Consumer complaint received 2021-05-11
Company: JPMORGAN CHASE & CO.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
On XX/XX/XXXX, I received a deposit from XXXX in the amount of XXXX. I received this through a loan I qualified for as a sole proprietor. As a sole proprietor, in the state of Texas, you use your social security number. I did not have a business checking account because I did not know it was required. I go into the banking center and speak with a teller to get a cashiers check so that I can deposit some funds into my other account with another bank and she immediately tells me my account is flagged and will probably be frozen. She said I could not withdraw my funds and the bank will probably want to see some type of document showing that this money was due to me. I find this very odd coming from a teller ( I use to be a teller at XXXX  XXXX XXXX for XXXX years and I know this is not normal practice ) and also because I had just used my account for coffee prior to coming into the banking center. When you are speaking with a customer using terminology such as probably it is very alarming to me. I get the document she told me to get and return to the bank later that day. The personal banker says he cant help me right now I will need to make an appointment, so I leave and come back at XXXX for an appointment with him where he gives me his word he will get this taken care of for me. I give him the document and he looks over my account. He says we need to call the fraud department. He says hes seen this happen before to some customers but with the document I provided everything would be fine. He said the fraud department literally has no idea what they are doing but he will get it fixed. We call the fraud department together while sitting at his desk and the representative explains the hold is because this was a business deposit into a personal account. He says all I need to do is send the proof and he would unblock my account. We verified with the representative that I was providing the correct document and he agreed. The personal banker faxed over my information and said he would call me in two days to let me know that my account is unrestricted and that I could come and withdraw all of my money. Several days go by and I did not hear from him. I did not hear from anyone. I did not receive any notification on my account. I did not receive a letter explaining what was happening to my account or anything of such. I got an email saying my account would close soon and I could login to see the details of the letter. Of course my account is locked so I am unable to access my online banking and havent been able to access my online banking since XX/XX/XXXX. So I am not being provided with the information that is my right to have. I call the fraud department again and ask about my account. The representative I initially spoke with said my account was in closing status and I would receive a check. I told the representative that I needed the money now and asked If I could go into the banking center and withdraw and she advised that I should be able to but she cant guarantee it. How is it possible that you cant tell me if I can or can not withdraw my money from my account? I call back and speak with another representative who informed me that what I submitted was incorrect and I need to submit different documentation after being advised by the bank on multiple occasions that what I was submitting was correct. The representative said I could not withdraw my funds even though I was just advised that I should be able to by another representative. The 2nd representative also informed me that I would be mailed a check within a few business days. It has been well over 16 business days and 22 calendar days and I havent got a check, a letter, a notice for action or anything. I have not been treated fairly by Chase in the slightest bit and no one has the right answers. All of my bills have been returned and I have no money. Its fine that Chase chose to unfairly close my account, but its not okay to keep my money. This is definitely discrimination because I personally know many people who have gotten a similar loan deposited into their personal account with no issue. I was never once offered the option to open a business account. I was treated like trash since I walked into the bank on XX/XX/XXXX.

Company response to consumer: Closed with explanation