Consumer complaint received 2023-12-14
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
Summary : Shortly after I froze my credit and debit cards due to theft, Chase bank emptied my checking and saving accounts. Over a month later, I am still unable to access the {$95000.00} that Chase withdrew from my accounts. I have received no explanation as to why they have taken this action, nor a timeline for resolution. 

XX/XX/XXXX : My wallet was stolen in XXXX XXXX, CA. I froze all of my credit and debit cards. 

XX/XX/XXXX : As I was leaving town for a trip, I received a notification that my checking and saving accounts had a negative balance. I find that my checking account and saving account were drained in entirety ( {$72000.00} and {$22000.00}, respectively ) with description Debit DDA - Check Charge. I called Chase who advised me to visit a branch. I also notified the Chase rep of a fraudulent {$25.00} taxi charge from XX/XX/XXXX and the amount was refunded. 

XX/XX/XXXX : I visited a Chase branch in XXXX, PA. I spoke with two agents, both of whom assured me that this is a straightforward fraud case that will be resolved through replacing my existing Chase accounts with new accounts into which my preexisting ( inaccessible to me ) balance would be transferred. One of the branchs agents called a Chase Fraud Expert and deliberated for some time, after which they each informed us that both of my Chase accounts had been intentionally drained by Chase in preparation of permanent closure for an undisclosable reason. On the bright side, we are told that we will receive the original balance via a check in the mail ( in ~10 business days ). Before I left, I transferred a direct deposit that had been posted the same day into my partners account ( as advised by the chase rep ). 

XX/XX/XXXX : I received a notification from Chase that my credit report had an update. I created an XXXX  account and saw a hard inquiry for a loan on a car at XXXXXXXX XXXX XXXX XXXX in XXXX XXXX , CA . I froze my credit file and contacted the loan issuer to notify them of the fraud. I froze my credit with all three major bureaus and disputed the hard inquiry. 

XX/XX/XXXX : I called Chase customer service to get confirmation that the accounts were really being closed and to see if somebody could tell me why. No explanation was given. 

XX/XX/XXXX : I called the Chase customer service number to get a status update on the check. I was told that the check was " being processed '' and it would take an undisclosed amount of time before I would receive it and a letter with details about the account closure in the mail. 

XX/XX/XXXX : I was locked out of my Chase online accounts ( can no longer log in and see account or credit card information ) XX/XX/XXXX : I called an agent from the branch visit on XX/XX/XXXX to inquire about check status. He stated that something in my account needed to be closed before checks could be sent out. He said he would call me back with updates. I have not heard from him since. 

XX/XX/XXXX : I return home from my trip to find two letters dated XX/XX/XXXX informing me that my accounts were restricted and to be closed due to potential fraud. 

XX/XX/XXXX : I called Chase to inquire about the check status. I was told that the check I was expecting had been destroyed and that there is no check being mailed. My account is under review and nothing will happen until the review is complete. I was given no details on what caused the review and how long the review might take. I am to receive a callback from " the back office '' within 2 business days. The call resulted in complaint id XXXX ( documents my request to receive the funds that are not being returned to me, submitted to the back office team ) XXXX : I called Chase back after waiting the suggested 2 business days and they have no new information ( only that the back office is still " working on it '' ). Their only advice is to call back periodically to inquire the account status. 

XX/XX/XXXX ( Today ) : I am still unable to access my funds with no estimate as to when I might receive it. I have no idea why the account was closed or what caused the account review. I am periodically calling chase back and they wont tell me anything about the status of my account or when I may receive the funds that were in the closed account. I am told that I am permanently banned from all Chase services, yet my credit cards still work and I have not received any official notice confirming this report. I just want my money back but Chase demonstrates no interest in fulfilling that.

Company response to consumer: Closed with non-monetary relief