Consumer complaint received 2021-07-01
Company: JPMORGAN CHASE & CO.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Non-sufficient funds and associated fees

Complaint:
I was unfortunately extremely impacted by covid and had a loss of income. My account became negative XX/XX/XXXX and I was trying to find a solution and come up with money. I wasn't able to and on XX/XX/XXXX I called into Chase to see about getting an extension so my account wouldn't be closed. The representative I spoke with said " I would only be able to receive a 9 day extension ''. I told them that would work. Then explained my hardship and that I had applied for unemployment and was waiting for a decision on that. The representative said he understand and asked if there was anything else, I said is there any way to get additional days and he said he wouldn't be able to but could get a manager to see. I talked with the manager and he said the same thing. I said I understand and the 9 days would be fine. I checked my account the next day on XX/XX/XXXX and it had been closed. I called that day and spoke with a rude and abrasive representative that told me " Since I didn't guarantee a payment that I did not receive the extension ''. I told her " No one told me I had to guarantee a payment ''. I wasn't provided all the information I should have been provided to avoid my account being closed. I then sent an email to the executive office and CEO of Chase Bank on XX/XX/XXXX. I received a call from a representative who was nice and friendly and he stated that they would investigate. After he had reviewed the call he said that they determined that since I didn't guarantee a payment that there was nothing they could do and the account would remain closed. My issue is that they didn't inform me that I had to provide a guarantee for the extension. If I had been told that, then I would've given them a guarantee. I also filed for unemployment and did receive it on XX/XX/XXXX but since my account had been closed, they used the money received to pay off the account and then put the remaining in my savings account. I was in a major need of that money and now am in jeopardy of losing my car. I then had to setup a new account with the Texas Workforce Commission to receive a direct deposit but the new account isn't going to be approved by TWC until the XXXX. Causing my second payment request to be sent to me via check. I'm now without money for food, gas or any essentials. If they had only told me about the requirement of a guarantee or even after that have done the right thing and re-open the account, all of this could have been avoided. As a customer this wasn't my error or anything done on my part. Covid has impacted a lot of people and a lot of us are struggling and it's really messed up that Chase didn't do the right thing. I had the account for over 10 years and with everything going on right now I'm shocked they didn't try and make things right. I'm now been even more impacted by their representatives not providing all of the full information and misleading me. I hope that this doesn't happen to someone else and I hope CFPB will review all the necessary information and help Chase to avoid this type of error in the future. If there's anything else needed, please reach out to me directly. I appreciate your time.

Company response to consumer: Closed with explanation