The complaint has been investigated and
resolved to the customer's satisfactionResolved Chase Bank — horrible customer service
resolved to the customer's satisfaction
I had a checking and savings account with WaMu since 2004 with on-line bill pay and direct deposit from my employer. On 03/24/2009 I attempted to use my WaMu Debit card and my purchase was declined. Knowing I just got pain on 03/24/2009, I contacted WaMu/Chase Bank to address the issue of my card being declined for a purchase, when I was shocked and floored to find out that my direct deposit had been returned to my employer and my account was scheduled for closure on 04/06/2009 and no purchase or debits woulds be honored from 03/24/09 until the account was closed.
I was transferred to the Risk Operations Department when I was told that my account had been flagged due to my e-mail address, thus the reason for Chase to exercise the right to close my account without notification. I informed the Risk operations Customer Service Operatior that I have been a valued customer for over 4 years and that I had authomatic bills coming through as well within the next day or so, based on my pay dates. The customer service rep stated "thats not my problem".
I requested to speak with a supervisor or an investigator when I was told I was speaking with the supervisor and my concerns could not be elevated to a higher level. I was told that there was no way to overturn the decision to close the account. When I became upset and demanded another representitive, I was hung up on. I called back and spoke with another represenitive and was told again that the issues could not be resoloved and there was no supervisor to speak with.
I was really floored when I went to my local branch and the branc manager contacted the Risk Operations Department and was told that my account was closed due to my e-mail address associated with fraud. The branch manager asked what kind of fraud and was told that they did not know, that my account was flagged in their system and the computer system automaticlly closed the account and it could not be overturned. The branc manager asked was this a WaMu Policy or a Chase Policy because she had never heard of such a reason, and she was told that they have the right to close an account without notice and to refer to Chase Policy and Procedures. The Risk Operations did not have the policy in writing and refused to provide information to the Bank Branch.
As of 03/31/2009, I continue to have issues due to returned payments, checks and automatic debits, now causing me to pay fee in excess of over $500.00 due to late fees and returned payment fees, in addition to not having a bank account for my direct deposit or to pay my bills.
There needs to be action taken against Chase Bank ASAP and I will be the voice my frustration and concerns.