Consumer complaint received 2022-12-06
Company: JPMORGAN CHASE & CO.
State: CT
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
XX/XX/XXXX Chase bank closed my XXXX business account because their internal scanning software made an error and then they didn't tell me about this error until it was too late. There were about 5 weeks between the time my account was flagged and the account was closed. Nobody notified me that it would be closed. This all happened because I tried to change my EIN.

At the start, their scanning software did not scan a document properly, Then, the bank did not notify me of this problem. Most importantly, the business banker who was coordinating the EIN change ignored several internal messages from Chase to fix the error. The result was that Chase denied any wrongdoing and now the nonprofit that I run has a closed account after 20 years in business. 


XX/XX/XXXX I received a phone call from XXXX XXXX XXXX XXXX case # XXXX ] stating she provided oversight for activity at the bank branches. 
She took my info and then did not get back to me. When I called her on XX/XX/XXXX, she said there was nothing she could do. She told me she could not provide a transcript of our phone conversation and would not email me the result of her findings because " we don't do that here. '' When asked what document the bank needed exactly, XXXX 's response was ( over and over again ) " certificate of formation '' letter from XXXX  XXXX. When I told her ( over and over again ) that I already submitted that document, she had nothing new to say. Clearly, this was an issue with the bank 's internal software " XXXX '' improperly scanning the correct document, which threw up a red flag that no one responded to. Then when I brought the error to their attention, no one took responsibility for it. 


XX/XX/XXXX I talked with the branch manager in person. He said there was nothing he could do. I emailed XXXX multiple times and got no response. I spoke with XXXX from XXXX and Compliance Depts multiple times and he said that they sent several messages to XXXX on XX/XX/XXXX and on XX/XX/XXXX and XXXX did not respond. 

XX/XX/XXXX A customer had trouble depositing a payment to my business account. I called Chase bank and was told that the account was slated for closure and there was nothing I could do about it. The reason given : certificate of formation from XXXX  XXXX was needed. Of course, I had already submitted this letter and had already been told it was accepted. I received zero correspondence from Chase except for the XX/XX/XXXX generic email. 


XX/XX/XXXX I submitted all requested paperwork to XXXX. Later that same day, I received a generic email from Chase asking me to submit all requested paperwork that I had just submitted. I emailed XXXX and he assured me that all paperwork was correct and submitted properly. 


XX/XX/XXXX I went into a local Chase branch to change my EIN # since my business structure had changed from XXXX to XXXX XXXX. I was directed to make all of the changes through email with XXXX XXXX - a business banker who only works remotely. Over 2 days, I sent XXXX my driver 's license, a proof of existence letter from XXXX  XXXX, and an IRS letter showing the new EIN.

Company response to consumer: Closed with explanation