Consumer complaint received 2026-05-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: VA

Complaint narrative:
Around XXXX XXXX on XX/XX/XXXX at XXXX XXXX XXXX I walked into chase bank. XXXX XXXX got up from her desk and met me and my XXXX kids at the door. I informed her there was a hold on my check for the last 2 days but as of this morning they extended it for another 5 days and I wanted to know if they could look up the reason it was extended and if there was a way to verify the funds so the hold can be lifted. She explained my check was on hold and proceeded to look up the rules to chase bank. I said I understood what a hold was and why but I was curious if they could just look it up because I know sometimes they will give a reason especially since it was extended or let u bring paper information to verify the checks validity since its from payroll. She refused. I asked if I could speak to someone else she said she was the manager. I asked her name and she covered it up with her hand and told me I needed to leave and that she was calling the police. I said you havent even asked me my name dont you need that to look up the check number and my account information? Other employees tried to help me and she instructed them not to. A very nice woman came out her office and kept apologizing for the managers behavior and asked if I would like her to call the fraud department to see what was going on with the check. I informed her that the XXXX XXXX XXXX said the bank doesnt do that and the woman gave her a look and asked her why she told me that lie! XXXX XXXX stated because no one is to help me i just needed to leave. When I tried to get her name or another supervisors name she refused. I finally got a good look at her name tag even though she was trying to hide behind the wall at this point. When I started to write it down XXXX chose to come around the counter and stand XXXX inches from me flashing the tag in my face and texting on her phone for XXXX or XXXX minutes before I said you need to get away from me is this your way of intimidating me? She walked away and started running her mouth. So I moved XXXX inches from her face and said is it ok if I stand this close to you like you were doing to me? And she acted like I was trying to assault her and instructed a large male employee to help her and then he stood in front of me like he was some type of security officer. But its ok to let me and XXXX children feel intimidated and violate our personal space? All I wanted was an answer to my question and instead XXXX refused, never even asked my name, told the other employees not to help me, and had the police treat me and my XXXX children like some kind of criminals! From the moment I barely walked through the door she met me with rudeness. Is it standard to not even ask bank customers their name or attempt to pull up their information before refusing services? Because if its not I can only assume it was a race issue XXXX met me before I barely even got my stroller in the door just to never ask my name, refuse to answer my questions, and call the police on me. What else am I supposed to assume is the problem? Cameras can be looked at to show I did not behave in any threatening or rude manner but her behaviors were rude from the moment I was barely able to enter the bank. I was upset no one would help me and then treated like I was crazy for it.

Company response to consumer: Closed with explanation