Consumer complaint received 2020-09-24
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
A scammer obtained online access to my accounts ( 2 checking and 3 credit cards ) with Chase on XX/XX/2020. I immediately changed my password and username then proceeded to call Chase. Once I was transferred to the Loss Prevention unit, I was informed that my accounts would be locked and was instructed to visit a physical branch to open a new account and call the Fraud unit back for further instructions. The instructions turned out to be misleading and unfair. In the meantime, Chase blocked my online access and I was not able to see any statements nor did I have access to my credit cards or any way to pay using an alternative method. On XX/XX/2020, I visited a branch in XXXX, CA but since my spouse didn't have her identification we set up an appointment to go in the morning after. On XX/XX/2020, we were able to open a checking account with XXXX XXXX and during the account opening process the Loss Prevention team wanted to speak to me over the phone to explain that the direct deposit that was scheduled to be credited to one of my locked accounts would be available only via check within 7-10 days as the two Chase checking accounts have now been decided to be closed by Chase. In the meantime, I had 2 past due  Chase credit card payments I needed to pay from the direct deposit, but that was not going to happen based on what I was told over the phone over the weekend. On XX/XX/2020, I proceeded to call Chase credit card services and they have instructed me to deal with Chase banking services to have the checking account hold temporarily lifted in order for me to pay for my credit cards. Once I was transferred to Chase banking services, it was hard to comprehend clearly what the representative was saying as there was a dog barking in the  background and every other word was being cut out ( literally ). So, I kept informing the representative that I couldn't hear her and was getting frustrated which I believe made the person on the other side also frustrated. I said I don't want anything to do with Chase anymore and the client representative replied that she was going to close all my accounts including the new one that I was instructed to open at the branch and hung up on me. I quickly tried to access my accounts online, and sure enough I was once again blocked. I called Chase again and explained what happened and the representative said that they will no longer be able to provide banking services to me ever. Then I asked if I all my Chase accounts are being closed and online access has been blocked to my credit cards as well, who's responsible for paying my Chase credit cards. The rep replied by saying something within the lines of, " Oh, ok. I can at least reinstate your online access. '' On XX/XX/2020, I called the loss prevention team again to see what the reason was for me not being able to back with Chase again. They explained to me that it was likely due to the fact that the scammer had likely had access to the device that was used to fraudulently access my online banking account. Could it be that Chase thought I was in on some kind of fraud? One account was overdrawn and the second account had less than {$1.00} in the account. How can Chase be scammed out of money when there was nothing in my checking accounts and I've been a loyal client for the last 17 years? So, in order to see if I could retrieve part of my direct deposit sooner as I also have rent and other bills to pay, I called Loss Prevention again and they told me it would be possible at a physical branch. This was misleading once again. On the same day, I went into the XXXX branch and asked of course they refused my cash withdrawal request and once the branch contacted Loss Prevention, they refused the withdrawal. I will be late on my rent, credit card payments, utility bill, and auto payment and will never be able to open a checking account with Chase again simply because I called in to report an unauthorized access in my online banking by a scammer.

Company response to consumer: Closed with monetary relief