Consumer complaint received 2019-01-23
Company: JPMORGAN CHASE & CO.
State: OR
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I have been or had been a loyal Chase customer since XXXX when I opened my original account in XXXX XXXX XXXX. I am now in XXXX XXXX. I have ( or had ) several accounts with Chase and one ( was ) a CD. Over the XXXX XXXX weekend I had a question about my CD and needed to speak with someone in person, which is difficult for me because I have a XXXX XXXX ( XXXX XXXX XXXX ) and going out in public where its noisy is challenging for me. 
Time line : On XX/XX/XXXX in the evening I looked at my bank balance and noticed that my CD balance looked like it was available for use. That had me quite concerned. 

XX/XX/XXXX I started calling Chase Bank at XXXX XXXX  with these CD questions in mind. It was a Saturday on an extended holiday weekend, so I knew I only had a certain amount of time. 
XX/XX/XXXX XXXX after calling XXXX XXXX Branch of Chase Bank for three hours and getting no answer I drove to the Branch on XXXX XXXX in XXXX XXXX at approximately XXXX XXXX   because this is where my CD originated from. 
Upon walking into the Bank, there was only a skeleton crew working and no phones were ringing. I sat in the customer service waiting area for someone to come and assist me. Several minutes later a young woman walked from behind the teller counter area towards me. When she walked through the heavy door she let it slam behind her. Now to make a long story short, I am on XXXX for a XXXX   XXXX ( XXXX XXXX XXXX ) I received as a teenager and loud noises like those heavy doors slamming are excruciatingly painful to me and have a tendency to trigger an anger response, so that's why I ALWAYS ask people nicely to not repeat a triggering noise. When the young lady walked toward me we smiled at each other and I asked her politely if the phones were out of order and if she could PLEASE not slam the counter door on way back to the staff area. She acknowledged and stated that the phones were indeed working and someone would be right with me. 
She then turned away from me and headed from whence she came. I was at ease now and relaxed, however, I was not expecting the young lady slam the door again making me jump in my seat and causing me XXXX XXXX, XXXX XXXX, XXXX XXXX and XXXX. I started to get up to leave, because I was becoming agitated. As the Rep returned, she slammed the door again ( this is the third time the door has slammed now ). I asked her when she came back out, " why did you slam the door when I asked you not too? She said " I'm hard of hearing ''. I said " how come you heard half of what I said, but not the other half ''. I further responded by making some sign language signs and said please don't slam the door. We exchanged a few other words back and forth never knowing each other 's names. At this point I declined to let this Customer Service Rep. help me with my accounts and asked if anyone else might be available. She stated " no '' and told me if I didn't leave she was going to call the police on me. I was literally stunned to be treated this way at my Bank so I chuckled in spite of the seriousness of this threat and left the branch. I drove over to the Branch facility at XXXX XXXX. in XXXX where the Ladies helped me with my questions regarding my CD. 
XX/XX/XXXX : For some reason I feared I might have a problem with XXXX XXXX Chase, so as soon as I returned from the XXXX Chase at approximately XXXX XXXX I called Chase Banks customer service number listed on the back of my debit card and explained what had transpired that day to a customer service person. They assured me they don't treat their customers that way and reporting a perceived abusive employee will most result in any repercussions whatsoever. 

I'm foolishly thinking everything 's okay and go about my life. 

Chase Bank has a branch in XXXX, XXXX. That is very small and personal, which I liked. One of the managers there, XXXX, knew me by sight and by name. I became comfortable enough in that branch that I could trust talking to the financial advisor about an inheritance I had, but was to afraid to invest. XXXX and his staff were awesome and I really miss that personal attention. Upon moving to XXXX, OR. I have had nothing but issue after issue with the two main branches here so unfortunately I do not feel like I have a personal banker I can go to with my banking " problems '' or act as an advocate on my behalf. 

I became to trust Chase so much that I let them push ( ACH ) money to my XXXX XXXX XXXX online savings account once a month. 
Once a month my SSI XXXX direct deposited into my Chase checking account. 
I had savings accounts for my Children and XXXX Grandchildren that I deposited into once a month. 
Plus I kept a fat savings account for myself. 

I started getting notices about my accounts about a week after the XXXX XXXX Chase branch non-event to go on-line and check my account. 
When I went on -line I didn't see anything that threw up a red flag to me. I actually thought it was about my XXXX account and that Chase couldn't send money to my savings accounts because I didn't sign a social security paper correctly. I get notices from Chase all the time, most of them are about tax info or things to just glance at. 
None of those online notices stated they were closing my account. 

XX/XX/XXXX Chase accepts my SSI XXXX Check from the federal Government and deposited it into my checking account. I confirmed that deposit via Chase 's online banking app. 
XX/XX/XXXX ; Chase closes my largest saving account and restricts all other savings accounts and my checking account. A paper notification is generated. 
XX/XX/XXXX ; Chase mails the account closure notification. 
XX/XX/XXXX ; My chase card was declined for an online purchase. An alternate card was used. 
XX/XX/XXXX XXXX refunded me {$81.00} for a returned item. Chase accepted the refund and placed it DIRECTLY into my 401k account, ( which is still open ). I would have lost the funds completely if XXXX had not accepted the funds. However, I learned on XX/XX/XXXX that my checking account was only restricted at that time. XXXX, on their own deposited that money into my 401k. I did NOT ask them to do this. I did NOT want them to do this. I did NOT request this and feel pretty sure this was NOT a legal maneuver on their part. 

XX/XX/XXXX ; I attempt to use my Debit card at XXXX for {$22.00} purchase which is declined. I called the chase XXXX customer service number on the back of my card and was informed all my accounts were frozen or closed. 
XX/XX/XXXX ; I drove the 1/2 mile to Chase to inquire what the heck happened to my entire Bank portfolio. A young lady named XXXX XXXX assisted me. She informed me that my accounts were in fact restricted. She spoke with a customer rep on the phone. They stated that they didn't have to give me any reason. Ms. XXXX printed out checks for my account balances and said " there was nothing she could do '' I was pretty darn upset, but no one wanted to be the person to step up, help me, and cross who ever I had XXXX XXXX. 

At this point I am out of a bank and need to act quickly to move my funds to a secure bank. 

XX/XX/XXXX ; I finally found another institution with which to bank with. Upon sorting out the details with the new accounts I noticed I was short an entire XXXX XXXX XXXX XXXX XXXX dollar savings account check from Chase. Once again it was Saturday on a three day weekend at XXXX ; XXXX XXXX. I jammed over to Chase Branch on XXXX XXXX. to inquire. Once again I spoke with Ms. XXXX XXXX who had helped me close out my checking, CD and small savings accounts several days prior to this visit. She asked what she could do for me upon my entering and I stated there was another savings account that was unaccounted for and I needed to know where the funds were. I had all my deposit slips from her closing out my accounts so I could prove what I was saying. She was nice enough to call customer service and ask where the funds were for that savings account and where they went. By now Ms. XXXX was a little tired of dealing with me and when I said to her, see, why are they were XXXX with me, she was way more concerned about my XXXX XXXX than my account. Once again she asked the person online for info as to why the account was closed even though I had not asked her to do that and at that point didn't care anymore. When I mentioned again that people were screwing with me she gave me such an fake sorry it was typical of why I stopped going into the Chase branches. What I discovered at that visit is for some odd reason Chase Bank personnel decided to close that savings account in question and send a check to me via extremely slow snail mail and send me a letter dated XX/XX/XXXX. 
XX/XX/XXXX : I received the letter of account cancellation. There is no explanation and states all accounts were closed on the XX/XX/XXXX, contrary to what actually occurred. The letter was post marked " XX/XX/XXXX. 
XX/XX/XXXX ; I received the check for the missing savings account. The check was post marked XX/XX/XXXX. 

XX/XX/XXXX-XX/XX/XXXX so since this started I've been talking behind the scenes with Chase via XXXX messaging. Once again Chase assures me they are appalled at what has happened to me and can't quite figure out the logistics. Well neither can I. 
I'm really afraid what's going to happen with my XXXX SSI checks. Can I make the switch in time for next month 's check to get to a new bank? Will Chase management take my check and do whatever they please with it? 
Chase management keeps telling me they want to speak with me and are going to call, but I'm here. Just waiting to hear from them. I'm not going to wait forever. 
I have not gone on social media and bashed Chase for what I feel is bad behavior. I just want things cleared up. 

Chase Bank has crossed their fiduciary line with my money and they can not be allowed to bully the small guy such as myself. 
I would like to file formal complaint ( s ) against Chase and its XXXX XXXX Branch manager and the Customer service Rep. who initiated my account terminations.

Company response to consumer: Closed with explanation