Chase Bank - Worst Customer Service of Any of the 8 Banks I've Dealt With
Checking Accounts - Complaint
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 8AM to 4PM 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 asshat somewhere up the chain looked at my last name (Rodriguez) 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.