Consumer complaint received 2022-02-06
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
I have been trying to unlock my account for over a month now. I traveled to my boyfriend who lives in a different state for new years and I've been stuck here for a month because chase is making it so difficult for me to unlock my account. 

On XX/XX/XXXX, before I left to see my boyfriend, I went to my local chase bank to get my account unlocked. I sat down and talked with a lady there and she sent an email to someone with the details I told her about my transactions and what happened. She told me they should get back to her by tomorrow and unlock my account. She called me XX/XX/XXXX and told me they unlocked my account but to check to make sure. By this time I was in a differet state about to board my second flight. In that moment I didn't have the chase app installed to check and I didn't want to keep her waiting so I told her I was able to sign in ( I was assuming it actually was unlocked ) but when I checked later it was still locked. I'm not sure if they did unlock it but was locked again due to me signing in while I was in a different state. 

I sent {$300.00} using XXXX  to my boyfriend and then my account was locked for " supicious activity '', but the payment still went through. I'm sure chase locked my account due to sending so many XXXX  payments to him so soon.

I have tried calling the customer support line several, several times but it was useless to be frank. The first time I got to a real person ( after being on hold for hours ), I told the man my situation and then told him my information. He then said to give him a moment to pull up my account. I said okay. It was silent for a long time until he put me on hold without saying anything. I was on hold for another hour before I hung up. 

The second time I called I got a bit further than last time. The lady I was on the phone with told me she was going to ask me a few questions to verify my identity so I thought to myself, okay, no problem, I should be able to get my account unlocked this time. She then asked me something along the lines of, " Which of the following counties have you lived/owned property at. '' She then listed 3 options, 2 of which I didn't recognize, except for the second option which was the county I have lived in for the past 3 and a half years. So of course, that's the option I told her. But then she said, " I'm sorry ma 'm but due to the answer you gave me I can not confirm your identity at the moment. '' I have no clue how I could have gotten that question wrong. I thought that maybe it's because I don't own the property, but it wouldn't make sense because I do live there and I have for years, so there is just no way that wasn't the right answer. I don't know what happend. Maybe they just didn't want to deal with my issue or they got my information wrong. 

So after that, I went to the chase bank in my boyfriend 's town to finally get my account unlocked. The process there was pretty easy, I told them what happened, they verified my identity and typed up some info to email to someone to get my account unlocked. They told me it would be unlocked within the next half hour. 

An hour passes and my account is still locked. But instead of the usual " your account has been locked for suspicious activity message '', it told me to reset my password. So I did, entered my ssn and card number, went to the next step, and then the same suspicious activity message as before popped up. I'm guessing it's becauss I'm still trying to sign into my account from a different state ... the same account that has the money to get me home so I can actually sign into my account without that message popping up. 

Just now I tried to sign in again but through the app thinking it would be different. It said my account had been suspended. 

I am immensely frustrated. I'm being treated unfairly and I am not being heard. I have an appointment on the 14th for my braces I can't miss and I owe someone money by monday. So I don't know what I'm going to do. I need my account back. Thank you for reading.

Company response to consumer: Closed with explanation