|By Jon Yates, Chicago Tribune|
|McClatchy-Tribune Information Services|
On his way back to the parking lot, Gruenthal slipped on a patch of ice and hit his head on the pavement.
Two customers helped him off the ground and ushered him back into the building, but his injuries were significant.
"He felt a tingling down his arms," said his wife,
A bank official met him inside the branch and told him Chase would pay for his medical expenses,
"The bank was saying they'd pay for everything, 'Don't worry about anything,'"
In the weeks that followed, the Gruenthals kept in touch with Chase, which instructed them to file a claim with the bank's insurance company,
In late spring, the insurance company reached its decision.
"They said, 'We're not legally responsible,'"
The couple called Chase, which directed them back to
To avoid a hit on their credit report, the couple paid the
Still without reimbursement nine months later, the Gruenthals emailed "What's Your Problem?"
"The bank says, 'We feel for you; we wish we could do more. We don't want to lose you as a customer,'"
She said her husband still has dizzy spells from the fall but is finally starting to feel better.
"The doctors say it could take up to a year to completely heal," she said.
The Problem Solver called Chase spokeswoman
On Friday afternoon, Holevas emailed to say the situation had been fixed.
"We're sorry it took so long," Holevas said. "We talked with Mr. and
She said they picked up a cashier's check Saturday at the bank, and Chase paid the entire
"I'm very happy," she said. "We have two kids in college, and a little money is going to help a lot."
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