Consumer complaint received 2023-02-11
Company: JPMORGAN CHASE & CO.
State: LA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/23, I got a personal phone to use, as I could not use my company phone for personal use anymore. I received the new phone number and proceeded to update all my accounts with my new phone number. I went online to chase.com. but because my work phone I had set up as face recognition, I couldn't log in. I put the password I had recorded as my bank password but it wouldn't take, so reset my password. Went into my account and updated my phone number. XX/XX/23 went to log in to my account and it was flagged as restricted due to fraudulent activity, please call ... ..... I called the number where I was told that chase reviewed my accounts and determined that they can no longer service them they were closing my accounts. I had 10 days to withdraw the money before they closed them and mailed me a check. I called a few times and was told the same thing. I proceeded to a bank branch where I was asked what they can do for me. I explained the situation, and was told there is nothing we can do for you. I said to the lady I have my mortgage and all my accounts with you, I need some help. she told me to have a seat and someone will be with me. a short time after a gentleman greets me and asks me to follow him. He is the " greeter '' in how he explained that he doesn't have permission to do anything on my accounts but he can make some phone calls to see what is going on. He did go above and beyond and was very nice and apologetic. end result was they wouldn't give him the reasons either but told him he could give me my money. Now I am also on both my son 's and daughter 's checking accounts as a secondary. he asked about their accounts. He was told they could take my name off their accounts call the security team back and they would un restrict their accounts. We proceeded to the teller, where they filled out the withdrawal slips ( it's important to note here that I did not have access to my account to see anything, so could not tell what cleared or was pending or anything like that ). they gave me a cashier check for my savings, and cash for my checking when we proceeded to that account rep who would take my name off the other accounts. She responded with a nope sorry nothing I can do, didn't try to log on or call anyone. 10 mins later my son meets me at the bank to withdraw his checking money and close his savings account. We proceed to find another bank to open accounts at. Because my account is new I am not getting access to all of my money until XX/XX/23. 
On my way home, I call the security numbers I was given through the customer service complaint I made. The gentleman was very nice and apologetic. and frankly in awe of what was going on. he put me on a brief hold. came back and asked me what was i looking to accomplish with this call. I said well for starters you all blocked my access to my online banking, how am I to get access to my mortgage account to go update my payment account, second my daughters account, her account needs to be unrestricted what can we do. he said I will release your online account right now. He put me on hold came back and said for your daughter 's account the branch needs to take you off, then call us so we can un restrict it. I said sir I tried that at the first branch they refused to even try or call anyone. He said there is no reason they should be refusing or not trying. By this time its XXXX in the afternoon and the banks are closing I asked if we went tomorrow is this what we can do he said yes, I said and if they refuse can she withdraw her checking account funds and then turn around and just open an account in her name only, he said absolutely. I said ok thank you. 
On XX/XX/23 my daughter goes to the back around XXXX, explains what is going on, calls me on speaker phone, they asked what restricted my account in the first place. I told her I had no clues chase refused to give me that information. she calls the security team, and now they put notes on file every time I call. They tell them nope nothing you can do, we are not giving you permission to withdraw funds, her accounts need to be closed and this family can no longer bank with chase., she will get her funds mailed to her in 15 days. I call the executive team, where I made a complaint the day before and they called to let me know a case has been opened, I explained what was going on. I told them she needs her money to pay her rent, but they put me on hold and calls the security team to try to get them to release the funds. he comes back on after a few minutes and apologizes but he could not get them to release the funds, they are holding the funds because ( here is the best part ). when the bank did their calculations, my husband 's paycheck which was pending, was sent back and now the account is overdrawn, I explained that is not my fault, I did not have access to my accounts they did all the paperwork and filled everything out. he said I know we can see that and I explained that to them, but they still refuse. 
Now my daughter doesn't have access to ANY of her money, and more than half my money is tied up for weeks due to having opened a new account. We are being treated like criminals being made to feel like yesterday 's trash, for NO Reason whatsoever and they have taken our lives, XXXX. Then to be told my money should not have been released either, are you kidding me, you wanted to hold my money XXXX as well. Not give a XXXX as to how we are supposed to live or pay bills. I've banked with them for over 25 years, and we were given no notice, no phone call, and no email. just restricted our accounts, and couldn't use our debit cards. And we are told chase does not need to give you any reason they choose to not do business with you. This is not right and seems very illegal to hold people 's money XXXX. This is not how innocent people should be treated. We are humiliated and feel like we are doing something dirty by asking for our money.

Company response to consumer: Closed with explanation