Consumer complaint received 2018-10-04
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
TO CFPB!!!! [ THIS IS NOT A DUPLICATE COMPLAINT!!! DO NOT CLOSE THE COMPLAINT IF CHASE RETURNS IT AS A DUPLICATE AGAIN!!! I AM VERY UPSET BY CHASE 'S ACTIONS AND BY CFPB ACTIONS and ADMIN PROCESS WHEN YOU CLOSED MY COMPLAINT SIMPLY BECAUSE CHASE SAID IT WAS A DUPLICATE!!! OMBUDSMAN WAS NOTIFIED!!! ] TO CHASE : [ DO NOT MARK THIS COMPLAINT AS A DUPLICATE AGAIN!!! DOING SO WILL ONLY UPSET ME MORE AND FURTHER AGGRAVATE MY SEVERE EMOTIONAL TRAUMA THAT WAS CAUSED BY YOUR ACTIONS!!! ] PREVIOUS COMPLAINTS TO WHICH THIS ONE IS REGARDING ARE : XXXX, XXXX, XXXX. 

================ This complaint is due to my complete and utter dissatisfaction with the company 's response to my original CFPB complaints XXXX and XXXX. And this complaint is to report that most of my issues were not resolved and even aggravated by the company 's lies in the received responses, as you will see below. 

My complaints are : In regard to the letters from Chase dated XX/XX/2018, and XX/XX/2018, which are documented in both complaints above : 1 ) On the day of the incident ( XX/XX/2018 ),  after my card was blocked the first time, I did receive the email from Chase asking to confirm the transactions that were responsible for the block of my card. I did click " yes '' in the email and received a successful confirmation that everything should be fine and I can make my transaction now. 

2 ) After trying to do the transaction again at the same ATM for the same amount and having sufficient funds in the account, I was unable to do so again. I called customer service and they assured me that they unblocked it now for sure and everything should be fine and I can make my transaction. I was asked for my info, I verified my ID and everything else that they have required from me to unblock the card. They GUARANTEED that it will work and everything should be fine.

3 ) After I went back to the same ATM and tried to do the transaction for the same amount again ( 3rd time now ) I was blocked again and I was unable to do my transaction. I called the customer service again and had to verify all info again, at which point I was told by the rep that they can't unblock my card and I need to call the Fraud Dept. 

4 ) Once I have reached the Fraud Dept by phone and before I was connected to the rep, I have heard very clearly the following message which I quote to my best ability : " your conversation with us is going to be recorded to prevent fraud and your voice is being analyzed and will be used in the future for your recognition and ID ''. This was completely outrageous and upsetting because I was simply put before the fact, I was not provided with a choice to opt out and use some alternative way to resolve my issues with the company, and I was not asked for permission to do this. This was also the first time I have ever heard anywhere such a message and there was absolutely no reason to give me such a message since I am not a criminal or under investigation by LE for any financial crimes. I was not trying to commit any fraud and I was with the company for many years, always in good standing. Not to mention that recording conversations without two-party consent is absolutely illegal in California and the second part about the use of AI to obtain my " voiceprint '' for ID, recognition and other purposes, and without my consent or a valid reason, is even more illegal and a complete violation of my rights and financial privacy. Moreover, in the latter dated XX/XX/2018, the company admitted, confirmed, and stated in writing that on XX/XX/2018 I have elected to opt-out from voice recognition and they supposedly honored that. Considering this, the company admitted doing wrong and most certainly committed a crime by doing completely opposite at the time of my call to the Fraud Dept. 4 ) The company never acknowledged that the rep from a Fraud Dept. ( a woman ) was disciplined or fired for humiliating me and talking to me like I am a dirty animal or a petty criminal. So I demand that the company fires this individual because they ignored my concerns completely and did not even apologize. I will not accept anything less than the firing of that woman.

5 ) I was also told by this very angry and threatening woman that I must come to the Branch and she was even more upset when I have told her that I am XXXX and my XXXX XXXX has XXXX XXXX XXXX which prevents me from going anywhere, driving at all, and driving safely too. She said that she did not care and this is what must do. My requests to provide me with a reasonable accommodation only further angered that XXXX and she denied me my ADA rights with complete disrespect or concern. 


XXXX ) The bank was most certainly aware of my XXXX because I was getting direct deposit from XXXX to my account for many years and I also stated that I am XXXX during many times they have requested to update info online. So the company 's statement that they were not advised or had any knowledge about my XXXX and inability to come to the branch is the absolute and blatant lie on their behalf. 

7 ) I had to go to the branch anyway since this was the only option that I was left with to make a needed transaction, which greatly aggravated nerve pain in my foot and put myself and others in great danger since I had to drive there. I also received a huge emotional trauma from all this on that day which further aggravated my health.

8 ) I did have to go the branch yet again the next day ( XXXX ) since I have decided to close the account and withdraw the remainder of my money because I did not want to have any more problems like that, because my card was still not working and because I did not want to be a client of a company that does things like that. I closed my account and withdrew all of my funds on XXXX @ XXXX but I was given a paper that stated that my account is not closed yet and just " being closed '', so I do not know if it was closed completely. I also do not know if I was not charged any unauthorized fees but I am willing to overlook this particular matter since I think I got most of my money back from the bank. Once I closed the account, I lost access to transactions list, which is why I can't confirm this although I don't have a problem with this. I have attached proof of what I was saying as far as confirming all transactions via email request by the bank and also that my account was " being closed '' when I asked it to be closed. I also have a call log that confirms that I had to call the bank 4 times that I reported and that I had to drive twice to the bank 's branch which was very dangerous and messed up my health. Let me know if you need this information. This is why I consider most issues still unresolved to my satisfaction and I am still very upset and frustrated. Please help me. Thank you.

Company response to consumer: Closed with explanation