Consumer complaint received 2023-11-15
Company: JPMORGAN CHASE & CO.
State: OH
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
On XX/XX/, JPMorgan Chase Bank sent me a letter informing me they had restricted my checking account and credit card " to protect against potential fraud ''. They did this despite me filling out the form they had requested pertaining to my social security number. I filled out this form in a branch, with a banker, taking time off work to do so. 

Despite this, representatives from JPMorgan Chase informed me that they could not find the form they themselves had taken from me to enter into their database. 

I had to go back to the bank, to the same exact banker a second time, taking time off work yet again in order to present the same document and fill out the same form. This time, we learned that JPMorgan Chase bank employees had made a typo when they input my social security number during the creation of the account well over 10 years ago. Yet, despite JPMorgan Chase employees making this mistake and then losing the form they sent me to fix their mistake, it was me as a consumer that ultimately paid the price of massive disruption to my life, not to mention the significant stress of my bank accounts being frozen. Despite all of this, I received absolutely no apology beyond XXXX offered off-handedly by the banker. 

However, this is not the end of my problems with JPMorgan Chase. They sent another letter dated XX/XX/XXXX, that asked once again for my social security number. This letter was sent after my social security number was fixed in their systems and my credit card and checking accounts unlocked. I was asked to respond by XX/XX/XXXX, which is 6 days AFTER the writing of this complaint, which is XX/XX/XXXX. JPMorgan Chase has seemingly removed my savings account. It does not show up on my account page, and JPMorgan Chase 's customer service line representative gave me the number for their compliance team, yet advised me to call a different day because their response times are so slow. 

After contacting their compliance department, JPMorgan Chase informed me that they had closed my savings account permanently because my wife, who was added to the account, failed to verify her SSN. This is despite her going to the bank to be added to my account, and also despite never receiving an SSA 89 form to fill out. 

Even more disturbingly, the compliance team member confirmed on the phone with me that the letter asking my wife to verify her SSN was sent out XX/XX/XXXX, and the PERMANENT closure of my savings account was effected on XX/XX/XXXX. 8 days after the letter went out! The letter never even reached me, let alone grant me any time to do anything! 

I work compliance in a different regulated industry. These practices are entirely unacceptable. JPMorgan Chase did not perform a quality check on their initial account creation, which would have returned a different ( incorrect ) name associated with the incorrect social security number they themselves entered. They did not maintain a chain of custody of their own physical documents, which is how they lost the initial form I was asked to fill out confirming my social security number. 

They have now permanently shut down my savings account because they neglected to add my wife 's social security number to the savings account, then they sent out a letter asking for her to fix their mistake, and closed the account XXXX  days after the letter was mailed!

Company response to consumer: In progress