Chase Bank, Rockwall TX

Waited 25 minutes in the drive up. Ridiculous! Have never had such poor service before.

I have been going back and forth with this branch since over 4 weeks to become POA On sisters account got document sign 4 to 5 times from my sister that is 15 hours away incarcerated finally got ACCEPTED and they took me off 24 hrs later WITHOUT Any notice of issue just wipe me out now waiting another 24 to 48 hrs just to see what next steps maybe? If I may or may not get accepted
Not my fault there review team is so lost but now I am suffering Consequences for their actions
Not a happy customer
Lisa
RATING *

This location was absolutely horrible today. I had a rather large deposit that was supposed to hit my account yesterday and didn’t until today (I’m guessing bc of the amount).

I made a mortgage payment that hit yesterday and over drafted that account by a couple hundred dollars.

1–I did not get a notification until today about that account and if I had, I would’ve transferred money over

2-we have over draft protection but I checked my account this morning and saw the deposit just hit today and didn’t see my mortgage payment.

I called customer service, spoke with a manager, and was told they returned my mortgage payment. She said it wasn’t a problem since I had plenty to cover it and to go to any Chase bank, speak with a banker, and have them submit a form by 5pm. This was at 1pm.

I went directly to Chase, waited 45 mins with several people, no one helping, so I asked a teller how long it would be to get help. The young lady didn’t know so another woman came over and said the form was very simple, let me get you with a banker.

I finally got with a banker after 45 mins and he wasn’t sure how to do it. He went and asked the same lady and 15 mins later, I’m still waiting.

I had to be across the street for a CT scan by this time so I asked if I could come back within the hour and finish the form and confirmed they were open until 5. They said no problem.

I got back at 4pm and sat for 45 mins. A banker finally came over and told me to wait again for the guy originally helping. 20 mins later, he hands me the form and said the woman I originally spoke with handled it. I noticed they put the transaction on the form twice and wanted to make sure I wouldn’t be charged twice.

He was talking to me while walking to the door (they were closed at this time) and mid sentence, said I’ll call you and shut the door in my face.

I got to my car and called and asked to speak with his manager and the same lady that I spoke with earlier answered. Turns out she is the branch manager.

She told me the cut off time was 1pm for the form and asked what I expected her to do. I asked why I wasn’t told that when I was there at 2pm. She said “it clearly says that on the form”. I said I see that now, however, I was just handed the form at 5: 15 when the door was shut in my face.

She said I don’t know what you want me to do about it. I told her what I think she should do as the branch manager for a customer of 12 years that’s never had to do this before. She then said let me transfer you to the mortgage department and you can ask them…my mortgage is not financed with Chase!

I asked for her managers name and she told another girl “give me his assistant’s number” and then muted the phone. I guess she thought it was muted before she made that comment.

18 mins later, she said the number so fast, I didn’t have time to even write down half of it and then she hung up!

So MARSHA S, branch manager…do better. You have zero people, management, critical (or common sense) thinking, or customer service skills and would be better suited to work at the DMV because that’s the kind of service and attitude you had not only with me, but with the other customers waiting that I overheard during my 2 hour visit at this branch twice today.

Not sure why they even have a phone number. I've called numerous times and they have never answered. Atrocious customer service.

I'm disgusted with the experience my husband and I had here. My husband went to cash a $1000 graduation check from his parents who bank there. The lady at the front desk started asking weird personal questions, even asking what was he doing there? She acted very suspicious, even though he gave her 2 forms of ID that she requested, and answered all of the questions she had no business asking. She then refused to cash the check. When I went to call my mother-in-law and let her know what was going on, a manager came up and very rudely asked if there was a problem. She then loudly explained what the "endorsement rejected" stamp meant. I will say, everyone walking in and out of that location was dressed in business attire, and we were not. We felt they were discriminating against us and our appearancs. They would not even let me use the restroom. It was all extremely embarrassing and awful.

No customer service anymore. You have to make an appointment or no one can help you. Mostly your refered to use the app or online. 5 people sitting at desk and nobody is available to help? I honestly hate banks.

Worst customer service, was told by three bankers they would help us and then they went back to their desks and proceeded to talk about what they were going to do over weekend. Waited 30 minutes watching them walk around and shoot the breeze before leaving and going to Bank of America where I was seen within 5 minutes without an appointment.