This rating is for my experience with the staff at this particular bank. While there have been several moments where I have wanted to quit banking with Chase due to some frustration or another, every time I have physically come into the bank and sat down with someone, my issues have been resolved. Hugo Gutierez just helped me resolve an unnecessary charge to my account, and Kimberly Woodard has helped me several times and has impeccable customer service and follow-up. Yes, I am sure things may arise in the future that will cause me frustration and stress, but at this point I am fairly confident that a member of this banks staff will be able to help me resolve it. read more

they have 14 teller windows with only one teller who has time to sit in line for 45 minutes mid afternoon on a Thursday. I used to love this bank when it was Washington mutual now this big Bank took over. They suck. I can't wait to close all my accounts read more

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This bank is ghetto! They have the oldest and least reliable atms that I have ever seen. In fact, all of their atms are down for the rest of today. This bank is almost as bad as Bank of America. read more

They don't even answer their phones at this branch. There is no way you can leave a message either. I would like the branch manager to explain why the customer service here is so poor. What's the name of the branch manager? I called the Scotts Valley branch and someone picked up the phone immediately and my questions were answered politely. read more

My father passed away in February of this year (2025). He had accounts with banks, brokerages, etc. I was the executor and co-trustee of his family trust. All financial institutions were exceedingly helpful in closing out his accounts, transferring funds to me. The lone exception is Chase on Ocean and Water streets in Santa Cruz. They handed me a bunch of detailed forms but refused all requests for help in filling them out. Moreover, they don't answer phone calls or email messages. I went to a different branch -- the staff there were on the ball, kind and helpful. My father's accounts were quickly closed out. I've had Chase accounts for years and always received decent service. The Ocean/Water street branch is the lone standout and truly a disappointment. read more

I went in person to ask what I need to do to avoid extra fees when using my credit card abroad. The customer service rep said there are no extra fees and I should be fine. I bought tickets to something on a European website and was promptly charged a hefty foreign transaction fee. I can't even call to ask what's up because you can never reach a customer service rep over the phone even though the bank is always totally empty. read more

Our company was not able to resolve a serious issue with Chase. We talked to multiple individuals via phone at the branch and got different answers from each. Our assigned banker was on leave and the banker in charge did not respond to multiple requests. Poor service at best. read more

They don't answer the phone. Ever. I had to make a special trip there to find out if there was a notary public. And of course he wasn't there on that day... I wanted to complain to the manager, but he was on the phone the whole time I was there. Bank elsewhere--you can do better. read more

Convenient location.. within walking distance of my house and it on the right side of the road so I can grab money before work.... I ABHOR the entrance and exit with a passion... it is always a pain to get back onto Ocean Avenue, especially if you are trying to go to the further-est left lane to do a U-Turn during the summer... why summer? one word TOURISTS. Yes they make up a huge portion of the our lil beach economy but for #$@$@#$#@#$@#$# sakes watch where you are going!!!!!!!!!!!!!!!! When there is an eye leveled no left turn sign and people still turn left makes you wonder... when you are sitting for ten minutes trying to make a right turn and no one will let you into the lane.... thank god for the radio/ tunes. During the summer I will either come here super early or super late avoiding all possible WTFs from coming out of my mouth..... I rarely go inside the bank... however on the times I have been a dumb ass and forgotten my ATM card, the tellers here are swell. read more

Eek! Their LEFT ATM ATE MY MONEY!!! On 6/20/18 at 11:30am we deposited $320 cash into their left ATM. The money did not register! It took about an hour to get a temporary credit on our account. A month later they removed our credit because the claim department heard back from the branch that they did not find any funds on the ATM. DO NOT USE THEIR ATM TO DEPOSIT ANYTHING!!! There is nothing they can do now... My Next option is to file a police report and call our lawyers. It's such a pain. Oh who ever balanced out that ATM money that day is going to get in trouble because now I'm assuming that employee just took the money... WE ARE NOT HAPPY. Chase was great until money was missing, then no one can really help you find your missing CASH!!! We will be filing a police report. read more

I went into Chase bank today a little upset because I rolled out of bed so I was in my PJs didn't really want to go inside because of how I was dressed and the only reason why I had to go inside was because the ATMs werent excepting cash deposits. My whole frown got turned into a huge smile when I was greeted by a teller name Lupita she had a great smile she was waving at me from before I even got to the window I wasn't even sure if she was waving at me because I've never been treated with such a welcoming attitude at any banks especially dress the way I was.. thank you so much for making me smile and changing my whole day into a better day Lupita was awesome and I hope Chase bank continues to hire Great and happy people that want to be at work.. Lupita you are a great and awesome person thank you for being you.. read more

Do not switch your accounts to Chase, it was the worst mistake I've ever made. After opening my checking account they locked me out of all of my accounts including credit cards I already had. I've been on hold for two days, asked for call backs that never do, been to the branch and tweeted/Facebooked their support. Still nobody will help or respond. I was going to move all my banking to chase but they clearly don't want business. How do they justify locking someone out of their own money for days with no help? read more

The staff here are super friendly and helpful. You get to talk to a real live human instead of an ATM machine. How cool is that? For a mega bank, Chase is pretty good. Plus their mobile app lets you make a deposit by taking a photo of the check. That rocks. Convenient location, except for exiting. Here's a tip: Go out the back of the parking lot, and turn right (towards the ocean). Go a couple of blocks then turn right, and right again onto Ocean. This way gives you plenty of time to merge into Ocean St. traffic, and eventually migrate to whatever lane you need next. read more

Needed to add myself to a preexisting account. Let's just say something so seemingly simple required a return visit. The return visit, at 9:10 am was a gaggle of employees near the back of the tellers booth looking at me like I was interrupting a social gathering. So much for common courtesy. Don't even think you might receive an ATM card on short notice. That commercial account I need to set up looks like it will be somewhere else that might actually pretend to care about the customer service offered. read more

This review is directed specifically at their Private Banking Program. Allegedly, this "benefit" targeted clients with larger bank investments and was meant to expedite service. I guess unless you are trying to withdraw or transfer money! At the end of June I signed papers authorizing the transfer of my IRA to another account. Two weeks later, I was told those forms would not work and I had to sign different forms. Then I had to follow-up with contacts back east because they were not proactive and still dropped the ball. I experienced crappy customer experience and felt deceived. read more

I am writing to compliment banker George Rivera. He exhibits the highest levels of competency, courtesy and customer service. I can recommend him with utmost confidence. You go George. Keep up the great work and attitude. read more

I just like the fact that there is a convenient location on ocean st. Other than that this place is just another run of the mill chase location. Parking is so awkward in there location. Diagonal spaces which require you to go down and around the parking lot so you don't have to do a crazy turn in!!! read more

Chase Bank - They have stained glass windows here. So beautiful... Was this place a church? - Banks & Credit Unions Near Me - Santa Cruz, California

Terrible customer service for Private Clients. Walked in today with my 87 y/o Mom to open an account. I live 2 1/2 hours away and we needed to open a additional new account. I was told we must have an appt, the most they could do was verify I was on her account as we were depositing a check. The Private client Rep helped us for a few minutes. As we stood in line to cash the check, a man walked in and said " I don't have an appt " and a women came out and said " No Problem Mike, I can help you!". My mother just lost her entire home and all she owns in the Santa Cruz fire, shame on you Chase.The staff at this branch needs training. read more

Went to Chase and was lucky enough to be helped by George Rivera. Had a Problem with account. George took control with a smile and professionalism. He did not judge, he was patient and super efficient in helping with by banking situation. He even help me with a fee that I didn't even ask to be reversed. If I ever have an issue again I will go straight to George the one I can trust!!! read more

I can't give them any stars! Just ridiculous that these people handle people's money. My FIL had safety deposit box at home savings, which turned into Washington Mutual savings, which turned into Chase. My FIL passed 13 yrs ago and since my MIL didn't need anything from the safety deposit box until now she never checked on it but still has the keys and paperwork. Well they don't have any records of their safety deposit box therefore they can't allow her into it because they don't have records, even if she has hers, and her keys. They told her to consider it gone. This is too much to put an 85 year old woman through. We can't do much since our names are not on the account. Check your safety deposit box, maybe yours is gone too. Our Friend was told the same thing. If they can't take care of our safety deposit box how can't they take care of our money? read more

Had great experiences here so far (been there twice). It is clean and pleasant inside, and all the employees I've dealt with have been very polite. I've only been there a the beginning / end of the day, and both times there were only 2 tellers available. Fortunately, there were only a few people in line, so there was not much wait, but I could see if it got busier that might be slow. However, I came in because I had a problem with an account, and also was directed over to George Rivera (banker). He is extremely friendly, and made me feel like I was a valued, important, long term client, even though I was there mainly to take advantage of one of those $300 bonuses for opening a checking account. When the system gave George the same issues it gave me online, George assured me he would look into that day (I needed to leave for work, and he didnt want me to have to wait while he waits on hold), and that he'd follow up by the end of the day. At 5:45pm I got a call back from George, saying headquarters was giving him problems, and that the branch manager needed to request it. But never fear, he promised that he would make sure a manager makes the request on Monday (it was Friday at the time), and I have no doubt he will take care of it. Great service. read more

Banking at Chase in person has been a nightmare in Santa Cruz. I've gone to Ocean branch, Mission Street (Almar Plaza), Aptos and have never found a decent representative to help me with my needs. I'm almost always fixing what I did in a location on the phone with a representative in another country.. That's piss-poor customer service in my opinion. 1. Opening a credit card that has no International fees. So, unless you do your own homework on this, you will find that Chase/British Airways has a credit card that has no overseas charges. Apparently their Sapphire card does, too. but I got coerced to getting another card (rewards-based) but did not fulfill my needs for travel. So, when I'm in another country, I get hit with 4% fees of total cost of charges plus any fees that involve atm. The representative who suggested that card was in the Aptos branch. I decided to go to the Ocean Branch to try and open up the other one, which should have raised a red flag to the representative who helped me. Although she was extremely helpful and said she'd call me right away to follow up with my acceptance or not, she did two big mistakes. a. not warning me that applying for another credit card that quickly would instantly raise red flags and potentially deny me another card (which was exactly what my denial letter said.) and b. she never even went to work the remainder of the week and never followed up with me regarding my accept or not. I actually went to Mission St. branch where the representative there was able to see that I'd been denied. 2. Do not order foreign currency unless you have at least 4 or 5 days before travel. Some overly zealous teller was SOOOO SURE that a request for currency would come in within a day, I was sure he'd experienced this before. Alas, the day I left, I went to the bank at 9:30, 2 days after he said it would come, and I left empty handed. OH, but WAIT! they call me as I'm on 17 going to the airport and say it's arrived! So, of course, I'm never going to this country again so I say well, deposit it back into my account because I can't use the foreign currency anymore. BTW, I asked specifically if the money didn't come in time, if I could have the same rate of exchange because he literally promised me it would arrive. He gave me an empty promise due to his actual lack of knowledge, so the exchange rate went up and the cash that was deposited back to me was LESS $40 some odd dollars. I don't trust any tellers in ANY of the CHASE banks. They are utterly hopeless with no authority or clue. Maybe added up they can be a decent representative, but it's amazing how they lack follow through or offer real advice or help. The managers sneak around in the back offices peering out at customers but never seem to be doing anything. I don't care if people here rate them because of nice decor, good looks, ease of atm access or other insignificant attributes. That has nothing to do with real banking needs. The online Chase app is pathetic because you can't deposit more than like $1000 so what's the point? I'm searching for another bank at the moment to open a business account. I can't deal with the actual Chase banks in Santa Cruz anymore due to their lack of experience and professionalism. I've had a few months to calm down after these experiences, so I've given them a fair chance at redemption. Other than using their phone support, the might as well be an ATM machine. If they cannot help me with basic banking, how can I expect them to work with me on more complicated things like home loans, managing my portfolio or offering me the best choices so I'm financially secure. Can I give this zero stars? Or is one star just for its mere existence? read more

I needed to send funds to a family member in Washington State and had the very best service at Chase. Beth Knight made it effortless and paid close attention to detail. Content with my banking choice. read more

Spent an hour here waiting for a cashiers check. Extremely low staffing. I have never encountered such slow service at any other Chase branches. read more

I use this branch often. The clerks are some of the most friendly I have come across. Easy parking and great location.

SLOW Service! Just kept to themselves... Didnt welcome people! Once we got to the window though, the people were really nice... just understaffed for SUCH a big location!! read more

Great Chase bank. Customer service was awesome from Bethany knight she was outstanding and a great help with all my credit questions!!!! Definitely recommend this bank! read more

Matt Mora is awesome. My husband and I have worked with him several times and always receive top notch customer service. The tellers at the location are also always very nice, personable and professional. read more

Highly recommend working with George for all of your account needs! My fiancé and I opened a joint account with him yesterday and he was so incredibly kind and helpful! He went above and beyond to figure out our needs and the best services for us. My previous experience with Chase has been mixed, but working with George has restored my faith in Chase and humanity in general! read more

Never felt so anxious putting my money here! I came in looking for someone to help me and there was sign to go upstairs for private client so I went. On my way a lady stopped me & asked if I had an appointment. I said no and asked if I needed one. She said no and I have to go through her because the advisors were upstairs and she's a banker. Fair simple explanation I guess, except her attitude was like she was way above me and I couldn't bother the great advisors. I then explained what was needed, she asked me for my id and card while looking onto the screen. Never asked me to sit down, or anything, so I sat myself down and proceeded. She then figured out she needed an advisor so she said she'll take care of it, brought the guy over, and had this cliquey attitude. Not only that, she made mistakes when copying down numbers which the advisor and I caught, then she giggled and looked at him gratefully and said thank you and he left. She printed some sheets out to sign when I caught another mistake. The whole time with a whatever type of attitude. She did say it was a new system so it was confusing but still, u just copy and paste numbers... Tldr: Pro: she tried to take care of everything so u could sit back Con: it was hard to sit back and relax since she had such an I'm above you attitude and made simple errors. Perhaps I was spoiled at the other Chase banks in other cities but this was definitely a first... read more

Bethany was great. She totally went above and beyond and handled my situation in a timely manner. (Especially considering another branch had already told me I couldn't file a claim.) The bank itself was clean and quiet, definitely calming for myself. The customer service i received here was Definitely worth the drive from San Jose. Thank you Bethany and Jose! read more

I received rude costumer service by an old blonde lady in a ponytail. Will not come again! Bad costumer service , beware!