Consumer complaint received 2020-07-17
Company: JPMORGAN CHASE & CO.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
On XX/XX/XXXX my checking and saving accounts were both restricted for an unknown reason, and the customer service from the fraud department told me that they can't disclose any information about why my account was restricted, but my account will be closed in a week and the check will be mailed out. However, On XX/XX/XXXX, when I called the fraud department again, they told the check can't be mailed out, because they realize that there are two unknown sources of direct deposit coming into my checking account for the name under my husband and my son, and that was the reason they can't mail out my check for the remaining balance of {$5000.00} ( checking ) and {$390.00} ( saving ) even the account has already been closed, and he told me on the phone that all three of us must go down to the branch and meet with a personal banker with two forms of ID. We did go down to the branch on XX/XX/XXXX and show our two forms of ID to officer relationship banker XXXX XXXX  XXXX ( NMSL ID:XXXX ), then she told me that the check will be mailed out in two weeks. After two weeks, I contacted the fraud department, they told me my account is under review, and check can't be mailed out, and they CAN'T PROVIDE ME WITH A REASON OF WHY IT IS STILL UNDER REVIEW AND TIME FRAME FOR THE REVIEW. THEN, I TOLD THEM TO TRANSFER ME TO HIS SUPERVISOR, And I told the supervisor that I will file a complaint with Office of the comptroller of the currency, then the supervisor decided to transfer me to the executive office, and the guy named XXXX in the executive office created a case and assigned my case to XXXX XXXX ( she works for executive office, and her job position is Business Operation Analyst ). On Tuesday, XX/XX/XXXX, XXXX XXXX contacted me, and I explained to her what has happened to my account, I told her that the direct deposits coming into my account is under my husband and my son, and we have visited the branch on XX/XX/XXXX to show 2 forms of ID for all three of us, and if the funds can't be released, my family is facing a possibility of eviction, because we don't have the money to pay the rent, and we are going to become homeless. I told her that the direct deposit under my husband is his unemployment benefit money and direct deposit under my son is from his payroll for a campus job, I even told XXXX that I have all the documents from my son 's school and the approval letter for unemployment benefit. she told me that she will work on my case and get a response for me ASAP. The next day ( XX/XX/XXXX ) the assistant Branch manager XXXX XXXX ( NMLS XXXX ) contacted me and told me she wants to discuss my account with me, then I brought all documentation with me and went down to the branch with my son, When we get to the branch, she told me and my son that she doesnt know what is going on with my checks, and told me to wait while she is contacting different chase departments, Me and my son told her several times, that We have the direct number to reach out to XXXX XXXX , that XXXX XXXX is from the executive office and she is working on my case and my case number is XXXX, and you can reach out to XXXX XXXX by calling XXXX and then enter the number XXXX, that way you ( XXXX ) dont have to wait on the phone to talk to other people about what has happened to my account. However, XXXX refused to do that without giving me a valid reason and kept me and my son waiting there for 3 hours, then after 3 hours she told me that she still doesnt know what is going on and she ( XXXX ) has finally decided to email XXXX after 3 hours, and told us to go home. After we went home, I and my son contacted XXXX XXXX, and she told me she wanted XXXX to look at the documents we have, however, XXXX didnt even take a look at our ID to verify our identity with the three hours that we were there. On XX/XX/XXXX, I and my son went down to the branch try to make a complaint to the branch manager XXXX XXXX ( NMLS ID:XXXX ) about the terrible treatment that we received yesterday from XXXX XXXX after listening to us, she decided to make a copy of my ID card, my sons ID and U.S passport, MY husbands ID card and U.S passport, and the approval letter for unemployment benefit and told me she will forward to XXXX XXXX , if XXXX XXXX requested. However, since, the phone call on XX/XX/XXXX, there are no updates from XXXX XXXX even though I explained everything to her on the phone on XX/XX/XXXX, and XXXX is aware that we are facing the possibility of eviction, because Chase still has not released the funds in my checking and saving account, and my family needs the money to pay for rent and other bills. AS OF THIS MOMENT XX/XX/XXXX. THERE IS STILL NO ANY UPDATES FROM CHASE.

Company response to consumer: Closed with explanation