Consumer complaint received 2022-02-22
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
I opened a Chase checking account on XX/XX/2022 with the promotion of {$220.00} credit after direct deposits of {$500.00} within 60 days. Checking and savings account were successfully opened with no issues during signup. 

Today XX/XX/2022 I attempted to log into the same online account and received the notification that my accounts were locked and to contact Chase. So at XXXX PST I called Chase and spoke to them for 3 hours. I performed verbal verification over the phone with the representative, total of 3 questions from my credit report only myself would know. My verification was successful but they still would not remove the restrictions from my accounts. They requested I go into a branch and bring my ID, debit/credit card, and utility statement with the address I have on file. I told them I was uncomfortable going into any retail location right now because of COVID and asked if I could submit these documents electronically or by mail. They instructed me how to submit by fax, but then requested that I ALSO provide my social security card which I did not have on me. Because of the lack of my SS card, they refused to accept my documents and directed me to the local chase branch as this was the only remaining option. 

I was told when going to the branch I would need my ID, credit/debit card, and utility bill as proof of address to complete the verification and un-restrict my account. I was told by multiple supervisors while on the call that once I provided this information in the local branch, my account would immediately be released from any restrictions. I pleaded with Chase to accept my documents electronically or over mail but they refused to take anything other than a social security card over the phone. I had no choice but to go into a branch to unlock my account. 

So I head to my local staples, pay to print out what was requested of Chase, and head over to the local XXXX, CA Chase branch. I give the representative ALL documents that were requested over the phone. After about 30 min of the rep being on the phone and verifying my information, Chase tells me they WILL NOT un-restrict my account. They refuse to give me any reason other than our system wont let us. And have NOW moved the goal post into forcing me to open another account there in the local branch. I requested multiple times for them to unrestrict my already existing account, but they refused every time. I was never given a reason as to why they wouldnt use the account I just opened. Just to be clear, if I was told I needed to go into the local branch to open a new account, I would have never agreed to those terms nor would I have went to the branch in the first place. They used deception to get me into their local branch under false pretenses. 

Im not sure if Chase is discriminating because of my last name, or are just trying to open new accounts to artificially inflate their new account numbers. But I agreed to all of their terms, successfully opened both my savings and checking accounts and have the confirmation email to prove it, I complied with all their verification requests, and they still refused to provide me with what was promised when I signed up. This company does not respect their customers or their time they need to be investigated for their fraudulent practices.

Company response to consumer: Closed with explanation