Consumer complaint received 2021-02-01
Company: JPMORGAN CHASE & CO.
State: MI
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
On XX/XX/XXXX, I opened a Chase account online, and in order to waive the monthly service fee, I deposited {$1500.00} using XXXX from my XXXX XXXX XXXX account. 
The next day Chase suspended my account for a security issue, they did not explain any more than that and did not give me the opportunity to dispute the issue. If they won't allow me to open one for " Security reasons '', they should have stopped me from creating an account when I applied, not close it once I have deposited money into the account.

I called customer service and they asked me to bring 2 forms of ID to a Chase branch to keep the account, otherwise, my account would be closed. This was not feasible as I don't have a Chase branch near my home. I decided to just close the account because I did not NEED a Chase account, I just needed my money back. 



In XXXX, Chase mailed me again and said " We closed your account, and the remaining balance will be mailed to you through a check. I waited 2 weeks and didn't see a check in my mailbox. I called again, Chase said " Your check is also pending for security reasons, you have to bring 2 forms of ID to a Chase branch. '' At this point it was still not feasible for me to visit a physical branch and Chase was unwilling to accommodate alternate methods such as XXXX. I had to be in a Chase branch physically.

So a month later when I visited my mother for XXXX I went to the Chase branch and [ re ] opened the account with my 2 forms of ID, and to waive a monthly payment [ again ], I used XXXX to transfer a new {$1500.00} into my Chase account. The Chase branch manager was helpful, and he was nice to follow up, confirming " your money will be in your account within 14 days. Because of the holiday, that might be longer. " So at this point I had {$1500.00} in the new account and was expecting the original {$1500.00} to be deposited within two weeks.

So after waiting another month, until XXXX XX/XX/2020when I was back in town, I went to the branch to follow up because I still didn't have the money. The manager was unavailable that day but called the next day, and again told me my money would be in my account within 10 days. I still didnt have it on XXXX so I emailed the branch manager again. 



On XX/XX/XXXX, the manager helped me file a claim for this. He told me, " They said they would temporarily credit within 10 business days. They will investigate and come to a decision. '' I waited until XX/XX/XXXX, more than the 10 business days. The money is still not in my account and nobody has followed up. After emailing the manager again he had me call the Claims Department directly. It was at this point I discovered they had closed the Checking account. 



I emailed the manager and he told me that the checking account would be automatically closed if there was no money inside the account for 60 days. I didn't know that. I only knew the minimum in both saving and checking should be {$1500.00}, and I had it in Savings. The checking account is where the refunded {$1500.00} should have been. They said the account can be reopened, so it is fine. 



Today ( XX/XX/XXXX ), I called and was on hold on and off for 2 hours being transferred between the claim department and fraud department. Finally, the fraud department promised me [ again ] " your check should arrive before Friday because it is 10 business days after account closing '' I explained, this checking account is closed because of no money in it, Im not worried about that. The {$1500.00} I have not received from back in XXXX is a completely different story, that should not be delayed because another checking account is closed. They insisted that I call again on Friday if I still havent received the check. I was on the phone for two hours today, after months of trying to get this refund. The unrelated closing of a checking account should not be a factor, they need to have a better idea of where my money is, not continuing to play a game of wait and see.

Company response to consumer: Closed with explanation