Consumer complaint received 2021-05-11
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
On XX/XX/2021, I received a letter XXXX dated XX/XX/2021, and attached hereto ) in the mail from Chase which states : " Important Information : We have decided to close your accounts. After a recent review of your accounts, we have decided to end our relationship with you. '' I have banked with Chase for my personal and business banking for years, and have not done anything to warrant this closure. Nor did I do anything recently to trigger a review of my accounts, such as opening a new account or credit line. Chase did not reach out with any communications prior to this letter about suspicious activity or any alerts or action requests for me. 

After receiving the XX/XX/XXXX Chase letter, I called the general Chase customer service number to verify the authenticity of the letter, and they confirmed it was legitimate and told me that my accounts would be closed and they could not provide me the reason. One of the persons I spoke with stated that I should go to a Chase bank and ask the branch manager for more information. On the afternoon of XX/XX/2021, I did this and went to my local Chase branch located at XXXX XXXX XXXX XXXX, XXXX, California. I spoke with the branch manager there. She informed me that she did not know the reason for the closure and that there was no way for her to get information on it or for me to find out more or to dispute the closure. She said the only other person for me to call was the number listed on the letter and see if they can give me any more information. After returning from the branch, at about XXXX I called the number listed on the letter and asked again for more information. Again, I was told that the decision had been made and there was no reason given and that I could not dispute it. By this time I had suspected identity theft and I specifically asked the Chase representative if she could tell me if there was suspicious activity on my account or suspected identity theft on the account and again she said she could not give me any information. 

I am concerned that someone has stolen my identity and may have committed fraudulent behavior with my Chase account, triggering the closure. I am concerned about identity theft because also on the evening of XX/XX/2021, I received an email ( attached hereto ) from XXXX XXXX XXXX that someone opened a new account under my name. I did not open that account and did not authorize anyone to do that. I immediately called the XXXX XXXXXXXX XXXX XXXX department at about XXXX XXXX on XX/XX/2021 and spoke with various representatives, all of whom told me that there was nothing they could do at the moment since the new account did not have an account number yet. They advised me to go to my local XXXX XXXX XXXXXXXX branch as soon as they opened the next morning and report the fraudulent account opening there. 

At about XXXX on XX/XX/2021, I went to my local XXXX XXXX XXXX branch and did so. They allowed me to complete a fraud report and made note of the attempted fraud on my account. While XXXX XXXX XXXX was responsive and communicative, Chase was not. I am shocked at the lack of information I am getting from them, even after repeated attempts and after expressly telling them I am concerned about identity theft. They offered no explanation and said I was banned from ever opening another account with Chase again. Chase has prohibited me from banking with them and won't explain why, and this seems incredibly negligent, especially as I have evidence of fraud on another bank account.

Company response to consumer: Closed with explanation