening of my accounts or I will take this further with my lawyer so that this does not happens to other clients in the future.

Company response to consumer: Closed with explanation