We sold our truck to a private buyer. We went to our Chase bank branch to perform a wire transfer of over $20,000. We dealt with Chris F. Alvarez who informed us after the transaction that it was his first time doing a wire transfer. Too little information too late. Chris informed the buyer and I that all we needed to do was provide his bank with our routing number and account number to where the money was to be transfered. Both the buyer and I asked if the name on our account had to be provided as well and he said no. The buyer's bank performed the wire transfer. We were told that it could take up to 2 hours to complete the transfer. We went our separate ways for a few hours and called to see if the money transfer had been completed to my bank. It had not completed 2 hours later. We waited an additional hour. It had not been completed. What started at 11:30am as a wire transfer took until 6pm that night to settle due to Chase's incompetence.
Chase received the wire transfer but rejected it and did not inform anyone that the transfer had been rejected it without communicating an issue with the transaction. This rejection occurred within the first 2 hours of the wire transfer initiation yet Chris at Chase, me the account holder, and the buyer or his bank who ordered the transfer were not informed of this rejection nor was there any attempt on behalf of Chase to correct the issue in a timely manner. Their system simply rejected the order and left it go. This is unacceptable customer service. This nearly cost me over $20,000 worth of a sale. Our buyer is from out of state and didn't plan to stay the night to wait for another transfer to occur the next day. Chase should NOT have told my buyer what happened. They should NOT have even talked to my buyer who was not a customer of theirs. I should have been called immediately. I should have been informed and Chase should have left it up to me to inform my buyer of the situation in a way that would not loose the sale.
Chase informed my buyer, before they informed me, that the transfer was rejected because my name was not on the wire transfer order. Again, we were told that including my name on the account was not necessary by Chris Alvarez.
It gets worse as far as customer service goes. It's now 4:30pm and my buyer is at my bank and I'm at home with my children on the phone holding for the store manager on the phone. As I'm holding for the Branch Manager, I get disconnected by the Chase holding system. I called back and asked to talk to the branch manager who I was holding for. I was told that the branch manager was now with another customer. Of course that was unacceptable to me and I asked for the manager to be interrupted and informed that I was holding because my buyers bank was about to close and the manager knew this. I was told that was not an option and that they could not interrupt him as he was now with another customer. I explained to them that Chase was now possibly responsible for loosing me a $20,000 business deal and that the manager had put me on hold but the representative, Russ, refused to accommodate my needs. I was treated like a bother by Russ. I asked to be transfered to Chris Alvarez and ended up being put into a telephone loop where I continued to be hung up and/or put into a loop where the phone just rang and rang.
I finally received a call back from Kivas, the store manager (or whatever his name is) and was told that I had been transfered to him several times and that the phone had hung up as soon as he answered the phone. This was a direct lie by the Branch Manager himself. He proceeded to explain to me that the branch was not at fault but that it was the wire transfer department who he could do nothing about. He was more focused on pushing blame than on rectifying the situation and making the transaction occur. I had to demand that Chase do something to make this transaction happen this evening or I was going to loose the business deal and it was going to be Chase's fault.
Finally, after not accepting "no" for an answer or "wait until tomorrow" for an answer, after my husband had to show up in person at the bank along with our buyer, the branch manager finally came up with a solution which involved my husband and our buyer to driver over 15 miles to complete the transaction in another way.
The fact is that Chase didn't want to do their job. Chase does not appreciate our patronage. Chase proved incompetent to perform a simple wire transfer to help their long time customer complete an expensive business transaction. Chase wanted us to accept their "ooops" and not find it unacceptable.in order for Chase to do their job they had to be pushed to find a solution for the problem that they created. Chase treated me like a piece of trash during a $20,000 business transaction that THEY screwed up.
Do you want to do business with a company that is this incompetent and rude???
Seriously consider my experience before you think of doing business with Chase or using them as your personal bankers. I promise that you will be treated as a number rather than as a important customer.
Chase rates a -10 on my rating of 1-10.
Very Unhappy Customer In Montgomery, IL
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