JPMorgan Chase Bank Account Or Service Complaint

JPMorgan Chase Bank account or service department,

Checking account Account opening, closing, or management California

I called Chase bank on - ( - - -, - ) on -/-/2015 and talked to the Branch Manager - regarding converting checking/saving account into a trust account without closing the existing account because I have my direct deposits, auto pay all taken from this acct. He told me there should be no problems and come to the branch and the banker could assistance me with this. On -/-/2015, I went with my trust documents to setup the acct and was told by a rep that I had to close existing acct and had to reopen with new acct. I asked to talk to the manager who was not present there. I waited for 20 minutes and called Chase Customer Service regarding the policy and was told that I should be able to convert without closing the acct. The Customer Service rep requested to talk to the branch but the branch rep refused to talk to the Chase CS. Later the manager called the branch and requested to talk to me as I was on the phone with Customer Service. My husband explained to him about the situation and the manager denied my conversation regarding what he had told me on -/-/2015 and said if we are not satisfied with the service than go ahead and close the acct and take it to a different bank. I also have an account with - - - and they were able to convert my checking/saving acct and put into a Trust acct without closing the existing acct. If both the banks are regulated by OCC and FDIC then why different policy. Please advise.