I had a customer come in that had $1,400… yes $1,400 in overdraft fees. Where as most banks have a cap on how much they can charge you… not Chase.

Chase encourages us to encourage everyone to use their debit card until it’s worn out. Yet, when you have no money left in your account, they still let you use it… The reason being, it’s $35 each time you use money thats not in your account!!

I had a customer come in on the brink of tears. This wasn’t the first time Chase charged him overdraft fees. Only this time it was $1,400. He wanted to close his account, and write a letter to the New York State Banking Commission (which is what I recommend everyone on this site does to their state banking commissions). Being the good employee I had always been told I was, and how “valuable” I was to my branch, I figured I’d do what they taught us in training and say “What can I do to help you, and prevent you from closing the account” The customer said he would keep the account open if I waived some of the fees associated with the account. His whole paycheck for 2 weeks was gone when they charged the fees, and he couldn’t afford to pay his rent for the month. At that point, I refunded $200 worth of fees, while the bank YTD had charged him over $2,000.

Chase actually has it in the systems; a calculation showing how profitable the bank is over each particular customer and household. (I recommend any customers go into a branch and demand to see how much they;ve made off of you) We were definitely profitable with this one, so I had a “justified” reason to waive the fees.

Either way, my branch manager came over to me and asked me to explain the situation, and without hesitation decided to give me until 2PM to pack my desk up, and either resign or be terminated.

I had worked for Chase almost 2 years, won awards from the company, never been written up, and have had customers write the company to tell them how great and unlike everyone else my service was. This made no difference… I lost a multiBILLION dollar bank $200 on a customer who was going to close his account, because he was dissatisfied. Yet, I satisfied him, the account remained open, SOLD him overdraft protection which EARNS the bank $300 and lost my job for it!!

I wrote my first post a few months ago while I was aggrivated with Chase. This time I sit here typing unemployed for providing customer service, and will gladly answer any and all questions you have about Chase, and how much they suck.

Since I have written my first letter I had many arguments with management there about the service they expect us to provide, and how horrible it is to be a customer there, and was told each time that if i didn’t like it… quit… I have never seen a company that is set on making the customers feel miserable and trapped. Upper management seems to get off on making the customers feel like they need Chase. They will charge you a fee for something, make you feel horrible about it and then throw it in your face that Chase is a strong bank, and sell you something else… It is unethical… especially in these economic conditions…