Consumer complaint received 2020-08-17
Company: JPMORGAN CHASE & CO.
State: UT
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
Beginning on XX/XX/2020 my debit card started being declined. I went to m online banking portal with Chase and I was able to confirm that my accounts had funds available. I then went to their secure messaging portal to see if there was an issue. There were no current notices indicating that there was any issue with my account. Assuming that the issue might be a bad chip I contact Chase over the phone to order a replacement debit card. 
In the meantime, I had added someone to my account approximately 2 weeks prior. Their new debit card linked to the account had arrived, we activated the card, only to also have it be declined. This attempted use was on XX/XX/XXXX. 
Following their card being declined I drove to my local branch. I spoke to a banker who informed me there was a " restriction '' on my account, but unlike what she normally sees it was not telling her what the restriction was. We called the corporate number, and at that time she and I were informed that it was a social security authorization issue. This struct me as odd, I had been in the branch two weeks prior and added someone to my account and provided my passport and other forms of identification. The banker under the instruction from the corporate line submitted the SSA form on XX/XX/XXXX with me at the branch. 
As I was leaving she told me I should call corporate to confirm their receipt of the document and my account should be unrestricted in 1 day. 
I called later that afternoon as instructed because I was preparing to go out of town. The gentleman I spoke to was initially not able to find the completed form, but ultimately found it. He then informed me that I would not have my accounts unrestricted for 2-4 days. This left me without access to any funds once again. I had been without access to my account since the XXXX, it was now the XXXX and with a weekend in there I was unlikely to have access to my accounts before XX/XX/XXXX. In the meantime, I could see the funds in my account, and autopays were being rejected. 
When I informed him that this was having a detrimental effect on me personally as well as financially, he told me he could override it and I could go to a local branch to make a withdraw. He attempted to call several of the neighboring branches and was unsuccessful at getting in contact with any of them. Inaccessible phone lines is also something I have encountered with Chase. He finally reached a branch that was approximately 25 minutes away. At this point, I had taken a majority of the day off work, and was not able to drive to that branch in time. 
Over the weekend, on Saturday, XX/XX/XXXX my new debit card arrived. I tried to log onto my online banking portal and was unable to do so. As of Monday, XX/XX/XXXX my account was still not accessible and my card was still not working. I called Chase 's corporate hotline once more, only to be informed that as of XX/XX/XXXX my account had been automatically closed. 
They indicated that I should have received a letter in the mail on XX/XX/XXXX informing me that I had 48-hours to authenticate my Social Security Number. Since I failed to do so, the account was closed on the XXXX. My savings and checking account had been cleared out and the remaining balance would be mailed to me on XX/XX/XXXX and it would take 5-7 business days for this to arrive. The aforementioned letter was not received. I have informed deliver activated on my mail, and between XXXX XXXX I have no indication of letters received from Chase. Additionally, when I inquired as to why no notice was sent to me through the secure messaging system regarding this issue they said it could only be handled through the mail. However, even if the matter could only be addressed in the mail, a notice informing me to look for time-sensitive mail would have been the very minimum of courtesy they could have extended. Finally, requiring a 48-hour response to something sent through the mail is an unfair business practice. 
Additionally, as the timeline above shows, XXXX told me this morning that my account was closed on the XXXX. So why when I appeared on the XXXX was I told to fill out the form, which they submitted and I would be set in a few days? XXXX also ackowledged that this situation was mishandled and opened an internal Chase complaint on my behalf. Chase Complaint ID XXXX I now find myself without access to any of my money. The check will not be mailed until XX/XX/XXXX so the earliest I expect to see it is XX/XX/XXXX. Autopayments are being returned due to lack of funding, and every penny I own is being mailed to me. There is no way to ensure that that check will arrive. I would have never, ever chosen for it to be mailed. When I inquired if I could just go to a branch to get my money since the check has not yet been mailed, I was told no, the accounts were closed and nothing could be done. This is monstrous and unethical behavior. The branch and the corporate office have no idea what is happening between them, unprofessionalism and lack of empathy abounds.

Company response to consumer: Closed with explanation