Consumer complaint received 2025-08-30 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Banking errors
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
When I was first introduced to XXXX XXXX, I met him through my friend XXXX XXXX. I did not sense a good connection, and felt the way he treated me was dismissive. He pretty much stared at the screen the whole time and did not give me much eye contact. The focus was on my friend during the meeting. There was no detailed explanation of the different investment funds and I was given limited advice. After two meetings, I requested to change to a different private banker. XXXX told me I had to close all the accounts and reopen them. That was the first lie I was told. 

Throughout the few months that I worked with him, I could tell he treated me differently and unfairly. He would text my friend XXXX when they communicate, but not me. When he told me he called me and tried to leave a message, and was not able to because my voicemail was not set up, he would not text to reach out to me. Instead, he would reach out to my friend and ask him to reach out to me. And only after my friend prompted him to email me, then he would send me an email, despite the fact that I told him multiple times I would rather receive written communication. He emailed me on XX/XX/XXXX saying that he and the escalation team attempted to call me that morning, but I see no record of missed call, and no voicemail. The voicemail issue was already solved during the evening of XX/XX/XXXX. That was the second lie. 

When I questioned why I did not receive the {$1000.00} coupon bonus by email, he told me on XX/XX/XXXX that he had no control over the bank operation. When I called him on XX/XX/XXXX and left a voicemail, I asked him to call me back. Instead he asked his coworker XXXX to call me. Again, he was dismissive in his action. However, when my concerned friend XXXX called him on XX/XX/XXXX, he would respond and even perform a trace on my account. XXXX told my friend XXXX sensitive information such as when I moved my money from XXXX XXXX account to Large cap account, when I withdrew the money to my checking account, and how I used the money to pay for the credit card without my consent. At that point I felt extremely uncomfortable and I asked my friend to stop getting involved. What XXXX did was illegal and I was extremely unsatisfied with how my account was handled. Not only did I receive unfair treatment, but I had to deal with my privacy being breached. 

On XX/XX/XXXX, I called XXXX and confronted him about whether or not he spilled sensitive information about my account to my friend XXXX, and he immediately denied that. XXXX said he was only giving XXXX guidelines regarding the coupon. That was the third lie. After the phone conversation ended, XXXX made a call to my friend XXXX and XXXX said he has three kids to take care of and can not afford to lose his job. Instead of admitting fault and apologizing, he wanted to use my friend to persuade me not to file a complaint.

I did not feel respected or valued as a customer during the time I worked with XXXX. He obviously prefers to work with my friend regarding my account, rather than speaking to me regarding my account. XXXX told me XXXX admitted that he only took my account because he was doing XXXX a favor. All in all, this doing XXXX a favor mentality explained a lot of his actions. I felt discriminated against because I did not deposit as much money as XXXX. XXXX was more attentive to XXXX requests, yet my experience has been disappointing and unacceptable. I can no longer trust XXXX as my private banker due to his poor ethics and customer service. Just because XXXX has a closer relationship with my friend, that does not give XXXX the right to share sensitive information about my accounts with my friend without my consent.

My experience with Chase involves extensive phone tagging. Last time when I had a chance to speak to XXXX regarding my case XXXX, she told me it was being escalated to the marketing director to make an exception. On XX/XX/XXXX, when I spoke with XXXX, he was pretty sure that my account was maintained above XXXX during the 90 day period.

Company response to consumer: Closed with explanation