Consumer complaint received 2023-10-21
Company: JPMORGAN CHASE & CO.
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
I have had my checking account since XXXX. It was called Chase Checking ( grandfather account ) until they forced it to be a different account called Total Checking Account on XXXX XXXXMonthly I frequently review my account online. On XX/XX/XXXX I went online to chase.com, and entered my username and password. However I was unable to view anything within my account because there were multiple disclosures I was required to agree to. The message did not specify why or what I needed to agree to. There I opened up the PDFs and noticed over one hundred pages of information to review. There are about 3 to 4 PDFs in total. One of them had 125 pages to review and the others had about 10 pages each. In the state of confusion, I thought maybe it was a glitch, and noticed I was unable to sign out of the website either. I was unable to view my personal info, settings, balance, transaction, etc. Therefore I quickly called chase in fear that my money disappeared or stolen, and to find out why those disclosures where there. A Rep briefly explained and transferred my call to escalations to file a complaint. My complaints were ; why didn't chase provide notification in advance that they would need updated agreements, accounts will be blocked, instructions on how to gain account information while online access was blacked, information on options to gain account info if a customer doesn't agree to the PDFs agreement, options on logging out of the account, etc. I was informed that I would hear back from them within 48 hours. However, almost 2 weeks passed, and nobody contacted me. I called chase again, and was informed that someone will reach out to me soon - 24 to 48 hours. Nobody did. So I called chase a third time, and was transferred unknowingly to a Supervisor in Tech. The Tech Supervisor stated she would help me view my account. However what she did was ignored my concerns and guided me online to force me to click on the PDFs and agreements. When I noticed what she was doing, I quickly stopped her, and explained my issue again. That is when she mentioned she was the Tech Supervisor. I asked to be transferred to escalations regarding my complaints. Then I spoke to the compliant team, and the Agent informed me that my case ( XXXX ) was never submitted and he will enter it to their work basket. We set up an appointment for him to call me the next day by XXXX EST. I never heard from him. After a few days I called chase a fourth time, and eventually spoke to a Supervisor within escalations, however that conversation did not go well. It was condescending. I asked the Supervisor to transfer me to Executive office multiple times but she continued to repeat her response. Eventually I filed my concerns to Executive office intake Agent. On XX/XX/XXXX XXXX left a voicemail stating there was nothing they could do, and that the agreement had a number to call XXXX if I wanted to find out more info. So I called the number she provided and it was chase customer service. I already knew from my experience they wouldn't be helpfulness because all was explained to me that the 125 pages plus of the disclosures was regarding Google and XXXXXXXX XXXX  I called the Executive office and spoke to XXXX who is XXXX Supervisor because XXXX was out of the office even though she just left a voicemail about 10 minutes prior the voicemail. A few days later XXXX called back and was kind enough to hear all my concerns. 
She started the IT department were unwilling to grant access to view any aspect of my account until I signed all their agreements. What is the law, regulations, or Acts regarding these matters? Are banks allowed to blocked customers from online access to their established accounts at any point of time without notifying the account holder first? If banks are allowed to blocked online access then are they required to provide account holders information or instructions on other ways to gain info about the account? Etc. I want to ensure that my rights were not violated. Its appalling that banks can randomly disregard informing account holder, and randomly block their established accounts until customers are forced to agree to disclosures. 
I have screenshots, and the PDFs attached to this compliant.

Company response to consumer: Closed with explanation