Chase Bank El Toro Rd, Laguna Hills

Today, I had to obtain some important paperwork from my safe deposit box. This paperwork was vital to a real estate transaction I was completing today. The employee assisting me asked for my driver's license to allow entrance to my box. It had expired and had been renewed online per DMV instructions. I had copied my renewal instructions and payment approval from the DMV. I had not yet received my new license. The employee refused my entrance as I did not have the physical ID as yet. Bottom line, I was denied access to my box. The manager would not approve. I have been with Chase for 20 years. I have withdrawn thousands of dollars, without my ID. I had other forms of ID, including the debit card that permits me to do ANYTHING on my account. I will be closing my account and discontinuing my relationship with this bank.

Multiple issues with this branch. They claimed they could help with a credit limit increase and set up a meeting. I took a day off and it turned out they could not. In addition, when a client brings up a complaint and dissatisfaction with service, they just stare at them. No apologies. They all need a refresher course in customer service.

On august 8th and 12th I spent over five hours each day getting hung up on, argued with and sent to the wrong department. On August 25th after waiting 15 minutes to speak to the assistant branch manager Isabel in the lake forest location on El Toro and the five freeway was harassed and told not only she was not willing to help me but Ivan would not either (after asking multiple to do so) and proceeded to invade my personal space. I asked him multiple times to back off and am formally seeking civil action based on this experience. He only backed off after threatening to call the police when up to that point I had just been patiently waiting continue to inform those that asked me if they could help me that I would gladly wait for the assistant manager Isabell. She is now the lead at the branch due to the manager leaving. The police have documented thier complaint which essentially centered around being in fear of my ADA approved psychiatric service animal. The dog stays in a no pet apartment, goes on the bus, trains, and planes and hotels not as pet but a service animal. I levied 4 branch level complaints which got escalated to a department which never takes inbound calls (all of which were closed as a result.)

Tried to use their atm to deposit some checks, the machine took my card and checks and just stayed on the loading screen for 30 MINUTES before returning my items and cancelling the deposit. I had to wait in my car and returned to work late because of this. Called inside looking for answers and they didn’t pick up the phone until the 5th time I called. Why did they not close the atm if they knew it was having issues? Chase has been slipping in a lot of ways, this is pushing me to close all of my accounts with this bank as this was not my first time having an awful experience with them.

For several years I have opened accounts with Chase Bank - checking account, trust account, and always received impeccable service for me. I have always received expert advice and the same help in solving my financial problem. The staff are always friendly, helpful and reliable. And this despite the fact that I am a client who is not easy to serve: I am of a respectable age and speak English a little bit. Despite this, today I again met friendliness, professionalism, willingness to help me and solve my problems on the part of the bank manager - Farema in my local branch (24085 El Toro Rd, Laguna Hills, CA). I express my immense gratitude to Farema for mutual understanding and support, for a professional approach to my financial problem. I am sure that such an attitude towards the bank's clients should be an example to follow. Valentyna Strakharchuk 04/22/2021

Absolutely the worst customer service I have ever received! Being a Chase Private Client makes me think twice about banking with Chase. Sat there waiting for a banker and not a single acknowledgment from anyone. Like I didn't exist. Maybe a Hello? We will be with you momentarily, would you like a water or coffee? NOTHING! I had to walk into someone's office (in which she was by herself not assisting anyone) and told I will need to continue waiting for a representative.. needless to say i walked out and will NEVER visit this horrendous branch again. Customer Service, learn it and apply it!!

I admit, I only used this branch once, I typically bank at the branch near UC Irvine, and they have amazing customer service. This one seems fine with making customers (mostly seniors from Laguna Woods) wait around. No one was in much of a hurry to help anyone. I was told "you need to wait there until someone calls you. (Yike, DMV flashbacks.) The employees weren't even busy - they were at empty desks, or talking to each other. Several walked past me and another older lady who had been waiting longer than me, and didn't make any effort to acknowledge us. Really sad. I think I'll drive the extra distance to Irvine. I'm just old enough to pass for a senior, and not eager to be treated like I have nothing better to do than wait for a bank employee to decide I'm worth their time.

It's a great bank to bank at. The staff is excellent oh, they know their stuff.

This is the best Chase location I have ever been to!!!!! Anthony the manager is truly amazing. He has always been there to help me with my accounts and give me advise to achieve the best results for me. He really cares about his clients. Also there is a bonde lady (sorry I forgot her name) and Craig is amazing. Andrew the bank teller is great too. Sorry if I forgot anyone!

No one seems to care about customer service here. They never answer their phone calls, so instead I called the branch in Aliso Viejo. It only ringed once and they picked up right away. Learn from them Laguna Hills!