I've been a long-time customer of this bank before they became chase. And for the most part i have been happy with them. Recently, we sent a wire transfer out of country for thousands of dollars. It was the bank's manager that helped with the paperwork. We were going to send out two transfers. We made it abundantly clear that we wanted to send the funds in dollars to the foreign bank. The bank manager assured us that it would go out just as we discussed. We didn't find out until the transfer was completed that we got screwed over by chase mishandling the paperwork.
Somehow, the first transfer was made in dollars and the second made in dinars. Because of the exchange rate from dollars to dinars, we lost thousands of dollars. We contacted the bank manager to find out what happened. It looks like the paperwork got mixed up and we signed the wrong ones on the second transfer. Chase's bank manager was the one that prepared the paperwork while we were there. She knew what we wanted to do. She prepared the correct the paperwork the first time and somehow flubbed the second. We tried to talk to management about the mistake. We got ignored.
We tried the BBB and complained. No response. When we decided to close down our savings account with them, they asked why we were leaving. We told them our story and we received no apologies. We got the cold shoulder. So we went down the street to open another account with another bank.
I have been banking at this branch for over 6 years and they have never given me good customer service. I have had several situations where i needed help and each time they failed at making me feel comfortable. Today i left the branch and felt like they thought i was some kind of criminal. They were not friendly and i felt humiliated. I will not enter that branch again.
Yesterday I spent 4 hours online internationally from the Netherlands attempting to wire funds out of my checking account. What takes a number of seconds in the Netherlands with updated banking systems takes half a work day in the US. And still the wire failed. Why? Not because I did this incorrectly or did not have the funds - but because I couldn't answer arcane security questions such as when did you open up your bank account and at what address (some 25 years ago)?
If I didn't produce the exact date and exact address I failed this question. Other questions such as why are you transferring this money were also posed as security questions and since I refused to divulge personal information the transfer was rejected. Moreover, the online transfer website doesn't work for international customers who don't have a US telephone. And the online support had to provide activation codes. Further, I had to provide my log-in codes and passwords some 8 times as I was re-directed 8 times to different departments.And most of these conversations were completely incomprehensibly because of an incredibly bad connection. Now I am forced to wait 24 hours to attempt once again to transfer MY money for my personal use.
Finally, my Chase credit card charged some 180 dollars in fees to purchase international plane tickets with American dollars paid from my Chase checking account to an American company (Delta). They claimed that these fees were conversion fees and sent me a form letter when I protested. These are utterly usury and corrupt business practices. I will be ending my account with CHASE as soon as possible.