Consumer complaint received 2018-06-12
Company: JPMORGAN CHASE & CO.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
On XX/XX/XXXX, my mobile and online banking system did not allow me to log on stating my account has been closed and for me to contact customer service. I immediately contacted the bank and they stated they will no longer be of service to me and that I will receive a letter in the mail within 2 days. I did not understand the reason 's why this was happening, tried asking " why, what caused this to happen '' and no answers. I currently have a checking and savings account, along with a college account for my son and a checking account for my daughter. I go into a panic mode, reach out to my children to ask if they have access to the accounts via the mobile app and they were able to get in. My son had lost his debit card and noticed a few fraudulent transactions, 2 checks were deposited on XX/XX/XXXX and withdrawn onXX/XX/XXXX in the amount of 2 {$1700.00} transactions took place somewhere in XXXX. Once the fraud claims were submitted they advised his card was canceled and that this issue should only affect his account and mine would remain open, which was not the case. I contact the bank again after speaking to my son on XX/XX/XXXX and the response was the same, the account was closed and I will be receiving a letter in the mail and a check in the amount of all the money in all the accounts. I was so confused as to what was going on, I decided to go to the closest branch in XXXX XXXXXXXX and spoke to a Bank Representative. I explained what happened, she takes my information, does her research, calls someone to try and explain why all of my accounts were going to be closed however, she wasn't having any luck. She asked if my son was here, I confirmed yes he was and had him show up to the bank to confirm he was in Florida and not in XXXX. We looked at the checks that were deposited and I even showed her the signature on the checks does not match my son signature. At that point we get a customer service rep on the phone that confirmed my accounts were being closed, due to an online transaction they were no longer going to do business with us. At that point I began to feel like the criminal and not the victim of a fraudulent activity. The customer service representative stated you will receive a letter in the mail with an explanation and that was it. This has caused major frustration in my family, no money, unable to withdraw not even a few dollars to help make it through the week. On Thursday, I finally receive a letter under my daughters name and my son with all of my accounts listed stating " you can no longer use your accounts ending in '' and " we have blocked the accounts above and will close soon ''. We're doing this because of a recent activity on the accounts or because you didn't provide information requested, which that never happened. My accounts are set up to where the college account can't purchase anything if he doesn't have the money in the account and we have notifications set up for deposits over {$120.00} and low balances for anything below {$50.00} dollars in which in this case " we never got any type of notifications for the fraudulent deposits, withdraw, etc. ". On Friday, XX/XX/XXXX we go back to the bank and speak to the Private Client Banker and I explained what happened, that we've been waiting for the checks and the letter explaining why they closed my account and he starts by calling customer service. Come to find out my daughter will be receiving her check and was advise she can reopen an account if she wants to, which brings us to think why did they even close her account if it didn't affect her. He advised me that my account is under investigation due to the fraudulent activity and pending claims to be processed. I asked for an estimated time for all of this to be over and he wasn't able to tell me. I've had to ask my family for financial help since I'm unable to withdraw money from my account and my question is, shouldn't I've been notified prior to my accounts being blocked? Or received a call or email notification asking if I've done these transactions? But no, they block my account, no explanation what so ever making me feel like the criminal instead of the victim.

Company response to consumer: Closed with explanation