Consumer complaint received 2023-06-06
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
After having been away from Chase Bank as a depository customer for several years due to bad service, incompetency and apparent corruption, I decided to take advantage of a new depository offer that promised a bonus if certain products and balance requirements were met. 
On Friday, XX/XX/XXXX I used my existing Chase online profile ( I had a current credit card account ) to open a checking and a savings account. Later that afternoon, I withdrew the entire balance of my cash savings from XXXX XXXX and went into my local Chase Bank in XXXXXXXX XXXX, CA to deposit it into my new savings account ; {$16000.00}. I told the teller that this money was coming from my savings account at XXXX XXXX and that I was depositing it to meet the balance requirements of the promotional offer I'd received. She stated that the majoring of the funds would be restricted for a few days while the money cleared. I stated that was not a problem. 
Upon exiting the branch, I decided to try to set up automated transfers between XXXX XXXXk and Chase Bank via the Chase app - this would allow me to move any remaining funds in my checking account without running around town with paper checks. The transfer " test debits and credits '' appeared to fail, so I abandoned the attempt and decided to simply deal with moving my money after the next pay period that ended on XX/XX/XXXX. 
The following week, I updated my paycheck information via my employer 's payroll site. I added my new Chase Checking account and made it my default deposit account for my paycheck. 
I was unaware during this entire time that Chase had flagged my new accounts for fraud. Apparently, my large deposit into the savings ( a balance amount that THEY required in order to qualify for the new account bonus ) in combination with the Chase app 's failure to link to my XXXX XXXX account triggered some sort of fraud scenario. 
I went out of town on Thursday, XX/XX/XXXX for an extended vacation for XXXX XXXX. On XX/XX/XXXX, Chase generated a generic, boiler-plate letter that was sent to me regarding the fraud scenario. This letter likely arrived on the morning of XX/XX/XXXX, but I was already away on vacation. This was the only direct communication from Chase suggesting that there was a problem with my accounts. 
On the night of Tuesday, XX/XX/XXXX, I checked my Chase app to see if my paycheck was deposited successfully. To my surprise, my checking account had disappeared from the app. On Wednesday morning, I called Chase to begin what was to be a 4 hour phone call where I was passed between no less than three departments and five different people. The last person I spoke with, who was in the Fraud Department, asked for information about the large savings deposit and about the micro-transactions related to the failed external account linking. This person, XXXX, then stated that he was submitting a request that my accounts not be closed. I advised XXXX that my paycheck was supposed to arrive today, Wednesday, and that I had monthly bills coming due on Saturday, XX/XX/XXXX. 
On Thursday, XX/XX/XXXX, I woke up and checked my Chase account immediately. Now, to my horror, I discovered that Chase had closed my Savings account as well - it was not present on the app or online banking. Now, I had no paycheck and no savings ; effectively I did not have money to pay my upcoming bills. 
Another three hours on the phone with Chase... I was eventually elevated to an " executive complaint department. '' They took my information and gave me a case number ( case # XXXX ). Still, no promise of a reversal of my account closure ; no promise to return my savings or capture my direct deposit. 
Early on Friday, XX/XX/XXXX, another representative ( XXXX ) called to state she was working on my case. I reiterated my complaint, the entire sequence, my emotional state of absolute disgust and anger, and that I needed to have this all corrected by XX/XX/XXXX in order to pay my bills. 

It should be noted that, in between attempting to resolve the problem with various customer service entities that constitute the sea of confusion that is Chase Bank, I also engaged local branch managers at both the XXXX XXXX XXXX branch in XXXX, CA and the XXXX XXXX branch in XXXXXXXX XXXX, CA. While both managers attempted to help, neither resolved the issue. 

It is now late night on Monday, XX/XX/XXXX. Still no corrections of any kind in the Chase system related to my account. This is unacceptable and seems to border on criminal. Please advise on next steps. I may be at risk of defaulting on some of my bills at this point. Thank you.

Company response to consumer: Closed with non-monetary relief