Consumer complaint received 2020-09-27
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
XX/XX/2020 my spouse and I decided to transfer all our savings and checking to JP Morgan Chase Bank. I opened a checking and saving account the same day. XX/XX/2020, at the Chase Branch at XXXX XXXX. and XXXX XXXX in XXXX XXXX, California, only in my name since my spouse was not with me. The banker had my SS XXXX signed up for direct deposit and set my XXXX XXXX XXXX XXXX account as an external account for ease of transfer the rest of my funds. Over the weekend I was able to complete the external account verification process. 
On Monday XX/XX/XXXX I got an alert from Chase that the 3 transfers I had initiated from XXXX XXXX were cancelled. I went to XXXX XXXX as soon as they opened and withdrew two {$20000.00} cashiers checks and then deposited them to my new accounts at the same Chase Branch since I was motivated by the $ XXXX- {$600.00} offer to open new Chase accounts. 
The next day I visited the same branch with my spouse to have his name added to the accounts and to open a second checking and savings accounts with only debit card access for use when we travel overseas. We use these to hedge against theft since the thief would only have access to the limited amount of cash we would keep in those accounts ; this also gave a second $ XXXX- {$600.00} qualification offer for opening new accounts. 

The banker again offered to sign up a direct deposit of my spouses SS income and later that day I signed up my spouses pension to be direct deposit too. I signed up several bills, such as the utility and credit card accounts etc., to be paid from the new Chase checking. XX/XX/XXXX I again attempted to make a deposit, or rather a transfer, of {$25000.00} directly from my XXXX XXXX savings account into the new Chase savings or checking and was surprised it was accepted after a business days hold. 
During the night of XXXX - XXXX, I received an alert when trying to sign on my accounts that the accounts had been suspended and to call an XXXX number. When finally getting through to alive person and after several transfers, I was told there was a problem with my social security and that my accounts had ALL been cancelled and that I would NEVER be allowed to open an account with JP Morgan Chase, N-E-V-E-R, but also told me she was could not tell me the exact reason why! They continue to allow us to keep our XXXX credit cards with a combined available credit limit of {$100000.00}, we have never missed a payment and usually pay the balances in full ever month. 

After having deposited over {$100000.00} in our new Chase accounts, our XXXX XXXX accounts were nearly depleted, and my Chase monies were frozen. The telephone agent told me a check would be sent overnight express and I asked her if there were other options to get my money and was told if I brought my social security card to the same branch, at the discretion of the manager, he could authorize the release of the funds after getting approval from the deposit department. Working together we were able to gain access to the accounts and I finally received a cashiers check for the total amount. 

I hastily re-deposited the check into our XXXX XXXX accounts the same day but of course was told there would be a few business days hold until it could clear. I then contacted Social Security to change the direct deposits of my social security XXXX and my spouses social security income to be direct deposited into our XXXX XXXX checking. The agent at SS, I think his name was XXXX, was very helpful after I explained the issue with Chase Bank. He claimed to be quite shocked by the events as explained and I inquired to see if there indeed was a problem with my social security account especially if someone else was using it or the like. He assured me there was nothing wrong with either of our numbers nor accounts. I also signed into all XXXX credit bureaus to check that my accounts were still frozen, fortunately the were and nothing new was showing and our credit scores were still nearly perfect, well above 825. 
I was told I needed to talk to the fraud department at Chase and after another 45 minutes hold on the phone, the Chase agent would not discuss the matter and refused to tell me what had happened nor why. She simply said, You should have read your discloser more closely, and proceeded to quote Chase can close your account for any reason at all, and for NO reason at all. And said, Goodbye. I spent over 7 hours total in good faith to open four accounts, wasted 5-6 trips to both banks and they wouldn't give me several minutes to discuss the situation and what I need to do to remedy the problem. 
I have rarely been so embarrassed in my 6 years. I had a bilateral XXXX XXXX 3.5 years ago and that was easier than opening a Chase Bank account. I thought I was finished going to that Chase branch but no, I again had to go to the branch because my online access to my credit card accounts was still frozen and again had to share my social security card with a banker who again had to call and waited on the phone for quite a bit, I was finally allowed access to my credit card accounts, which by the way have a total of {$64000.00} available credit line approval. I still wasnt done with Chase. The following week our Social Security was deposited into a Chase account, which were suspended and another trip to the bank for both of us holding our social security cards. Trips to the bank put my life at risk each and every time especially during COVID-19 since any type of infection but especially COVID-19 can cause rejection of my new XXXX for which I am daily immunosuppressed with medications. 
A week or so later I received a phone call from a Chase representative, and she wanted to talk to me about the complaint I made by a survey online about my Chase experience. Basically, all she wanted was to have the opportunity to apologize and she too refused, or rather, claimed to not be able to tell me because she could not find out what had caused such an embarrassing banking episode. She hung up on me after I became bit heated and exasperated and gave me no chance to apologize or ask who could give me a reason for denying an account with JP Morgan Chase Bank. 
I will be posting this letter on social media, sending a copy to whatever banking governing body that Chase belongs and sending to my congressional representatives and the XXXX Chase CEO/President.

Company response to consumer: Closed with explanation