JPMorgan admits to `terrible customer experience’ in Congress letters


People pass a sign for JPMorgan Chase at it’s headquarters in Manhattan, New York City.

Spencer Platt | Getty Images

J.P. Morgan Chase admitted to failures brought to light in a New York Times article last month and said it had taken a series of steps to learn from the episode.

In letters to congressmen and senators who requested information from the bank about allegations in the article, the bank acknowledged several shortcomings. The article detailed racial discrimination experienced by a black J.P. Morgan employee and customer at branches in the Phoenix, Arizona area.

“The Times also reported about a client, Jimmy Kennedy, who experienced multiple delays in onboarding, from opening a new…


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