My sister has been dead for 5 years and I live in her home. She had an equity loan with Chase. The title is in escrow to finalize full title transferred to my parents.
After Chase sends 3 letters here to this address which they know she's deceased, I call Chase and tell them I am her brother, a businessman with 1000's of customers, and understand privacy however I only want THE Chase "business process" rules, not specific details of my sisters loan.
I tell the customer service person, in the spirit of me being an internet author writing an article on how Chase does business I want to 1) know why (as a business process) Chase would send letters to the address of a diseased person (any person regardless who), 2) why form letters would be sent to any person saying an account cannot be closed (the public rule in the spirit of an article being written, an instructive rule, not details of this particular account). That any generic answer would be instructive.
The rep refused to speak about anything. I told him the general public is pretty tired of big banks and their dealings and that I can only write about what I'm not being told then. That the fact they will not be instructive at all about their business practices fuels the outrage brewing the in the public eye. And it is an outrage banks do not want you to understand their business processes and do not provide better customer support.
I in the past closed a credit card acquired by Chase for charging a late fee when I never got a statement during their transition period, and unlike other cards that have discretionary power to wave fees Chase would not, so rather than keep me as a customer they cared not that I closed my account.
Because I feel Chase customer support is the WORST I've ever experienced aside from some cell phone and cable companies, I support BOYCOTTING CHASE BANK!
There is an error on the Chase Find Your Local Branch site. It identifies this as 611 6th Ave and West 28th St, when it is I West 18th St. As well on some of the Chase website information there is no branch shown as being here. I've been searching for more than 45 minutes and have only just found the correct branch address. It has to be much better than this.
I have been a Chase customer for over 5 years but recently went through one of the worst experiences with a bank. Essentially, a large deposit from another reputable financial institution triggered a fraud alert and Chase, without contacting me, decided to freeze my funds to investigate. The fraud and control department was so inept they did not have the right number to contact that institution -- I think they googled the number and got the investment office who could not validate the funds so Chase decided to close my account, once again without contacting me.
Once I found out (through a letter in the mail), contacted the local branch manager who then contacted the institution to verify and resolved the matter in 5 minutes -- but the wheels were already in motion. For over 2 weeks no access to funds and could not pay bills including mortgage. Luckily I had back-up but think of those folks whose funds are all tied to one account.
The bank manager told me this happens all the time to and is very frustrated with this process - it seems they use a shotgun approach to fraud, surprising in this day and age that they can not accurately detect and assume everyone is a fraudster. Nevertheless I am banking with a credit union now.