Consumer complaint received 2016-04-04
Company: JPMORGAN CHASE & CO.
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
The first bank account I had was opened in XX/XX/XXXX, before I was XXXX and was under mine and my mom 's name. I turned XXXX in XX/XX/XXXX. XX/XX/XXXX the bank sent me a letter stating they needed to verify my information. I went to the bank and showed them my ID, my social security card and my birth certificate. The bank had me sign an Authorization to Release SSN Verification as well as a XXXX ( even though I do not own a business ). At that time, because I was now over XXXX, they took my mom off the account. My account stayed the same but now I was the only one on it. Then XX/XX/XXXX the bank closed my account and sent me a check in the amount of {$240.00} ( which was the balance of my account when they closed it. ) I did not understand why and the bank could not tell me so on XXXX/XXXX/XXXX I went into the bank and opened a new account. I received a new debit card upon opening the account ; and when I was done I deposited the {$240.00} check the bank had sent me through the ATM outside. On XXXX/XXXX/XXXX I received a letter from the bank telling me they were closing my account AGAIN! Upon receipt of the letter my mom and I went to the bank to find out what the problem was. We were told by the Private Banker and the Assistant Manager, XXXX that ' ... sometimes the bank just closes accounts and does not say why and we are unable to find out ... '. The letter sent to me dated XXXX/XXXX/XXXX had a phone number at the top so I tried calling. I was put on hold for over 30 minutes - no one ever picked up the phone. My account was closed ( again ) and the bank sent me a check ( again ) for the balance in my account. I continued calling the number on the letter and finally got through on Friday, XXXX XXXX, XXXX. I spoke with XXXX. She said she could not give me any information as to why my account was closed. I asked to speak to her supervisor. She said the wait time would be 5-7 minutes and put me on hold. I then spoke to XXXX who said she could not tell me anything either. She said she could see the reason in the system but was not allowed to tell me. I asked to speak with her boss. I was then transferred to XXXX. She said she could not tell me either. 
I asked to talk to her boss. She said they would not tell me either. XXXX, the Operations Loss Prevention Manager, then got on the phone and said she was not allowed to tell me either. I then asked to speak with her boss. She put me on hold and then connected me to XXXX XXXX, Division Leader ( of the Fraud Dept. ). He would not give me his extension or a direct number ; nor would he transfer me to his boss after telling me he would not/could not tell me why the bank closed my account. He told me I would have to file a complaint with the CFPB and/or write to the Executive Office Department at XXXX XXXX XXXX, XXXX TX XXXX. I was on the phone over one hour fifteen minutes. Not one person would tell me what the problem was. I told them I would go to any branch and bring whatever documentation to prove my identity but every single person refused to help me. And why my call ended up in the Fraud Department I can not say. I am a XXXX, have never had an overdraft charge, I have no credit and the biggest deposits come from Financial Aid for school. I do not know if I go to another bank and open an account if the same thing is going to happen. I would really appreciate any help you could give me in finding out what the bank 's problem with me is.

Company response to consumer: Closed with explanation