Consumer complaint received 2024-06-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
My husband and I opened a safety deposit box at Chase Bank branch at XXXX XXXX XXXXXXXX XXXX XXXX, NY XXXX in XXXX of XXXX. We signed the papers and received the keys to the box. We then placed our items in the box. 

XX/XX/XXXX - I attempted to access my box with my keys, my ID and a copy of the lease given to me by Chase. I was told no such account exists. The bank employees then told me they will request a signature card to validate my account and give me access. I sent multiple emails between XXXX  XXXX XXXX and received no response from the bank. 

XXXX XXXX - I received a phone call from the bank junior manager XXXX who said she will have the signature cards by Monday ( XX/XX/XXXX ) and give me a call to give me an update. I heard nothing between XX/XX/XXXX and XX/XX/XXXX. 

XX/XX/XXXX - I went back to the bank to get an update and met with XXXX XXXX the branch manager who told me and my husband that they have the signature cards and will validate by the end of the day if they find our account. Later this day they called and said they have found the physical card with proof that we had an account and will now figure out how to get us access. 

XX/XX/XXXX - My husband received a call from the bank manager XXXX XXXX who told him that they do not have the account and have no idea where the items are and the only way to move forward is to give them a list of items to try to find out where they went. 
I went to the bank in person at XXXX XXXX, with my keys and ID again I asked to access to my box # since they had validated that we had this box. The bank refused and I called XXXX for help to report theft. At this point the bank manager brought out the signature card showing both my and my husbands signature and matching the account number on the keys that I still have to prove that we did in fact open and have a safety deposit box at the bank. The bank had made a huge mistake back in XXXX and never put our account into the system. At some point between XXXX and XXXX their team went and drilled my box- WITHOUT my permission or any notice to me and removed my items. I have now been told to give them a detailed list of my items and I'm waiting to hear back anything for where they have taken my items. 

At this stage, the bank made a huge mistake and didn't register our account even though we have the keys and the signature card showing both mine an dmy husbands signature and unlawfully opened my box and removed my valuable and sentimental items and is now not giving me an update on where my items are. 

I have the keys to the box, I have the lease agreement for the box given by Chase and the bank has a signature card showing my husband and I opened the box with the same account number ( also on the police bodycam recording ). 

I am looking for help to hold the bank accountable for unlawfully drilling my box and removing my items and now not finding and returning the items as quickly as possible.

Company response to consumer: Closed with explanation