Consumer complaint received 2021-06-01
Company: JPMORGAN CHASE & CO.
State: AZ
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
Hello, I recently moved to XXXX AZ. I intended to purchase a used vehicle and intended to do so with a cashier 's check. I also intended to open a checking account with a local bank. I chose to open a Chase account as I have had a long-standing relationship with Chase through a credit card. I went into a local Chase office to accomplish this, but was told that I should open the account online as there was no-one in the branch that could open an account. I opened the account online and initiated an ACH transfer from my previous bank in the amount of {$25000.00}, which was the amount that I thought I would need to purchase a vehicle. 

I received a notification that I needed to contact Chase to confirm the transfer. I called Chase, confirmed my identity, and the representative requested that we enter into a 3-way conference call to verify the funds with my previous bank. This process took XXXX minutes, during which my previous bank ( XXXX  Bank ) confirmed my identity and verified that the funds were available. I believed that the process was complete and that my funds would be available after a 2 business day period. 

The next morning, I went to confirm some purchases on my credit card and found that I was locked out of my mobile app due to " suspicious activity ''. I attempted to access my accounts through the web portal and found that I was locked there, also. I called the number displayed on the web page and was told that my new account had been closed but they were unable to provide a reason why. 

Over the XXXX XXXX holiday, I found that my access to my credit card information continued to be blocked. On Tuesday, XXXX, I called Chase again to attempt to unlock my web and mobile app access to my credit card account. The first call took over an hour where I was passed to multiple agents, none of whom were able to provide information as to how to unlock my account. I was finally transferred to a foreign agent whose phone connection was so bad that she was unintelligible. The connection was eventually terminated without being resolved. 

I called back into the Chase " hotliine '' and after another long wait finally got to talk to someone who said that I needed to go to a Chase branch and provide two forms of identification. I went to a local Chase bank close to the opening time. While waiting for the teller to confirm my identity with my driver 's license and passport, I logged into my old bank and found to my dismay that Chase had taken the {$25000.00} out of my account. When I asked to speak to a manager, I was told that she was not available. I was told that it would take an hour to email the " back-office '' to attempt to unlock my account and the very nice teller, XXXX, assured me that she would call me in an hour to confirm my account was unlocked. 

Several hours later, I found that my online access to my credit card account had been restored and that my transferred money was listed in my new checking account. I believed that all was well. Towards the end of the day, I finally got a call back from the teller Finally, at the end of the day, I got a call from the teller who informed me that, despite previously verifying my identity, Chase needed me to come back in and provide two forms of identity to open a new account and that Chase was not going to make my money available to me.

Company response to consumer: Closed with explanation