Consumer complaint received 2023-04-07
Company: JPMORGAN CHASE & CO.
State: IN
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
XX/XX/XXXX @ XXXX I contacted Chase customer service as I had noticed a significant amount of fraud had taken place from XX/XX/XXXX to XX/XX/XXXX while I was in patient in the hospital. I spoke to the representative and they stated that I needed to dispute the charges with XXXX, and XXXX first, but that they would put a stop on any XXXX transactions from coming out of my bank account until this was resolved. I begin the process of disputing with XXXX and with XXXX, and those claims were said to have found fraud, but that they were each pointing the finger at each other, and saying that Chase need to be responsible or the XXXX or XXXX did no one want to take responsibility. 
XX/XX/XXXX I noticed that {$4000.00} in XXXX charges were still being taken out of my account so I went into the XXXX branch and the young gentleman in there helped me to dispute all the rest of those charges and actually this time ended up canceling my debit card and issuing me a new one that would be mailed to me. stating that he did not understand why these charges were still being taken out since I had to speeded on XX/XX/XXXX. He said that these funds will be put into my bank account while they investigated and then it would be probably 48 hours before they even got all XXXX documents that he helped me fax in supporting that I had my account hacked, and that this was fraud. 

XX/XX/XXXX the funds have never been added to my bank account while they investigate I noticed that charges are still coming out of my account from XXXX and other {$700.00} worth so I contact Chase customer service and the customer service rep informs me that the new debit card has been mailed to me that I have not yet even received is now activated and is already having fraudulent charges taken out on it. We file claims on those charges. And I was told those funds will be deposited into my account while I wait which they were never deposited either. I told bank it sounds like this is an internal job as theres no other explanation as to how someone receive that debit card information and activated the card before I ever even received it. 

XX/XX/XXXX we try to use our debit cards and nothing is working on them so I go into the bank and they stay to me that they are closing out my account and not refunding my money. As Im sitting there with the bank employee only at that moment did I receive a letter through email stating that they needed to get in contact with me immediately and I needed urgently contact them or they were going to close my account. She is on the phone with them at that very moment and they said that my account is already closed and that They were giving no explanation. So the letter was just to save face because they were not going to give me the opportunity to discuss anything with them. They had already determined that they were closing my account long before they even gave me the opportunity The reasoning they said that it came from an identifier of mine whatever that means then they changed it and said that they had sent me a email on XX/XX/XXXX while I was in the hospital and that I confirm that these charges from XXXX were from me. I showed the bank teller right there that I did in fact have an email and showed him that I had never even opened let alone confirmed it and he saw that with his own eyes and even pass that information along to the representative on the phone. Regardless, I had called on XX/XX/XXXX to report fraudulent charges and they did not stop these payments from coming out. so knowing that the accounts were restricted or closed, I let them know that mine and my daughter whos on a high school checking account attached mine paychecks would be direct deposited on Friday and it was Wednesday so they were probably already sitting there at the bank, waiting to go into our account. and they assured me that those checks would be able to be deposited and that will be able to come to the bank and withdraw All the funds. 

XX/XX/XXXX I go onto Chase Bank branch to withdraw our funds, and they said that our paychecks has been returned to our employer even though they had told me that we would be able to withdrawal them once deposited even though the account is restricted. I leave the bank very upset go and call my employer who stated to me that they in fact, have not returned our paychecks to them and they still show deposited. So I called customer service and spend two hours on the phone with them being sent from one clueless person to the next. Only then getting sent to another person who accidentally dropped the call. So I then call the XXXX branch and speak with XXXX again who tells me oh yeah, it could take up to three days for that to show back up with your employer, although she failed to tell me that while I was actually in the branch earlier so now I am out the {$6000.00} in fraud that was preventable had Chase did their job and not Continued letting XXXX charges come out of my account but Im also missing mine and my daughters paycheck equally {$3500.00} so Im out over a months worth of income and my electric bill is due and theyre going to shut it off tomorrow if not paid and Im a single mother to a XXXX XXXX child who is on a XXXX XXXX XXXX XXXX  so electricity is very important and we will have to go stay with someone until this is resolved and Chase says theres nothing that they can do to help me. I have contacted an attorney today as I have all documentation to back up what Im stating and I am pursuing legal action. As it is their right to close my account out if they so choose but it is not there right to take my money and give me no reason as to why they arent refunding it, or is it there right to hold or steal my paycheck and my daughters paycheck from us. I disputed the charges in the way they had told me to they did not do what they told me they would do and they will offer no explanation as to why they are doing what theyre doing. This is causing me a lot of stress and grief, and I plan to pursue this to the fullest unless they reimburse me what they owe me due to their negligence in keeping my money safe as a bank is supposed to do.

Company response to consumer: Closed with explanation