Consumer complaint received 2023-07-20
Company: JPMORGAN CHASE & CO.
State: NJ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
I have a Chase United credit card after a year and a half, Chase sent me a letter requesting proof of the identification. When I called Chase in regards to the letter because they sent it when I was outside of the country, I was advised to log onto my online account to verify my information. With no notice there after Chase close my account I did not know that they closed it until I was making a purchase. When I called customer care I was transferred over nine times and hung up on almost 4 at the end of all these transfers I spoke to his supervisor, who advised that the account was closed in error and that several accounts have experienced the same thing, and that the account will be reinstated within 24 to 48 hours. After the 24 to 48 hours were up I called because my account was not re-opened, and was advised at that time that the manager gave me wrong information and that Chase was still in need of verifying my identity, they requested that I upload a copy of my ID and Social Security in which I did and I called three times after that to verify and follow up on the matter I was advised that they received it and it would take 3 to 5 business days for it to be reviewed and then they would expedite the card over. I called after that timeframe to verify that they reviewed the information to be advised that they never received the information even though I have the online app confirmation that they received it and they did respond to me in The secured message system. Chase advised that they received the three documents that were uploaded and would respond within one to two business days but today XX/XX/XXXX I spoke to a supervisor named XXXX who stated that there mustve been an error and we did not receive it and that he would file a complaint and I would get a response from them. I asked XXXX in regards to my account being closed where in the terms and conditions or banking regulations do they have the right to close my account even though Ive made all my payments XXXX actively using my card and they automatically on their own extended credit without my request from the original credit line that I was approved for XXXX stated that the right that the lender had came from the banking regulation the US patriot act. Keep in mind that there was no suspicious activity on the account all payments were made on time and card was being actively used and they closed it a year and a half later due to them needing proof of identification, after reading the patriot act, I see no real reason for them to be closing my account on this basis. in the course of the two week phone calls on the first day that I called when I noticed my card was closed the supervisor who gave me wrong information stated that my account was closed due to an error and that would be up within 24 to 48 hours how does a manager give that kind of information if it was close for a completely different reason, By doing so she delayed the resolution by over a week.

Company response to consumer: Closed with monetary relief