Consumer complaint received 2016-11-30
Company: JPMORGAN CHASE & CO.
State: IL
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
I was at a retail store on Thursday XXXX XXXX, 2016 and used a debit card from my chase checking account in which it was declined after trying to make a purchase. I used another debit card with a second checking account from chase, that too was also decline. Both account had the funds to cover my transactions. I immediately called chase customer support to find out the problem. I was transferred 3 times to different departments, in which the last one was a claim specialist who thought I closed my account. They did further searched and told me to go into a branch ... I went into a branch which was next door from the retail store 15 minutes before chase bank was closing so I did n't get a chance to see a banker but went to the teller and told them my situation, they looked up my account and stated that my account was reopened and I withdrew some funds to go back and pay for my merchandise ; therefore I thought my problem was resolved and that it may have been a glitch or something. The next day which was Friday the XXXX, late night at XXXX is when I tried to used my debit card again for gas purchase and got declined again I was furious at this point. I then call customer support and once again talk to several representatives and could not get an accurate description or what was going on with my account. They told me to go to a branch again. I went the next day Saturday Morning to a branch to get the problem resolved. I was told that my account was restricted and that I could n't withdraw any funds and the banker stated that she did n't know the reason and for me to call customer support. I called them a third time, again talk to several agents, still no accurate description on the reason why and was told that " Chase no longer wants to do business with me and that they had closed my accounts, so then I asked the question, " If my account is closed why ca n't I withdraw my funds. I was told to go into a branch again. Went to a branch a third time and saw a banker who called customer support to find out why my account was restricted. They stated to the banker that I could n't close my account or withdraw funds. I then asked to speak with a higher level authority, that is when I was told that I had fraudulent charges and that it was being investigated and that I have to wait 7-10 business days for them to close my account completely and that they will mail the funds to me. I stated to them that " this was crazy, I have never heard of anything like this '' ..no explanation or accurate description. All they did was read me a disclaimer, which did n't make sense because I wanted to know the reason why I could n't get my funds. So now that is when I mentioned that I had my payroll being deposited on XXXX XXXX that Wednesday so I asked the question " will I get my funds then '' ..They told me to let my employer know that my account is closed so that the direct deposit can be canceled. On Monday XXXX XXXX is when I contacted human resource at my employment to cancel my direct deposit, they stated to me that " it may still be chance it may get deposited because of the time frame and to let chase know so that it can bounce back to my employer. I called Chase to inform them and they said that it will bounce back because of my account being closed. XXXX XXXX came, no deposit showed, I called Chase, they stated that it was n't deposited. Called my human resource, they told me it was and if my account is closed, it should bounce back. So during this time I 'm upset because of the unprofessionalism and unethical practices in getting my problem resolved. it took a XXXX trip to chase branch to speak with a manager to let them know I am a single mom, XXXX it 's coming and I have XXXX kids to feed, and that I need my funds. Got approval to withdraw so much and the rest will be mailed. This has really inconvenienced me in many ways.

Company response to consumer: Closed with explanation