Consumer complaint received 2020-07-24
Company: JPMORGAN CHASE & CO.
State: TN
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
On Saturday, XX/XX/2020 I tried to make a purchase with my debit card and it was declined. I waited on hold for 5 hours to finally be told that Chase has decided to close my checking account and would not provide me with a reason as to why. They told me that within 2-10 days  they would unfreeze my account and issue me a cashiers check by mail, having it expedited because it's a balance of almost {$9000.00}. 
Monday, XX/XX/XXXX I called again, and after hours of wait time I was told the same. Because I was traveling out of state that week I was very concerned. I live 3 hours from the closest branch. 
When I arrived to XXXX on XX/XX/XXXX, I went to a branch and spoke to the branch manager. She would not allow me in her office, instead spoke about my situation after standing in front of other customers by the door. The tellers were all watching and it made me feel like I was being treated as a criminal. She told me that I could not have access to my account or release the funds in it. I asked her if they could provide me a reason, or if I should be concerned about identity theft, but she refused to provide me any information. After a very difficult trip without access to my funds, I have become very concerned. 
On Tuesday XXXX of XXXX, it having been 10 days, I called again to ask if my balance is being sent to me. They told me that my account was still " under investigation ''. 
Yesterday, Wednesday XX/XX/XXXX, I finally reached a gentleman I believe named XXXX. He told me that the reason my account has been frozen and will be closed is due to a payment of {$970.00} that was sent from Massachusetts unemployment. I have been receiving these after losing my job due to Covid for the same amount the same day of each week since XXXX. He agreed that it seemed odd because there was no unusual activity on my account but told me that I should be able to go to a branch in person with legal proof from the unemployment department of my payments from them and they should release my funds in person that day. 
Because the closest branch is in XXXX ( 3 hours from XXXX ), I called to confirm this with a banker there. I spoke with a gentleman named XXXX. He looked into my case and told me that unfortunately he could not do so, but he instead called a manager to speak about my case. After calling me back he told me that my account is under investigation even though my deposits have been consistent. He asked me if I could send him legal proof of my unemployment. I emailed him my forms from the state of Massachusetts, and he said those looked like they would clear the issue. He also told me that somehow they had changed the date of my account closure from the XXXX to the XXXX, meaning I had to wait another 10 days for my funds. 
Today, XX/XX/XXXX, I checked my Chase app on my phone to ensure my balance has remained the same, as I have heard about a lot of fraud and unusual things happening these few past months at Chase, and to my horror I saw that my checking account had disappeared with no record of me having it at all. I called the 877 number, and they told me that they had indeed closed by account. I asked to ensure that I would have a check in the mail and they told me that no, my account was still under investigation. He was reviewing my unemployment documents and had all of the proof of my direct deposits. I asked if I could have confirmation of when I should expect a return of my money and he could not tell me. 
I should mention, that the first call made, they told me that I should receive a letter in the mail informing me of my account closure. Chase has always immediately contacted me for large purchases or anything unusual to confirm my card was not stolen, and I have not received an email, any mail, a call or a text in regards to this. No communication, warning or explanation. 
I called XXXX back at the branch in XXXX, and he kindly called a manager for me. He told me that they had closed and withdrawn the full account ( I believe he said that transaction took place in XXXX ) today but they are still 'investigating '' it and they would not provide me with an estimate as when I should have my money returned to me. I am very concerned because I lost my job and I am supposed to be moving right now. All of my savings is tied into that account and I am behind on payments as well now. 
I have been reading the Consumer Affairs and other complaints filed and many people have been affected as I have, some not receiving their money yet at all or for many months. One even reported that Chase had kept {$7500.00} of her {$15000.00}. They can not feed their children, their cars are getting repossessed, and some even having to go to the Emergency Room for their XXXX medicines and such because they have no access to their money. This is inexcusable and shameful to handle business with no regards to the well being of customers. Closing our accounts is fine, but not allowing us access to our money to survive is heartless.

Company response to consumer: Closed with explanation