Consumer complaint received 2021-03-27
Company: JPMORGAN CHASE & CO.
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
On XXXX I opened a checking and saving account in Chase.I. have used that account since then without problem. Now I lived in XXXX and use that Account through the CHASE web Portal. Mainly I used the account for pay same subscriptions like XXXX XXXX, some XXXX purchases, vacations and last months to buy some stocks as savings for my future. 

On XXXX, Tuesday XXXX, XXXX I did {$170.00} transfer to a friend in USA. On XXXX, Tuesday XXXX, XXXX CHASE Blocked the access to my Account due suspicious activity. 
During the day I did more than 10 phone calls and spoken with many call takers as well as supervisors. They tried to authenticate me through the cellular number I had registered on my account ( XXXX XXXX XXXX XXXX ) but that was not possible because I had a XXXX  cellular number. CHASE ask me lot of security questions like my account number, debit card number, date of birth, Debit Card expiration date, and even the ATM PIN. I answered all question correctly, but always they told me they need to authenticate me through a USA Cell number, so the only choice they provide me, was me to go to a branch. I explained that choice is not feasible for me as I live in XXXX, however they insisted that is the only choice. Later I get a USA Cell Number and changed my number in my CHASE records requesting the CHASE call center to perform this action, they did. The Phone number was changed by CHASE call taker, then I started my marathon of calls to CHASE Call Center Numbers, and requested the same, unlock my account. The CHASEs answer was the same. " You have to go to a Branch ''. They do not have another choice to authenticate me. 

The big problem, from my point of view is they arbitrarily seized my money and they are economically hurting me as I can not use my money, and now I needed it. 

I'm really desperate and I do not what else can I do. Honestly I guess this is absolutely illegal as they also have my email if they want to authenticate me. The use of the email is absolutely correct and I can probe they actually use that method. 

The probe is : when you get into the CHASE webpage page and the CHASE web page does not recognize the device you are using to get into, the web page offer you to sent you and authentication code to your registered phone number or email. Many times I have chose the email option as well the phone call options, both has been worked fine, which demonstrate what they said ( they can not use international phone numbers or mail ) is a lie. 

I will really appreciate your help, I'm desperate, and is ridiculous to travel from XXXX to USA just to probe that I'm me. 

The human is exploring the space, we have learning machine, quantic computers and the CHASE can not authenticate a person. 

Please help me, I really need your help. I have all the information to probe that I ' me, so CHASE can unlock my account. 

XXXX XXXX XXXX XXXX  social ID XXXX Cell XXXX XXXX XXXX XXXX eMail XXXX XXXX

Company response to consumer: Closed with explanation