Consumer complaint received 2021-11-13
Company: JPMORGAN CHASE & CO.
State: OR
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
On XX/XX/XXXX of 2021 I discovered that my XXXX Rewards Visa Account with JP Morgan Chase had been closed without warning or explanation. At this time there had never been a single late or missed payment on this account and no payment was even due. Upon calling JP Morgan Chase believing this to be a mistake I was informed that the department I needed to speak to was closed and due to the holiday weekend I would have to wait until Tuesday. 

Upon contacting the number provided I explained what had happened to the employee at JP Morgan Chase who seemed to be just as baffled as confused as I was and agreed that they did not understand it as well and asked me to bear with them several times as they continued to search through my account trying to discover why this had happened. The employee eventually said that they found the reason for the closure of my account and that it was in a letter and then asked if I had gotten the letter to which I had not and told him this. 

The employee working for JP Morgan Chase proceeded to tell me that Chase had received a letter from XXXX ( whom I had a paid credit monitoring service through at the time ) sent them a letter ordering them to close my account. I was so confused I didnt even know what to think and asked several questions including how XXXX had the power to close my account to which he said he did not know, what contact information was included in the letter to which he claimed he was unable to share, if I could have a copy of the letter to which he refused, and what I needed to do next to which he said I had to contact XXXX to resolve the issue because they are the ones that closed my account. 

After speaking to multiple departments of XXXX over the next several days there was not a single employee who had ever heard of such a thing and told me very boldy that I had been lied to. This led me to believe that some kind of fraud or identity theft had taken place and no matter who I talked to at JP Morgan Chase NOBODY would help me or give me ANY kind of information. 

This put me in a state of fear and terrified to use kind of debit or credit cards at this point so I locked everything and froze my credit report until I could get some answers. These were answers that never came. Instead all I have received from JP Morgan Chase and its employees have been lies that caused an immense amount of damage not only to my credit report, my means of living, ability to pay bills and try to survive through the pandemic the world is suffering through, but most importantly my own well being. 

I made dozens of attempts to contact JP Morgan Chase between XX/XX/XXXX and XX/XX/XXXX all of which ended with me either being transferred to a dead line, hung up on, or my favorite of being re assured I was being transferred to an actual person in a department that would only be a recorded message and then hang up on me. 

On XX/XX/XXXX I had an alert that a payment did not go through to JP Morgan Chase. At this time I chose to use their online secured message feature to contact them in regards to it and much to surprise I actually received an answer so I decided to use this form of communication in regards to my closed account. 

After more than a dozen messages have been exchanged I have been given multiple phone numbers to contact during specific business hours ( all of which have led straight to a recording that says they are closed and hangs up during the times given ), and been told that my inquiry has been escalated to a manager, been notified that this has been sent an investigator to determine a resolution. 

None of these things have happened. The only contact Chase has made with me has been automated phone calls and when transferred to a live person they dont have any clue what I am even referring to. I have not received a single email from an individual, a letter in the mail, a phone call or any form of contact from an investigator, or had a single person leave a message saying they were trying to get in contact with me. 

I believe this to be very unacceptable from the very beginning when their employee lied to me about the reason for the closure of my account all the way up until now where it has been more than 2 months and I still have not received any truth from JP Morgan Chase. 

In fact all that I have received from this company is an immense amount of damage to my life as a direct result of the actions of JP Morgan Chase and their employees, extensive damage to my credit history and report, multiple financial hardships directly related to this entire situation that they have refused to resolve or even take interest in, and my own mental well-being that has been severely affected by this entire situation caused by JP Morgan Chase and its employees. 

[ Electronic Messages Exchanged Are Attached ]

Company response to consumer: Closed with explanation