Consumer complaint received 2020-07-05
Company: JPMORGAN CHASE & CO.
State: NE
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
Hi, This is regarding the issue I have been facing with closing my checking account ( ending in XXXX ) with Chase bank. I called their customer care on XX/XX/XXXX and requested them to close my checking and saving account. The agent explained me that she will initiate a transfer from my saving account into the checking account and then the process will begin for closing the accounts. I will receive a check worth the available balance in my checking account after transferring the money from saving account. From my online account statement, I can see that the transfer from saving to checking account completed on XX/XX/XXXX and the saving account got closed in next couple of days. Since then I have been waiting for my checking account to close and receive the check. On XX/XX/XXXX, I called the customer care to follow-up and I was told that the closure was pending as they received an incoming transaction into checking account. They were actually referring to the transfer that occurred from saving to checking account, I had not made any transaction in or out of my checking account. Then the customer care person told me that the account will close next week and I would receive my check. I waited for entire week and then again reached out to the customer care find find out exact status as I could hardly see anything moving on the online account. Once again, they told the same thing that the closure was pending and I should wait. I wanted to talk to their supervisor, but I was told that escalation team was not available to take calls. I then wrote email to them from my online account and then I received the response that account closure was processed on XX/XX/XXXX, please note that I requested for closure on XX/XX/XXXX and until XX/XX/XXXX they did not do anything. I then replied back to the email requesting for an exact date by when I would get my check. This time, the response as below ( exact copy paste ) We understand your concern about your account closure and your check for the remaining balance in your closing account. Allow me to review your account and provide you with more information. 

XXXX, we're unable to give you an exact date of your account closure as well as when the check will be sent to you. 

Our records show that we processed your account closure request on XX/XX/2020. The current status of your account ending inXXXX is, " Close Pending ''. 

We'd also like to inform you that if your account has a positive balance, we'll mail you a check for the remaining funds seven business days after the account is closed, unless you transfer those funds to another account. If you recently updated your address, we'll mail it 30 days from the account closure. To receive your money sooner, please visit any of our branches. 

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Here are my concerns with them - 1. My visa is going to expire and I will need to leave US very soon and hence I am trying to close all my bank accounts. Without getting a date from them, it is getting difficult for me to plan as I won't be available in US to receive check. I dont have any other forwarding address in US either.

2. My funds are stuck and I can't withdraw using debit card, can't make ACH transaction either. The only option they have provided me is to visit their branch if I need to get my money faster. There is no local branch of Chase bank in my city and hence this option is not feasible either. I conveyed this to their customer service person as well. 

They are holding back my money for no good reason and they are not ready to provide any detail on a date by when I can get the money back. When I asked the customer care person on why are they holding back the closure, they told me that they have to wait and ensure that there is no pending transaction. Since I dont have any means of making transaction from my account, I am not sure on why they should keep waiting for some " ghost '' transaction which is never going to occur. I am in need of the money that they have been holding back with them and request you to help me in getting the money back asap.

Company response to consumer: Closed with explanation