Consumer complaint received 2021-02-22
Company: JPMORGAN CHASE & CO.
State: IN
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
My issues is with JP Morgan Chase. On XX/XX/XXXX there was an automatic deposit made into my personal checking account in the amount of {$640.00}. However, this ACH deposit did not belong to me. After doing my own research of the description provided about the deposit, it was an unemployment payment from Colorado. I live in Indiana though! This ACH transaction was the beginning of all my issues. 
After those funds were deposited into my account, the account was flagged as fraud. Being that these funds were government issued I can understand that happening. But, what happened after and since leaves me in utter dismay of such a company. 
The company CLOSED ( NOT SUSPENDED ) my account. They then WITHDREW ( NOT FROZE ) all the funds in my account. This all took place on XX/XX/XXXX. 
After the company WITHDREW all my funds, there were 3 transactions that I had previously made that posted. This then put my account in the negative of {$180.00}. 
I spoke with the Fraud Department several times over the courseof the next 1.5 weeks, due to being hung up on and customer service reps not knowing how to help me or giving me conflicting information from one person to the next. This was to try and determine how I can resolve any issues and have the money that belonged to me returned. 
It was determined that I needed to provide documents of all my funds that were put into my account dating from XX/XX/XXXX to XX/XX/XXXX. This was to PROVE what amount of the previously WITHDRAWN money truly belonged to me. 
I gathered all necessary documents and had the scanned into my file or the system at my local branch office. 
This process was repeated 2 times because after a month of repeatedly calling to check the progress, I was told these documents never made it to where they needed to be. 
In XXXX I was speaking to a Claims Department representative who informed me that my previous fraud claim against the {$640.00} ( I was told previously I needed to file a Fraud Claim on this transaction in order to show it wasn't mine ) had never been processed. The previous claim was done the month before! So, I filed a new fraud claim against the transaction. This was done on XX/XX/XXXX. I received a letter with in days stating that this claim needed no action and the inquiry was resolved. Yet, no matter who I tried to talk to in any Department no one could tell me how the funds that belonged to me could be released. 
I also had been receiving collection letters and phone calls by this time over the negative balance on my account. But remember, it was only negative because the company WITHDREW all my money. 
So, I would not pay off the account. That money and those funds the Collection Department was seeking was being held by the company already. 
Finally I received help by a banker at my local branch who was acting as a liaison for me. He tried very hard to figure out how to fix this issue, even though he couldn't fix it himself. 
In early XXXX, he was told by a representative in the Claims Department that although I recieved a letter from them stating the inquiry was resolved, that only meant that it was resolved on my end ... that there was nothing else for ME to do. But that THEY had 90 days from the date of inquiry to release any funds belonging to me, as they may need to look into the claim further. ( WHAT! ) OK, so I waited until XXXX XXXX. I never heard from anyone and never received a refund. 
I then went to see that same banker. After being shifted through different departments on the phone with him there, we ended up speaking to the Fraud Department. They then stated that the Claims Department had not made the proper notes transfered into the system to the Fraud Department in order to give them permission to release my money. Their suggestion was to call Claims and tell them that I needed a 3 way call with myself, a Claims Representative, and a Fraud Representative all together in order to clear up any issues and finally get closure on this. 
I tried for 1.5 weeks with no results. The last Claims Department Manager I spoke to was on XX/XX/XXXX. This call ended with him being told by the Fraud Department that I needed to contact the Collections Department and resolve that issue now before they will look into how to release the money still owed to me from XX/XX/XXXX. As I've noted previously, those funds the Collections Department is after is being held by the company themselves. I have no intention on giving them more money! 

At this point I feel that I have done everything asked of me. Called everyone I can and gone in person to speak with whom ever I could about this issue. 
Reporting this claim is the next step at this point.

Company response to consumer: Closed with explanation