Pretty shocking how rude the customer service here is. I gave my family member a ride and waited for them for them to do a transaction here and what I observed was pretty disappointing ... They changed some of their policies so they weren't able to accommodate and their handling of the matter was concerning .. All good on policies changing .. many many years ago I worked in banking I know sometimes customers crash out when there is a change .. I haven't worked a customer facing role in 10 years .. but geez delivery is everything .. my relative felt attacked and ashamed too .. maybe the staff was having an off day ? But using condescending language isn't cool read more

Im stuck with this branch because since they closed soscol south napa, its the only game in town. Walked in and got the worst treatment ever Monday afternoon. management was nowhere hiding in the back. Only 2 advisors tied up with dramatic clients. Several folks in line. Theres no obvious place to sign in or ask for an advisor. I politely asked one of them how i could check-in. THE ADVISOR while seated with some customers, IMMEDIATELY got attitude and said gruffly "well , maybe , uuhhh WHAT DO U WANT WHAT ARE YOU LOOKING FOR???" Ok i know its napa valley, but this guy dialed up the boujee, superiority, condescending , rudeness factor up to ELEVEN. I was looking for a vehicle loan, he said " we DONT do that kind of thing here, go to a credit union or something, gosh! " Asked about credit card advance, and he continued his tirade they couldnt do a cash advance on a credit card unless it was a CHASE card and basically i was scum if I didn't have one of their cards. I have an account here in good standing the last 5 years, decent credit and i will be taking that elsewhere. JP morgan and chase napa are horrible. I forgot to mention they only have one ATM outside that's always broken, jammed or empty. Inadequate and a few weekends ago every chase atm in the area. South napa atm, north napa, and st helena was wiped out and or broken. Their mgmt said SORRY people stuff junk or wrinked bills inside and jam the machine. What a mess. they should cut back on some of their execs and invest more in their branches, atms, and CUSTOMERS. Mgmt says they been asking to renovate for ten years no funds or resources available. Seriously they could cut just 1 of their execs private jet, luxury hotel trips and get it done for us common folks. But they dont care. Im going to bank elsewhere. read more

See all

Well I never got any mistreatment they always been real nice and polite to me but I don't know what the circumstances are and yes sometimes they get busy and sometimes they just don't think about it and they come across wrong but I like Chase Bank because because they treat me pretty well and I always get what I need I've been happy so far anyways read more

Poor costumer service, their website is also very unfriendly to use. I do miss my small local bank. They charge for everything!!!

Phenomenal team Brandyn the branch manager is the best. He was positive and got me help right away.

I'm a new customer and already regret it. There are long lines the majority of the time. The cashiers seem particularly slow which could be the result of bank processes. Parking is bad and access to the bank itself is not very easy. I am very curious about whether the bank has plans for another location since this one is so bad. Unfortunately, I also see only women standing as cashiers and only men sitting in the "important" desks. When is this going to stop? As a business woman, and woman period, I find this offensive. read more

The ATM is super ssssslllloooooooooowwwww At the moment six people are waiting in line for ATM at 10:55am on a Sunday. If you want to do an address change you'll need to make an appoint with the staff which can take several days to a week if a bank holiday. They sometimes have a phone message that you've reach the wrong number or not in service. Or they will suggest you make an appointment online. Consider banking someplace else. read more

Napa is stuck with this sick excuse of a bank because the south location closed. You're lucky if you get 2 tellers working at once. The line is always several people long and takes a good hour just to get to the front. With the amount of customers they have, you'd think they would hire more tellers or open a second location. This is ridiculous and I will be switching banks. read more

Terrible customer service. We've been waiting an hour to speak to a banker. Meanwhile, half the bankers snuck out to lunch.

This is the slowest Chase, with the least sense of urgency, I've ever been to. Been in line 20 minutes, they've helped 2 people. They're tapping away with a line that keeps growing, and since it is almost 5, they have two tellers open while everyone else twiddles their thumbs. This place sucks. read more

Not sure what is so funny about poor service. And their ATM machines are not efficient. Not clear which way to put card in kiosk. Soskol office not even a bank with tellers. Sorry to be stuck there with direct deposit and Southwest Airlines credit card. read more

short wait, and helpful friendly staff. I went in to exchange change and close an account and was in and out quickly.

Would definitely NOT return. The financial advisors seem to be competent, but that is the locations only saving grace. I tried walking in to see an advisor, was ignored for some time, and then finally a rude young lady informed me that there were no more walk ins allowed. That is fair. What gets this Chase Bank a 2 star rating here is customer service. The teller spoke down to me as if I was not worth her time, PRETENDED to look for an upcoming appt., helped other guests thet arrive after me, and then ignored me. I would have sat there until closing if a financial advisor hadn't gone out of his way to be helpful. While speaking to the advisor I noticed the teller was speaking to a coworker, giggling and looking at me. I have never felt so disrespected in a location I was attempting to do business at. Not sure if her motivations were agist, racial, or just petty, but I will make sure to tell everyone I know to avoid Trancas Chase. They do not care about customer service. read more

Currently waiting in line to open a simple savings account. This branch needs more employees please. I've never waited 7 mins in line at a chase branch until I came to this one. There are 3 people at the desk & 1 manager that just came out of the back to assistant a guest. This branch again, needs help in training. read more

Have lived in Napa for 60+ years and never felt the need to give a bad review to a business until today. Went to change out a $10.00 bill that was tucked deep within our couch cushion and was torn. When the lady teller checked the bill, she first said she had to make sure the serial numbers were in tact and they were. She then said ok, let me see if I have a single $10 here. While opening her drawer to check, she asked if I'd opened an account with them yet and I told her no. She abruptly shut the drawer and said she couldn't help me. Unbelievable, it wasn't like I was trying to cash a check and I was unknown to them. That I could have understood but it was a perfect legal $10.00 bill that was just torn. What a terrible way for a local business to treat a local. Needless to say I will never go back and will not recommend them EVER! read more

We started our business bank account almost 5 years ago because my dad was banking with them for years before that. Well that's going to end, I understand that we are in a pandemic but it's times like these that you find out what businesses actually care. So I had to start a second account and I made an appointment for my dad and myself to go in. The account is under my dad's name and we needed to make me a signer so that I can handle that end. Well we get there and yes they made the account for us but could not add me as a signer because the business banker called out. A manager couldn't do it? The next day someone called, they were supposed to call the business not my dad's cell phone but that's small potatoes. I could only talk to him for a short while and was told that my dad and I could come separately as long as he went first. The guy was supposed to call me back and never did. When my Dad went to lunch I told him to stop there. He waited for over 20 minutes and the guy told him he should've made an appointment, he also told my dad that he called me back which he did NOT. There were no missed calls. Dad didn't get anything done because he left. I called the bank multiple times from 1pm to 4pm and kept getting hung up on by a recording because no tellers were available to take my call. The Last straw is the next day I got a phone call from my paycheck person saying the voided check I gave them wouldn't work because there's only 8 digits in the routing number. Seriously? And since I'm not a signer yet my dad has to go back and get new paperwork. read more

Now you have to make an appointment to speak to a teller? Are you kidding me. Our account was hacked, money stolen, fraud department says to go to our local branch ASAP. Now I'm sitting here waiting for them to squeeze us in. So much for customer service. They actually worked very hard to help us fix our problem! Initially very frustrating but Christy was wonderful. read more

ONE WORD: HELPFUL. staff is always in that "happy & helpful" mood. The staff was wonderful. Samantha helped us & she is just my favorite! I always come to this chase branch no matter if I'm coming from Davis or Vallejo. I just really enjoy the helpfulness the staff brings. read more

AMAZING!!! Best customer service I've ever had. I recently had identity theft and have not been able to open a checking account since then. Chase not only worked with me they were understanding about it. Brandon was great! So friendly and helpful! He made it so I could have instant access to my money and explained everything great. I'm very pleased with the checking and savings products they offer. Best bank ever!!! read more

We stopped in to cash a check on our way in to town. I was cashing a Chase check and wrote my personal chase account number on the back of the check and presented my drivers license. The teller told me that if I did not use my chase debit card for the transaction, she would need to charge me a fee. Really? A fee for a chase customer to cash a chase check at a chase bank? read more

I would givev this branch a ZERO star rating if I could!! Every time I go to this branch they hassle me on my check. I request that my check be cashed and then deposited. Each time it's a different reason. Today was because I didn't have matching funds equal to the check. Last time it was "we don't normally do this, you should really consider direct deposit". I didnt ask for your advice, and dont need a life coach, but thanks! It's a State of California check! I was told when I opened my account, to specifically request this process....yet this branch, and ONLY this branch, repeatedly mishandles the process! Perhaps the life coach you employ should offer some training to staff!! Won't use this branch ever again, as I don't have 30 minutes to stand in line, only to be denied deposit! read more

I've been banking with Chase for more than 10 years and this is the worst branch I have ever been to. All I wanted to do was deposit a single check into my account. There is only one ATM outside, which was broken and gave me an error message, so I went inside where there was a long line of people and only one cashier. And the manager was sitting on her butt in the corner doing nothing. After 10 minutes of waiting outside and 10 minutes of waiting inside I gave up and left. This branch seems very mismanaged and the experience makes me want to find a different bank altogether. read more

Aside from the fract that there is ALWAYS a line here, I like this bank. Friendly people, super clean, and they usually have lemonade or coffee or water to drink. Love the lollipops on the counter. I don't care that I'm in my 30's, I still take one every time. However, they need more than one ATM machine outside, and they definitely need some more man power on the inside. It's like hey, you know you are going to be busy around the beginning of the month, you know you are going to be busy around pay day, you know you are going to be especially busy in the 4-6 hour so maybe staff accordingly. Nothing more I hate than to wait in a long ass line when there are like 3 other "personal bankers" in their cubes doing nothing with people standing out to the door. Open a window!! read more

I Prefer this chase instead of the other one..The clerks here are very friendly and always make sure you are welcomed Always smiling and greet you as well. I haven't had any bad experience or service. They have always provided me with excellent fast efficient services that's why I continued to come to this Chase instead of the other one and in general I love Chase Bank read more

This bank is the worst - one teller line long and no cares I'll stay with the credit union

The best bank that i ever bank in my life .great customer service ..fast ...very fast .good job

I have a few accounts with them & they are satisfactory with their fees and stuff. I like their staff, all of them are pleasant, help-full & courteous. I love this branch & would highly recommend doing business with them. read more

I wanted to send an update as I realize this e-mail is quite old and I should have updated this years ago. I have to say the management level has since improved and I feel some of the issues may have simply been the takeover from WaMu to Chase. I am still with Chase and have been a happy customer since this posting.. read more

this is not really directed to this branch its directed to chase over all. this bank sucks, they say they will work with you on problems but then do a totally different thing. they are not truthfull or honest. i was in banking for over 11 yrs and the way they handle things is sooo wrong. read more

3:30 pm Friday afternoon. 9people in line, one teller. Two people behind desks, one busy with people, one just sitting at the computer and oblivious to the customers! Where is the management? Terrible customer service! read more

I've had chase now for about 6 years and the first 5 were wonderful, no complaints. But the last year something has changed. The ATM outside always has an issue of some kind. (Not excepting cash, check at the moment, etc..) So then you need to go inside. The only problem is the line is to the door and takes 20 minutes. With only 2 tellers at the most working it's a headache to deal with. Last week was the last straw for me I will be switching banks for sure. Don't waste your time here. read more