Chase Bank — Local services in Sunnyvale

Needing help to resolve persistent, Chase incompetence that many hours on the phone with Chase could NOT resolve, I came to this Branch & was directed to Vo. She asked that I send her all the info.

I did so, giving detailed background information, asking several pertinent questions, & looked forward to her promised, prompt & thorough response. After 2 weeks & no response, I returned to the Branch.

Manager Hoang asked that I again speak with Vo. In her cubicle, Vo told me that the Response Team had reached out to me. "I never received a message," I said. "Oh, they don't leave messages", she replied. (Later, Hoang corrected Vo, saying that if the Response Team feels they have resolved a matter, they'll just close the case without customer contact.) The questions I had originally asked Vo were still unanswered, & the problem remained.

Vo then asked: "How else may I help you?" When someone asks "How ELSE may I help you?", when, in fact, they haven't helped AT ALL, I silently acknowledge their incompetence, & know that I must speak with someone who is trained.

I returned to Mgr Hoang & asked for her supervisor's contact information. Hoang said she could not give that info. I asked if she (& Chase) were ashamed when employees were not helpful. We were standing in front of Jin's cubicle. He immediately came out & said I shouldn't talk like that to a lady. Jin, however, was unable to suggest a better way to re-phrase my question regardless of the sex of the person I was addressing. Jin then returned to his safe-space.

Jin's question, I thought, was disrespectful to Hoang. Hoang seemed to be a strong woman: she was trying to simultaneously resolve multiple disappointed customers. (Two other customers, like me, who weren't followed-up with, had to come into the Branch to try to get a document needed that day.) Given this Branch's low Yelp Rating, perhaps this was a typical day for Hoang, including being un-helped by Vo, & having Jin demonstrate in spectacular fashion that he assumed Hoang was as emotionally-fragile as he is.

The only reason I didn't give this Branch a Rating of 0 is because of Sonia. She's cheerful, helpful & efficient. Too bad she works in a different area of...

Decided to bake here after being with Wells Fargo for 22 years because I fell victim to the common phone scam that was targeting Wells Fargo customers pretty heavily around Christmas of 2023 - after having my savings cleaned out, I no longer felt comfortable, even though the fault was with me just not paying attention - I decided to go with Chase Bank, (still keeping $5 in my Wells Fargo account lol) and and I have to say that Chase has been good! I especially love the setup they have for an item that comes when you don't have enough in your acct - EXCELLENT! I don't recommend making it a practice, obviously, but it's a plus that they'll pay it AND if it's over $50, they'll give you until 11 pm ET the next day to make a deposit that brings your overdrawn amount down to $50 or less before they charge you an overdraft fee! Having been with WF since 2002 with direct deposit, they never offered THAT kind of service! Chase lays it out in simple terms - with WF, what I experienced (and was specifically told to me by live customer service people!) was "it's up to them (WF) as to whether they decide to pay an item", which doesn't leave much in the way of consistency! And this is whether you have overdraft protection on your acct or not!...

This is by far the worst Chase bank I have ever encountered. My checking account completely disappeared, and all the funds were gone. I went to this branch for help, and banker and her manager told me it was a serious issue but refused to assist me further because I didn't bring my physical ID. However, my driver's license was lost, and I'm currently in the process of getting a new one. All I had was a temporary license without a photo. I discovered the issue at work this morning, rushed over to the bank for assistance, but unfortunately didn't bring my passport. The bank staff told me there was nothing they could do and were extremely unhelpful and rude. Their complete lack of action was incredibly frustrating.

Then, I went to another Chase branch. The staff there were extremely kind. I explained that I didn’t have an ID and couldn’t provide one, but they helped me by calling to confirm my identity and resolved the issue promptly. This really highlighted how negligent and unhelpful the first branch was. Their lack of professionalism and unwillingness to assist was completely...