Consumer complaint received 2020-10-30
Company: JPMORGAN CHASE & CO.
State: MO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
This is a complaint about Chase and Chase Bank.

I have been a customer of Chase for over 6 years, holding multiple Chase Credit Cards in that time. I opened a Chase Bank Online Checking account on or about XX/XX/XXXX of this year, my first deposit account with the company. The Chase Bank account in my name has always held a positive balance, and currently holds about {$1500.00}. Recently, I became aware of a feature advertised by Chase Bank called XXXX, whereby a banking customer can provide additional information to sign up for " instant peer to peer transfers '' to other banking customers. About 3 days ago, on XX/XX/XXXX, I was in need of an instant transfer from my Chase Bank XXXX account. I provided the necessary information and attempted to pay {$260.00} from said account using the XXXX portal on the Chase website. Everything seemed fine, but the money was not deducted from my balance. Upon checking my transaction history, I saw the {$260.00} payment was " pending review ''. Approximately 6 hours later I received an email stating that I should log in to my account to review a new secure message. Upon visiting the chase.com website and logging in, a message informed me that my account was locked. Upon providing the requested information to unlock my account, a message informed me that I must call to unlock my account. Upon calling the phone number provided, I was transferred a total of 3 times and put on hold in excess of 30 minutes before I disconnected the call. I called the number again today, and was transferred 4 times, speaking with various specialists, until 1 hour and 11 minutes into the call when the specialist told me I would have to visit the nearest Chase branch to have my identity verified. This was supposedly due to a discrepancy in the drivers license number they have on file. The nearest Chase branch is 147 miles away in a different state. 

I find it absurd that I should be required to drive 150 miles as an initial step toward regaining online access ; that my online Credit Card access has been locked out as well, that their emails direct me to login to review my account despite that login access being revoked ; that I can't reply to their emails ; that providing all necessary verification information outside of a matching state ID ( including all information on the physical debit card, the debit card PIN number, all my identity info such as SSN and DOB, and answering a verification phone call placed by Chase to my number on file with Chase ) isn't sufficient to verify my identity to any ends whatsoever ; that I should be on a call for over an hour to learn this information ; and that using a feature on Chase 's website would prompt them to lock my accounts in the first place. 

The company behind the XXXX feature directs all customer inquiries to the integrating Bank. The Chase Credit Card support line directs me back to the Chase Banking support line. I inquired as to how I would be expected to pay my Credit Card bill without online access and I was told that I can still use my card without online account access. I even requested to close the affected account but that led me to another specialist who directed me, again, to visit a Chase Bank branch.

In addition to how dumbfounded I am that Chase could operate this way, I take issue with that fact that, as a Credit Card company providing me with online-only statements, they could proceed to lock me out of access to those statements, yet invite me to continue using the cards. It is wrong for them to lock the access to all accounts instead of the funds of the affected account. The online access is in fact the preferred way to be in contact with them ; I have received 2 emails that have said so much. The support team for their Credit Cards has mountains of information on me that could be used to verify my identity, yet that information is not permissible to regain access.

What was advertised as an instant way to send money has turned into a 3-day ordeal that has unilaterally disassociated me from all my Chase accounts while offering no reasonable means of regaining access.

Company response to consumer: Closed with explanation