Consumer complaint received 2021-05-26
Company: JPMORGAN CHASE & CO.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Unable to open an account

Complaint:
On XX/XX/2021, My wife and I, opened a checking account at the Chase Bank office located at XXXX XXXX XXXX XXXX, XXXX XXXX NY XXXX. Our application was processed by XXXX XXXX, Assistant Vice President. We deposited {$40000.00} in the account that day using a XXXX check. The funds were transferred from our XXXX account to Chase at XXXX XXXX on XX/XX/2021. 
On XX/XX/2021, I was denied on-line access to my Chase accounts. An on-line notice stated that my account was blocked due to suspicious activity and provided me with a telephone number to call. I immediately called that phone number and was told that my account would be closed within 10 days, no reason could be provided, and they could not provide me with a contact to discuss the issue further. I immediately emailed and called XXXX XXXX to try and sort the issue out. MsXXXX XXXX could not provide any assistance. I also eventually, gained access to a letter from Chase informing me that my access to my account and {$40000.00} was blocked. It stated that Were doing this because of recent activity on the account or because you didnt provide information that was requested. There was no activity on the account and we answered all the questions asked by Ms. XXXX. I offered to respond to any additional questions that remained unanswered and I was told, that the reasons stated in the letter were incorrect ( false ). It was a standard letter. 

On XX/XX/2021, I sent an email to XXXX XXXX, CEO, and, thereafter, I received a phone call from a XXXX XXXX, in the Executive Office. After several back-and-forth discussions, I was informed that : 1 ) the decision to close our account was final ; 2 ) The stated reason in the letter was incorrect ( false ) and 3 ) Chase would not provide the reason for taking this action. The executive office suggested I undertake my own background search related to my social security number to try and find out the reason why. 
On XX/XX/2021, more than 21 days later, we finally received, by mail, a check for the {$40000.00} we deposited in the Chase account on XX/XX/2021. I have spent a significant amount of time engaging agencies and services a bank might use to qualify or disqualify a customer from opening a checking account in an effort to determine what the issue could be.. So far, I have not uncovered any issue that I can see. To date, the only explanation the bank as provided me, is a self-admitted false reason. 

This has been an extremely difficult experience. The process above, including many hours of contacting various agencies like, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX, etc. has been very time consuming. I subscribed to various security services such as XXXX XXXX and others to determine if I have been the victim of indent theft. This has been a very stressful experience for my wife and I. AND, we still do not know the true reason why Chase closed our account and denied us access to our {$40000.00} for over 21 days. Not have access to our {$40000.00} presented us with a financial hardship, as we are a retired couple without employment income. you would think a bank like Chase would know how to wire our money to our XXXX account if they wanted to.

Company response to consumer: Closed with explanation