Consumer complaint received 2020-10-16
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
On XX/XX/2020, Chase Bank closed our Savings account ( Balance when closed was {$880.00} ). My sister XXXX XXXX and I, are both account holders for this Savings account and neither of us were notified, whether by mail, email, text or phone call, that this account was going to be closed. I realized this when I was going to check balances online and noticed that the savings account didnt even show up as an active account. I went down to the branch the following day to find out why and was told by the VP of the branch that a check had been issued and was going to be mailed to me. This was the start of over a 5-month period in contacting Customer Service, Investigations, Risks and Fraud Departments trying to find out what had happened, why the account the closed and where/when I was going to receive the monies from that closed account. Every time I spoke with a Bank representative, supervisor, Case Manager or direct Branch personnel, I received varying stories of what happened. I still to this day, do not believe what Chase has offered as an explanation since it keeps changing although according to Chase, an active investigation has been going on since early XXXX. Throughout this ordeal we have never been contacted by any means for any update on this so-called investigation. On XX/XX/XXXX, I send out a Dispute Letter to Customer Service, JP Morgan and Chase Headquarters and Executive offices in the hopes that I would be contacted with an update and assurance that we would receive the monies in this account. I finally received a phone response from a Case Manager on XX/XX/XXXX that worked for the Branch Complaint and Escalation Group. Was told that she had no update or information that she could share with me. So its like she just called so that Chase could say that a contact had been made. To call me back to tell me that she couldnt provide any information was like a slap in the face. Why call then? I was a little XXXX to say the least as months had gone by with no luck trying to resolve this on the phone with the various departments or in person on several occasions with Branch management. The COVID-19 pandemic and very long phone wait times in getting this done did not help. I then asked that this be escalated higher up the chain as her response did not produce any new update. She assured me that this she was going to do this. On XX/XX/XXXX, I received a called from the Chase Executive offices who told me that they were looking into this and should have some news within the next few days. As of now, XX/XX/XXXX, I still havent received any additional information from anyone and just find the whole process very unprofessional and concerning. Interesting that Chase prides itself with excellent customer service as this is far from the truth. We need to have this issue resolved with no further delays and monies sent back to me via check as soon as possible. Please refer to enclosed Dispute Letter and additional statements and I have additional information if needed. Any and all assistance CFPB can do to resolve this issue would be greatly appreciated.

Company response to consumer: Closed with explanation