Consumer complaint received 2021-01-22
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
To Whom It May Concern, I am filing a complaint on behalf of Chase Bank for failing to reimburse the remaining XXXX in my account before they closed the account. 

Approximately the second week of XX/XX/XXXX, I opened a checking account with Chase. I was approved for this checking account. On XX/XX/XXXX, I deposited a check from XXXX XXXX Bank to Chase Bank in the amount of XXXX  ( See the attachment below titled " Copy of XXXX XXXX XXXX XXXX XXXX XXXX ). On XXXX XXXX, I received confirmation that the deposit was received for the Chase Bank checking account. ( See the attachment below titled " XXXX Email Deposit Confirmation '' ) .The deposit was completed without error. ( Please see page 2 of attachment " XXXX XXXXXXXX XXXX XXXXXXXX XX/XX/XXXX '' XXXX. According to the attached Chase transaction detail and checking summary the online deposit was completed and the XXXX was in the account. On XX/XX/XXXX, I performed a one time transfer from XXXX XXXX in the amount of XXXX  to ensure that future transfers would be made without error. 

On XX/XX/XXXX, the account showed a withdrawal of XXXX XXXX  with a description " XXXX XXXX Check Charge '' ( see attached Chase Bank Checking Summary and Transaction detail. ) I attempted to call Chase Bank to inquire about the reason for this withdrawal. I called Chase bank 3 separate times during the first week of XX/XX/XXXX, each time explaining my predicament to a representative, each time was transferred to the same " Deposit Return Department '' that I was not allowed to obtain a direct number in the event we were disconnected. Each time I waited on hold 3 hours which resulted in being disconnected. My assumption is I reached the maximum amount of time allotted to wait on hold before calls are disconnected. From these calls I was able to determine the account was closed by Chase but I was unsure as to the reason it was closed nor as to why they accepted a deposit and then closed the account. 

I then went to my local Chase branch at XXXX XXXX XXXX XXXX XXXX XXXX during the third week of XX/XX/XXXX. I presented supporting documentation that I have attached in this email including my bank statement showing the amount of money in the Chase checking account before it was closed, a copy of the physical check from XXXX XXXX deposited by Chase, in addition to a photo ID and proof of income to the General Branch Manager, XXXX XXXX. I was kindly informed by XXXX XXXX that the account was closed due to lack of proof of identification for the account. Prior to this, I had not received any contact from Chase that required additional proof of identification in order to maintain the account. XXXX XXXX informed me he would have to contact the " Deposit Return Department '', the same department I had been on hold for 3 hours 3 separate times prior. After waiting approximately one hour at the branch location, XXXX XXXX stated he was unable to contact anyone directly in the department and was placed on hold. I inquired as to whether he had access to a direct line to reach a representative given he is a staff member. He stated that he did not have a direct line to the department and was required to wait on hold as if he was a customer calling. Given the state of the pandemic and attempting to limit the number of customers in the building, XXXX XXXX suggested he contact the department and follow up with me in one week. 

Unfortunately I missed XXXX XXXX 's call on XX/XX/XXXX. In the voicemail, he stated the following " Hi [ my name. ] good afternoon this is XXXX XXXX at Chase Bank. I tried to call the Deposit Return Department to find out when that certified copy of that check deposited from XXXX XXXX would be returned to you. I am unsuccessful getting to that department now based off the Covid 19 call center situation. But you should receive that check back soon and then, you know, you can reopen up the account. Everything is set up now in the system with an address verification so we do have the documents on file. To discuss further why don't you give me a call back so we can just you know touch basis on that process. You can reach me directly at XXXX XXXX. I'll be at the branch until XXXX XXXX today and I'm working the remainder of the week as well. So if I'm not able to pick up let me know a time when you're available and I can make sure that I call you back so we can have a phone conversation about it. Do look forward to working with you, XXXX my name ]. Take care. '' Please see the attached voice recording from XXXX XXXX on XX/XX/XXXX. I called multiple times, each time leaving a voicemail, and XXXX XXXX failed to return my calls. 

Many months have passed since this encounter. As a healthcare provider during a pandemic, my time has been extremely limited. I also live in the XXXX XXXX XXXX area and had multiple local fires shortly after my encounter with XXXX XXXX. 

At this point, I have exhausted all my options on this matter. My request is for this matter to be investigated and to receive a check in the amount of XXXX  XXXX to the mailing address below ), money that was taken from me and has since not been returned. 

I understand that customer service was difficult to maintain during the pandemic. And it should be known that XXXX XXXX was very polite and did the best he could in a difficult situation. However, I am concerned that a bank would close an account without communicating the reason and without warning. I am baffled that a bank would accept deposits from multiple sources and then close an account without reimbursing the account holder. I am perplexed a bank would not have direct lines of contact for staff within their network to contact I can understand why I may not get access to the " Deposit and Returns Department '' but I do not understand why that number would not be accessible to staff, especially during a time when the bank had limitations in accessing their customer service. Unfortunately this was not something I could do on the website. I even attempted to message customer service directly online and was advised to call. 

The problem lays with the Chase Bank institution, not customer service representatives nor XXXX XXXX, and I caution anyone to open a checking account at this bank based on my experience above.

Company response to consumer: Closed with explanation