Consumer complaint received 2020-06-23
Company: JPMORGAN CHASE & CO.
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Unauthorized charges on my account, followed by request to issue new debit card, followed by new ATM deposit ( unauthorized charges ) being posted to my account, led to bank closing my account without telling me ( and currently with no information on the status of my money -- including regular direct deposit from employer -- XXXX XXXX XXXX ). 

On XX/XX/XXXX, I noticed 2 transactions I did not recognize ( 2 separate ATM withdrawals -- later reversed ). 

On XX/XX/XXXX, I called the bank to report this ( transactions totaled approximately {$85.00} ). Current debit card was cancelled ; new debit card was to be issued and sent to me. 

On XX/XX/XXXX, my company initiates my regular bi-weekly direct deposit. I have scheduled autopay with multiple companies. 

On XX/XX/XXXX, I see a pending ATM deposit for approximately {$83.00} ; when I log back in, the amount is gone. I assumed this was a simple bank error in their adjusting of the previous XXXX in unauthorized debits. 

On XX/XX/XXXX, log in to ensure pending unauthorized ATM deposit is still gone ( also debit card was closed so this never should have gone through if previous card number was compromised. 

On XX/XX/XXXX, I try to log on to confirm all my regular monthly autopays have posted. I see a notice that my account has been locked due to suspicious activity. 

On XX/XX/XXXX, I call back to find out what's going on. I am informed that my account has been closed and that no further information can be provided to me at this time, per policy. Any funds and a letter should be sent to me within 7-10 business days. 

I am told that any autopays in process would be paid. This was not true. I am now moving money from savings ( fortunately at another bank ) to cover payments to creditors. 

I escalated to the Executive Office to launch a complaint ; I am issued a case number. I was supposed to receive an update by XX/XX/XXXX. The individual apparently investigating my issue is still reviewing the case, and someone will get back to me. Having received no further communications, I am filing additional complaints. 

At this point, the bank has my entire paycheck. I was able to set up a new checking account with another large bank ( and my credit union as backup ) and am now working with creditors who had their autopays reversed. 

In the meantime, on XX/XX/XXXX and XX/XX/XXXX, I received e-mail messages from Chase, letting my know I have an important message on my account and that I should log on to see this important message. I can not log on or access my account to see anything on my account. 

I have been a customer since 2012. My bills ( autopays ) and direct deposits are consistent. I have not used my debit card for any purchases in about a year ; I use a couple of times a year at the ATM. The debit card has not left my presence. 

I am appalled that a bank can act with no accountability whatsoever. Nothing has changed on my end. I feel as if I'm being penalized for security issues ( and a rogue algorithm? ) on their end. There appear to be security issues on their end ( how was ATM deposit made on a cancelled card! ). I received no notice that my account was closed ( closed without warning ), no communication, and apparently, I am simply supposed to wait for my letter via mail ( that may or may not include information about their actions ) and my funds from my paycheck -- and I should assume all is correctly accounted for. 

I am also reporting to the attorneys general of my state and the state of NY. At this point, I am concerned about getting all of my funds promptly returned to me. 

Thank you for any assistance you can provide.

Company response to consumer: Closed with explanation