That has changed, though; the actual bankers are mostly gone from (or powerless at) the branches. Last time I had an issue with Chase they pointed me over to a phone to sit on hold.
As a previous Chase customer, I can only say that they are horrendous and as a financial services consumer, one can do much better at just about anywhere else. Use a credit union, use a brokerage, but for the love of god, avoid a commercial bank entity at all costs (Chase, BoA, Wells, etc).
