Consumer complaint received 2020-11-23
Company: JPMORGAN CHASE & CO.
State: OR
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
XX/XX/XXXX My divorce was final, and my last name changed back to XXXX. 
In XXXX, when the branches were open again, I went in with my decree to change my name from XXXX to XXXX. 
XX/XX/XXXX I went to the branch to withdraw funds. I was advised my account had been closed by Chase. I was also advised that they were not going to tell me why. I had an unemployment direct deposit that was to post on XX/XX/XXXX. I tried to stop it with the state of Idaho. They were unable to cancel the direct deposit. Later in the day, I went back to the branch to again ask why my account was closed and to verify that the direct deposit would NOT be accepted. 
XX/XX/XXXX I called Chase to verify again that my account would not receive any additional transactions, specifically the direct deposit that was to post on XX/XX/XXXX. I was assured that the account was in a Suspended state and would not accept the direct deposit. I asked again, why my account was closed, and was told that they declined to give me the reason. 
XX/XX/XXXX Chase received and accepted the direct deposit from the state of Idaho ( {$370.00} ). 
In XXXX, I called again to find out why my account was closed and what I could do to get my funds from Chase. I was told that they suspected fraud, because my unemployment benefits came from Idaho with my married name ( I could not change my Social Security card name, because the SS offices were closed due to COVID. I could send my originals, but I was extremely uncomfortable doing that ) and my checking account showed my legal name : XXXX. NOTE : The account was opened in my married name : XXXX. I was told all I had to do was take my proof of who I was and the name change, and that I would receive my funds within 10 days. I went to the branch with all my original paperwork showing my name, divorce, name change. This was scanned by a banker and sent to the Chase fraud department. The banker told me that he would have to call the next day to complete the paperwork requesting the release of my funds. The banker called me the next day and told me I would see a check in 10 days. After waiting 14 days, I had not received a check. I went back to the branch to speak to the manager. He told me that the fraud department was closed and there was nothing he could do. I went out to my car and called. I got through to the Fraud department after holding for a long time ( they WERE NOT closed ). I was told at that time that they had my paperwork and that the Risk department was reviewing, and I would receive a check for my funds when they were done. I asked for a timeframe and was told that they had no idea how long it would take. 
XX/XX/XXXX I called again to try to get a status on my payment. After being transferred all over and holding for about an hour, I was told by a representative that they were waiting on the state of Idaho. I asked when they had asked Idaho for this information and was told in XXXX. I asked to speak to a supervisor. After holding an additional 15 minutes, the supervisor told me that they were not in fact waiting for Idaho. I told her that the first representative had said that they were and asked which one of them was telling me the truth. The supervisor said that she was, and that they had all the paperwork they needed. She said they were waiting for the Risk department ( some back-office department that no one can talk to ). I asked how long that process would take, she advised that she had no way of knowing and no way of asking, I asked if there would be updates to my account during the process, so that I could continue to follow the progress. She said no. The only updates that the Risk department posts to my account is when they release the funds. I asked again if she knew how long that would be, she said no. I asked if it could be weeks, months or years, she said she didnt know.

Company response to consumer: Closed with explanation