Consumer complaint received 2021-03-09
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
The morning of XX/XX/XXXX, I awoke to text messages and an email from Chase that my phone number was removed from my account. Confused, I tried to access my banking app but got a message that my account was frozen and I was unable to log in. I called their support line and they informed me that my account was flagged because I reside in California but there was a pending unemployment deposit coming in from the state of Minnesota. I am a XXXX XXXX who was based in Minnesota until XX/XX/XXXX ( when I went back to work as an XXXX based XXXX XXXX. ) I had been collecting MN UI since XX/XX/XXXX-XX/XX/XXXX without any issue. My XXXX  offered the option to work month on/off to preserve jobs and so I was on leave again on XX/XX/XXXX and requested benefit payments again. I had no issue collecting payments for the month of XXXX until today, when my account was suddenly flagged after almost a year of collecting UI from MN since XX/XX/XXXX. 

The person on the phone advised me to go to my nearest Chase branch with 2 forms of ID and proof that I was a legitimate recipient of UI from MN. 

I went to the branch with all my documents ( Driver License, Passport, XXXX XXXX, most recent letter from MN Dept of Employment and Economic Development, and my 1099G original form from the MN Dept of Employment and Economic Development ). Somehow all this proof was not sufficient for the corporate gentleman on the phone, not even the 1099G with my name, SSN, address, and amount received. Chase told me that the only acceptable document would be the letter I received last XXXX when I first applied for benefits, that detailed the benefits award amount. Of course I no longer am in possession of that letter because it was from a year ago and I had had no issue til now. 
I called the MN UI offices and spoke to a supervisor who also believed that Chase was being unreasonable after all the documentation and proof of identity I provided, and obliged to send me another copy of that first letter that I received XX/XX/XXXX. However, this letter could not be sent via fax or email per state guidelines about security, so I would have to wait until I received it via post. 
I am frustrated and confused as to why Chase is being so obtuse about needing that one particular form when I have provided sufficient evidence, including speaking to the MN UI supervisor in front of them on speakerphone, to prove that I am a legitimate recipient of unemployment benefits from MN! My entire account and funds have been frozen and I do not know when this will be resolved, and I have bills to pay! 

I have spoken to other XXXX XXXX  about this issue and apparently Chase has been doing this to many of us living in CA. This feels almost criminal for them to restrict my access to my funds like this, even after I have provided sufficient proof. I feel completely helpless in this situation, and like Chase is just sending me on a goose chase for their amusement, making me track down a letter from a year ago. Especially in times like these, it really feels like such a slap in the face and a perfect example of a big corporation taking advantage of and abusing the little guy. For shame, Chase.

Company response to consumer: Closed with explanation