Consumer complaint received 2020-03-26
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
( Related to FTC # XXXX where Chase blocked COMPLAINTANTs access to XXXX XXXX  and XXXX XXXX & FTC # XXXX where Chase employees kept going further and changing the way in which COMPLAINANTs account is unlocked & XXXX-XXXX-XXXX  # XXXX # XXXX on XXXX, XXXX on XX/XX/XXXX & FTC # XXXX on XXXX ). On XXXX around XXXX XXXX  at " XXXX - XXXX  '' gas pump # 1 failed to process Chase Credit Card until COMPLAINTANT started recording the footage as he went to gas pump # 3. There seems to no wrongdoing perpetrated by the employees at the premise. COMPLAINTANT has let the employee know that XXXX XXXX backend system and Chase could be at fault for causing this issue. Only second attempt was met with notification from Chase out of 2 attempts. At a different merchant, Chase has failed to successfully process payment from " XXXX XXXX  - XXXX XXXX, CA. '' Chase denies any wrongdoing and directs fault at XXXX XXXX  for sending wrong billing zipcode/address to Chase to be processed, despite successfully having been added beforehand with correct information. COMPLAINTANT notes that a different merchant has processed payment from XXXX XXXX  XXXX around XXXX XXXX. Chase was struggling to " activate '' the mobile feature of the card before having XXXX XXXX  add it to its system. On a different note, In/About XXXX, COMPLAINTANT has changed his billing and mailing address with Chase as well as email address. On XXXX, COMPLAINTANT has initiated and completed several XXXX transfers. Around XXXX XXXX   PST, Chase has tried to contact the COMPLAINTANT for possible fraud attempt on his account. Due to more than average or normal transfers initiated, COMPLAINTANT acknowledges the security measures taken by Chase. However, the employees over the phone insisted that COMPLAINTANT contact local branch banker and have her/him contact the call center. Another sudden shift of procedures made by Chase employees. Around XXXX XXXX PST, a different manager has answered the call and insisted that COMPLAINTANT visit his local branch/banker for authentication. When asked whether receiving and verifiying the call promptly from earlier representative, who flagged the account, would have prevented the lock, the manager was unable to give a concrete answer. Chase manager is unable to comment on whether different employees can make subjective conclusions in requiring extra arbitrary measures to authenticate user accounts. Over a course of a year, Chase has been arbitrary in applying measures to unlock COMPLAINTANT 's account, ranging from ( 1 )  using debit card as SMS/Text authentication was unavailable due to COMPLAINTANT 's mobile carrier information not matching the information on " mobile public records '' Chase queries from, ( 2 ) Visiting a local branch with ID, ( 3 ) call back its supervisory customer service line, and to ( 4 ) Calling a local branch banker to have him/her call Chase 's main customer service line.

Company response to consumer: Closed with explanation