Consumer complaint received 2022-01-20
Company: JPMORGAN CHASE & CO.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
Dear Sir/Madam, I have been a loyal customer of Chase bank for XXXX  years, since XXXX. I wish to bring to your kind attention that I am facing terrible problems with the sudden account closure decision. Currently my checking/saving account ( XXXX ) has been suspended and subject to be closed. 

On Saturday XX/XX/XXXX, I made a {$10000.00} transfer to my girlfriend 's account and suddenly both of our accounts were locked. I immediately called XXXX as suggested on the login notification. After an incredibly long XXXX hours waiting on hold on the phone, the operator informed us to go to the branch to provide documents and verify our identity in order to reactivate the accounts. 

On Monday XX/XX/XXXX, I called the number again to check if the status was still the same, however, a very impolite operator said that mine and her accounts will be closed without any explanations. I desperately needed those accounts to pay my credit card bills, rent, and to receive my salary. As for my girlfriend, the fund in her account was supposed to be paid to XXXX for tuition and failing to do so might lead to expulsion from her school along with student XXXX  cancellation. We both were extremely anxious and hopeless. 

Tuesday XX/XX/XXXX, we were finally able to make an appointment to speak with someone at the branch. We prepared all documents and evidence of all transactions, both current and previous, for the bank officer to review as requested. However, the branch office said that he can not unlock all of my XXXX accounts. He didn't even have a look or consider any of the documents that I presented and told me that there was nothing he could do. The only thing he could do was unlock my girlfriends  account and my online access to just let me read a secure message. 

On the night of Tuesday XX/XX/XXXX, I received a secure message from Chase stating that " We may be able to keep your account open If you have the information we requested, the message is enclosed at the end of the letter. I had all documents prepared, but there is no officer who is willing to take a look and resolve this matter. The situation also got more severe after the {$20000.00} that I transferred to my girlfriend earlier on XX/XX/XXXX has been reversed. After her account had been unlocked, she checked that the balance was sufficient and made the payment to XXXX. However, later on after the transaction was reversed, now my girlfriend 's account has a huge negative balance and also has an issue with XXXX payment that will be rejected and bounce back. 

On Wednesday XX/XX/XXXX, we again went to the bank with hope to resolve this madness but the feedback that we got were nothing but the same answer as the decision had been made According to the described situation above, I would like to make a rigid complaint about the account closure decision and verification process. The closure decision happened in an unreasonably short period of time and during the long national holiday weekend period between XXXX, when the communication with the bank was limited. The communication from the bank was also ambiguous and vague that it was not possible for me to implement any action needed. Moreover, there is no intention from the bank to deliberately review any of my evidence or listen to the explanation at all. This ignorance is unacceptable. In accordance with the fact, the actions from the bank were greatly unjust and the decisions that were made without considering the evidence and facts that I am ready to provide, were extremely unfair. I have been mistreated and I suspect that it might be due to a XXXX XXXX

Company response to consumer: Closed with explanation