GARNERVILLE, NEW YORK -- I had the WORST experience at the Chase Bank located at 58 W Ramapo Rd., Garnerville, NY. (I have to say that the tellers at this branch have ALWAYS been a pleasure to work with and this review is certainly no reflection on them.) I went in to get something notarized and waited over 30 minutes. The long wait time was certainly annoying as I sat and listened to ** talk loudly and incessantly to the couple she was serving, but I figured this was their idea of friendly service.
What I found absolutely UNACCEPTABLE is the way this couple's private information was broadcast across the bank. I know both of their names, how much money they make jointly, their home address including apartment number, his mother maiden name and the approximate time their cards are due to arrive in the mail. I guess the couple are lucky that I am not a thief because the bank employee would have made my job very easy, if I were one of the bad guys.
In this day and age of identity fraud, I was absolutely flabbergasted at the unprofessional and dangerous business practices being displayed right in front of me. If they care so little about this couple's privacy, how in the world and I supposed to feel safe about how my information is handled?
**, the Chase employee in question, could tell that I was very annoyed at the situation but it was her belief that my frustration came from having to wait so long. I was fine with letting her believe this was the reason for my frustration until she then curtly told me that if I had called and made an appointment for notary services, then I would not have had to wait. I replied that I DID call and if making an appointment ahead of time was such a great idea, then perhaps the person on the phone should have informed me of that option.
She went on to make a quip about how it was 20 minutes until 6 (I arrived at 5:15) and that I was lucky that they even had a notary available to help me. I informed her that during my phone call I was assured that a notary would be available until 6:00 on that specific day. So I guess now I am supposed to feel lucky that there was even someone there doing their job?
So the privacy of personal information is obviously NOT a concern (what I witnessed has to be against the policies and procedures of any banking establishment) and I as customer who tried to do her due diligence and called ahead of time is somehow left feeling that I should feel fortunate that she even bothered to help me at all. So why am I banking with this establishment? I have no idea but I know a lot of other banks that would welcome my business.
The difference in customer service between Chase and competing banks is an eye-opening experience. The times they are a changing. I guess when you bank with an establishment for over 15 years, they just assume you will never leave...how wrong they are.
SANDY SPRINGS, GEORGIA -- When I dealt with Chase, I was in college. I had many signals to warn me of the poor decision on my part by opening an account with them. The first was when I had to deposit my checks in person before my direct deposit started. I was in an accelerated school which meant I was in school from 8 AM to 4 PM with a job right after. So I was in line at the bank with every other busy human being at lunch instead of eating. This was mostly a complaint on whoever managed the two branches I visited.
Either they were cutting corners or didn't care, but these centers were always understaffed. I remember clearly standing in line one lunch with 3 employees trying to take care of us. One at the window and the other two at the counter. The one at the window then announced loudly she was going to lunch, leaving the other two to deal with our growing line. I don't blame the lady. Employees have to eat too. I blame the management as I remember the looks those others in line with me gave her that only hurt the brand's image. No matter how fast they tried, I ended up having to leave 45 minutes in with only two people in front of me to get back to school on time.
The second was a whirlwind of unfortunate events that brought to light how much Chase is really about your money and nothing else. I worked at a job that required you to go through a temp agency. Due to the nature of the job, they could not disclose the job's location until you were actually hired. Once hired, your paperwork stayed at the temp agency for security reasons. Well that temp agency lost my scanned ID one day. Some ass-hat somewhere up the chain looked at my last name (**) and stopped my direct deposit and sent me a warning letter that I needed to get my green card renewed asap.
It just so happened at the same time, someone had stolen my card number for my Chase account. I check my account everyday, so as soon as I saw 2 new charges pop up that weren't mine, I immediately called Chase to have my card terminated and new one sent to me. By the time the card was terminated, I had over 16 transactions. Some little, like coffee, some larger, like cell phone plans (which at the time were not the cost of what we have now). Still, because my paycheck had been stopped, I went into deep overdraft territory and like most banks, Chase charges by the transaction.
I had over $180 in overdraft fees. It took me 2 and a half days to work with my temp agency and bank to get them to see that I really, really, really was an American citizen and that those charges were not mine. Chase retracted the charges; however, they were not going to retract the overdraft fees. Their customer service basically told me in a polite-ish way that I should have managed my money well enough to have avoided those overdraft fees. Because, you know, a broke college student with a missing paycheck needs to just hurry up and get that mystery cash savings together.
My last and final sign was the next day, I went in early and missed a class to close my account at Chase. When I reached the front of the line and was asked how I could be helped, I told them I'd like to close my account with them. The man immediately started typing. I was a statistic. Not a customer. Otherwise there might have been service. "We're sorry you're leaving us. Is there something we can do to change your mind? I apologize that you are unsatisfied with..." Nothing. The man finished typing, opened the drawer and handed me what was left of my money after their stolen $180 and told me to 'have a good day'.
I went to Washington Mutual after that. Talk about customer service. These people were always fully-staffed for their needs. Their people were friendly, remembered my name, went above and beyond to serve you. If there was a long line of waiting people, even the folks who normally handled mortgages and whatnot in the back would peek their heads out and offer to help anyone who was waiting. It was amazing.
I was so crushed to hear WAMU was bought out by Chase. It crushed my soul. As an older adult, it was a depressing view into the monopolized world of business and how big business could ruin the best things. Today, I won't even go to a Chase ATM. My current bank refunds my ATM fees but I refuse to give that sorry excuse for a financial institution a dime of my money, much less a $3 ATM fee.
OREM, UTAH -- Received a check as a graduation gift and tried to deposit it on June 1st. I was told that it would be a week until my funds were ready, waited two weeks and saw none of my money so I visited the branch. Apparently they were unable to contact the maker of the check because they had been trying the wrong phone number and when given the correct one, they still continued trying the wrong one. I asked the maker of the check to visit the branch to verify his identity, but it was “confidential”. He left a copy of his ID and his *CORRECT* phone number. Still, no one called him.
Savings account was closed, card was canceled, and I had no access to *ANY* of my money. Not only the check that I had tried to deposit, but also my previous funds, so I had no way of eating until given an ATM card days later. At this point it had been a month since I deposited the check. It was suggested that I ask the maker to cancel the check and instead give me a money order, but upon contacting his bank, he realized the money had been withdrawn from his account on June 2nd (a month ago).
I threatened to bring my attorney into this and that's when it finally seemed like anyone began *TRYING* to help me. The maker was contacted by my banker and the fraud department, his identity was verified, and I was told that I would have the money deposited into my account in the next 48 hours. Waited three days, still nothing. Visited the branch again, possibly for the 10th time in the last month and a half, and was told it would be another 48 hours. Waited four days: nothing. Two days ago, it was deposited.
It's nice to know that it takes them nearly a month and a half to deposit a check. I have been utterly patient, kind, and understanding while waiting for *MY* money to be given to me. What angers me the most is that for whatever reason, Chase thought it would be a good idea to withdraw the money from my uncle's account but refuse to give it to me, merely to "prevent fraud". Well, that's fraud. He didn't write the check for Chase, but it was still taken and held onto for much longer than necessary.
UNION CITY, CALIFORNIA -- I had always declined overdraft protection so I was surprised to see my checking account with two overdraft fees for a check nearly 7K that was cashed. The check was never intended to be cashed. I had an agreement with a home improvement business that my nearly 10K contract would all be paid by my American Express credit card. My 30% initial payment was paid by American Express. The 70% final payment was to be paid after the closing date statement of my American Express and then I would receive in exchange the check back when I paid with my American Express credit card.
However, the day after I signed the check, I cancelled my contract with the business so the check was supposed to be returned to me within 10 business days following receipt of the cancellation notice. Instead the sales project consultant deposited the check with no services rendered. I am now out of nearly 10K. I am angry that the funds that I had reserved to pay my bills are in the hands of a business that I will now have to sue. This would never have happened if Chase Bank had returned the check instead of paying the check.
BROOKLYN, NEW YORK -- I was told that I could receive $125 if I put ten thousand dollars into a brand new Savings Account for 90 days, not 120 days. I was misinformed and misled about the terms of opening this type of Savings Account and even worse, I was pressured to open the account and I was given a deadline that was just one week later extended.
It seems to me that Chase wants to have their cake and eat it too! They are short on the details and when they say there's a deadline, they pressure and even coerce you to buy their current promotional product. And then adding insult to injury, they extend the deadline for some of their promotions after they have pushed you to meet the previous deadline.
Lastly, if you don't have huge amounts of money in more than one account, your checking and savings account don't bear any or just marginal/minimal interest. Chase is for wealthy people who can afford to put large sums of money in checking and savings!
INDIANA -- I don't complain too much, but: So I paid back an large Chase overdraft payment the very next day (due to my error of having the wrong day by just one day on an automatic payment). Chase says that I paid the overdraft back TOO soon (before their closing date) and the computers could only apply my payment to the lower interest rate instead of applying it to the higher interest rate like they're supposed to. So NOW I'm forced to have my payment refunded back, pay the high interest 19.5% rate for 25 days, then pay the payment AGAIN after the closing date so their computer knows where the payment is supposed to go.
MORAL: Before you decide to pay back an overdraft, CALL Chase Bank and ask them if their computers can handle the payment at that time! This is all perfectly clear to me now. Their computers only do what is best for the bank, and not what's best for the consumer. BTW - If I hadn't caught it on my statement, they would have kept charging me the 19.5% for the rest of time.
VANCOUVER, WASHINGTON -- My wife and I have been with Chase for about 5 years. We went to them after some extremely rotten dealings with Wells Fargo, with whom we had been with for more than 20 years. We have a checking account only with Chase, along with a debit card, no credit cards whatsoever. Since being with Chase, we have had nothing but great service from their personnel in our neighborhood. The branch we use is located in the Fred Meyer (Kroger) store near our home. The people there are helpful, friendly, and always seem happy to see us and to attend to our questions and problems.
About a year ago, I inadvertently got involved with a credit monitoring outfit in Texas, believing that they would get a one-time $30.00 fee for their report. Instead, this credit monitoring outfit hit our account for $30.00 three months in a row. We went to our local Chase bank and told the representative there about this. We were told that we would be getting back all but the original $30.00. Instead, after just a very few days, less than a week, we had all the $90.00 back in our account.
The only thing the representative at Chase asked of us was to let him know when and if the money was returned. Whatever anyone else might say about Chase, they have treated my wife and me with the utmost respect and great service.
MANDEVILLE, LOUISIANA -- A STORY OF BAD BANK PRACTICES. Do not do business with this Chase Bank, they steal your money. In 2006 I deposited a check in an ATM with Bank One that was acquired by Chase; I had the receipt and the deposit slip. They put the money in my account and a day later took it out, claimed they never received the check. I called them and they said contact fraud department, so I filed a claim.
Weeks go by and many phone calls and they refuse to give me my money back. I even faxed over the company that wrote the check, proof that Chase Bank cashed it. I immediately I closed the account like a normal smart person would. They refused to stop charging me NSF fees after they lost my check.
The collections department was calling me over and over, harassing me. I told them I refuse to pay NSF fees when you lost my check. I checked with a lawyer and he wanted to charge me more than the check to get my money back. I wrote it off… Later in 2010 I started a new business technology company in Mandeville, Louisiana and I was talked into opening a business account with Chase again. I put over 15,000 dollars in this account kept finding errors, and one day right before Christmas, I am missing over 1000 dollars - says on the statement transferred to another account.
I called every department, no one could tell me where my money was or where it went. I told them I refuse to put more money in the account until they showed me where my money went. They promised me they would somehow freeze the account until they get me that information. Weeks later I see they lied, I had a credit of 00 deposited and the took it all with NSF fees - over 300 dollars in NSF fees.
I went to talk to the Mandeville manager in person, his name is **, because after many phone calls, he would not return my call. I was told he was the only one who because Chase Bank made a mistake and the lady I spoke with did not freeze the account like she said she would. ** was the only one who could reverse the NSF fees.
Even after admitting to me he did not call back and admitted he failed to freeze the account, he would not return my NSF fees and refused to close the account because the NSF fees brought the account to a negative balance. He cursed me and told me to leave the bank. He lost his cool, as I was walking out he said he is going to close my account in a very angry voice. I said, "good, what do I need to sign?" and he said nothing. The day after, I see he still did not close my account and more NSF fees are to be acquired.
Please as a nation of good people DO NOT DO BUSINESS WITH CHASE BANK, YOU COULD BE NEXT. I lost over 2900 dollars because Chase Bank took my money and now they refuse to give it back. Please if anyone has a similar story, write it down and let other people know about banks that take your money. I will be starting a web blog and collecting similar stories on this website.
LONG ISLAND CITY, NEW YORK -- My husband and I have a small business. For about 15 years, we have had our business account at Chase. The location was very convenient and the manager, tellers and customer service people were all very friendly. The last few years things have gone down hill. It started with the manager leaving. Even though we are a very small company, he always treated us with the same respect as larger companies. For a while, there was not manager and then a new one every month or so. The current and previous managers have lasted longer, but their attitude is not one of how can we help you rather what can you do for us.
A few months ago, we decided to move our account to another bank. The manager we liked so much was at that location and we felt very comfortable there. We did not close the Chase account right away in order to give ourselves a chance to change over automatic payments, credit card deposits and the like. At the beginning of this month, I went to the bank to make some final transactions.
The teller called the manager over who then asked me to come to the customer service area. I was told that our account was closed. I asked why and received no response other than your account is closed. I asked the manager to please find out why and she went into a back room of the bank. I waited for several minutes and then saw her in the teller area talking and laughing with one of them. She then came out and gave me a number to call for more information. I asked if she couldn't call right then, but her only response was, “Your account is closed” and “Have a nice day.”
I went back to our office and called this number. The answer I was given was "your account is closed" and that I would receive a letter explaining everything. I was very frustrated. There was money in the account and I was unable to get it. I was told I would receive a check when they finished the closing process.
A few days later, I did receive a letter stating that the account would be closed 10 business days from a certain date. That date was one day before I went to the bank and was told it was closed. It also stated that 5 more business days after this a check would be issued for any money still in the account. The letter did not give any reason for the closing. I asked why I wasn't given any warning and was told that Chase decided to do things that way. I asked what had prompted the closing and was told Chase has rules for having an account and I had done something against those rules. I asked what specifically I had done and was not given any reason.
I explained all this to the manager at my new bank. He was surprised and told me they cannot hold my money and that I should make a fuss and also to call the executive offices. I called the branch and after asking several people got the number for the executive offices in our city. Unfortunately, I received no further help there. In fact, the representative I talked to was very rude. She gave me the same answer "your account is closed" and could say nothing further.
I called back a second time and this person was a little nicer, but no concrete answer. I find that I have no choice but to wait for them to send us the funds they are holding. I feel Chase is acting like a bully. I am the small guy and the big bully is doing whatever he feels like. I did nothing wrong and am being punished for some reason. Once this is over, I will be glad to be rid of Chase.
SACRAMENTO, CALIFORNIA -- My husband and I have become the victim of fraud on our checking account. Chase not only won't return our money, they are demanding payment of $400 in overdrawn funds. I apologize for the length of this report but felt the length is necessary to adequately explain our situation.
We opened an account with Washington Mutual over a year ago with $110. We then received $100 "bonus" for opening the account. Since that time, there has been $210 in the account and we have NEVER used this account. The ATM cards sit in our desk drawer. As most everyone knows, Washington Mutual was bought by Chase. If my husband and I are guilty of anything, it's that we don't closely monitor this account because we never use it. We've been meaning to close it but just hadn't gotten around to it.
We then moved on May 1st. Through all of the chaos with moving and getting our mail forwarded several weeks went by before we opened any of our mail. All of our important bills are on automatic payment. On May 25th we opened our mail to find a letter stating that a hold had been placed on a recent deposit in the amount of $1500.56 on April 27th. This sent the alarm bells off immediately since we have never used this account. We then found our bank statement and found that there had been multiple deposits and withdrawals.
Our initial thought was that our account had gotten crossed with someone else because of the deposits. We also found our ATM cards right away. My husband immediately called Chase to find out what was going on. The representative on the phone was completely rude and actually told us, "How do I know you didn't do this?" He could not help us and told us to go into our local branch.
My husband went to the local branch the next day. It took two people to finally figure out what was going on, but it did in fact appear that someone was fraudulently using our account. Chase had switched from MasterCard to Visa and had mailed new cards on April 20th WE NEVER RECEIVED THESE CARDS. Now, we have a locked mailbox how someone got a hold of our cards and pin numbers I will never know.
There was an initial withdrawal of $200, multiple balance inquiries (a tell-tale sign of fraud), multiple deposits, and withdrawals. We were able to obtain copies of all of the deposits all of the checks were clearly stolen and our signatures were forged for endorsement.
My husband filled out all of the paperwork to file a claim and was told that I would need to return to the bank to sign the paperwork as well as both of our cards were used. I went into the bank of June 5th and completed the remaining paperwork. At this time we also asked to see the ATM videos she told us that it was not us on the video (duh, I could have told her that) but they were not allowed to show us the videos unless we have filed a police report. We were assured that we had done everything we needed to do and that our money would be returned to us.
Later that we week we began to receive multiple letters from Chase. They had approved some of the claims but not all of them (each transaction required a separate claim). We received three cashiers' checks, in the amounts of $14, $36, and $6. We then called the person at the local branch for an explanation. She contacted the fraud department for us. When she got back to us, she explained that she couldn't get an exact answer as to why our claims were denied but she thought that the fraud department believed we had given our cards/pins to someone else.
So here we are again, back to square one, still with no money! She then told us that there was nothing more that she could do and that we would need to contact the fraud department directly. We then contacted the fraud department and asked to speak to a supervisor. We explained the entire situation to the supervisor and after a lot of pressure, he finally agreed to review the case again. However, his attitude was nothing but appalling. He treated us like criminals!
I nicely explained that we at least deserved an explanation as to why the claims were denied particularly because they had approved 3 of the transactions but none of the others. Clearly, if Chase believes our account was fraudulently used for three transactions, they must believe all of the transactions were fraud. He then told me that I was wrong, and that Chase had denied all of the claims.
I have the letter right in front of me and read it to him - "Our research indicates that the transaction was processed incorrectly or was not authorized" and I have a cashiers' check in my hand! He still insisted that I was wrong and that Chase had denied all claims and they would want that money back. Are you serious? Have I gone absolutely insane? !?
The only answer he would give me as to the reason for denial was that research revealed that the transactions were processed correctly and that it was within Chase's policies and procedures. I asked for a copy of the policies and procedures. I was told that Chase does not share its policies and procedures with customers. Again, are you serious? What kind of company doesn't share its policies and procedures with customers? I was told that if I wanted to see a copy of the investigation, I would have to subpoena the documents.
So here we are, six weeks later, and we can't get our money back. So at this point I'm ready to give up. We really only lost $200 and it's probably not worth my time to fight it anymore. BUT then, just when I thought this situation couldn't get any worse, the saga continues. The collections department is now calling me and my husband daily and they want the $400 in overdrawn funds on the account. If we do not pay, we will be reported to the ChexSystems this will impact our credit rating and our ability to establish an account with other financial institutions.
This is absolutely ludicrous. We have done nothing wrong. I am NOT going to let this go and feel it is my duty to fight this unfair practice for myself and fellow consumers. We have since filed a police report for the initial fraud. I will also be reporting Chase to the Attorney General, the California Department of Financial Institutions, and will also file a small claims suit against them.
Two of my family members and one of my co-workers have already closed their Chase account since hearing about our ordeal. I warn all fellow consumers that Chase can't be trusted and your money IS NOT SAFE!
Stay tuned as this story unfolds....
Update: 8/1/10; Chase has responded to complaints through the Office of the Comptroller and BBB. They have again denied our claim, stating that we had to given our PIN to someone else. I have contacted several news agencies.