Chase Bank

Chase Bank

I have had 2 major incidents with Chase Bank in Manhattan during the past 6 months none of which were resolved, although the errors were clearly their fault. The first instance was with their Free Checking with direct deposit. I had direct payroll deposit so assumed that when this went into effect that I would no longer be charged a service fee. When this did not go into effect I went to a Chase Branch to find out why. I was told that I needed to sign up for this, which I thought odd, especially since I was paying $40-50/mo. in service fees, because who would want to pay a service fee if they could avoid it. Anyway, the customer service representative made the necessary changes in my account, I thought, The first month after this went into effect I was not charged a service fee so I assumed it had gone into effect. It was chrstmas season and I was very busy so did not check my monthly statement for December and January. When I received my February statement I was going over it because my checkbook was not balancing and I saw that I was once again being charged a service fee. Looking back over prior statements I realized that I had only received one month of free checking and had been charged a service fee for December and January as well. I called customer service and she was unable to explain why this happened but said she could only refund the service charge for one month. I was not happy with this but what could I do? I was just out that $90 even though they were at fault. The second issuse occured in April. I had written a check for $1300 but found out it was presented to the bank for $4300 and was returned for insufficient funds and I was charged a $35 fee. I called Chase Bank to see if I had mistakenly written the check for the wrong amount but when she looked at the check she said no, it was written for $1300 but had been encoded incorrectly and she refunded the $35 insufficient fee charge. During this conversation she asked if I wanted to open up a savings account. I said that might not be a bad idea since I used my debit/credit card extensively and occassionly failed to enter it in my checkbook and would inadvertently be overdrawn. I told her I wanted to use this account in conjunction with my checking to cover any overdrafts I might have. During the month of May I had approximately $8,000 of checks/debits and was overdrawn but it was not taken out of my savings although the money was available at that time. Within a little over a week this snowballed to $270 in Insufficient Funds charges. Upon realizing this I called Customer Service who said that it WAS DOCUMENTED that I wanted this savings account to be linked to my checking account and be used for overdrafts but since that did not happen (she did not know why) I needed to go to my branch as she was not authorized to refund that amount of charges.

When I went to my branch I spoke to Ms. Dana Moore who was very nice but said she was not authorized to resolve this either and would need to speak with her supervisor who would not be in until the following week and she would call me that Tuesday. When I did not hear back from her I called and she returned my call saying that I needed to explain the situation to her supervisor, Ms. Opal Henderson, and gave me her extension number. When I called I was put on eternal hold so I emailed her a detailed letter explaining the problem. When after several days I had not heard anything from her I went into the branch to speak to her and went through the entire problem again. She tried to make it look like it was my fault for not realizing right away that there was a problem. She advised me that she would have to speak to someone else and would get in touch with me. Well several weeks have gone by during which I have emailed and faxed her trying to get a response to no avail. I doubt I will ever get this resolved to my satisfaction even though it is clearly their error once again. Although my frustration level is at the max, I have some solace in knowing that I am not the only one who has had the same treatment by Chase Bank. Frances Click this link to e-mail the message author: Email User