Consumer complaint received 2020-05-21
Company: JPMORGAN CHASE & CO.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
On XX/XX/2020 I had an schedule appointment at chase I met Mr XXXX 
I informed Mr XXXX that I have two businesses XXXX XXXX XXXX XXXX  and XXXX XXXX XXXX XXXX Mr XXXX ran a tax identification check of both of my businesses I provided mr XXXX with two forms of identification and my articles of organization I informed mr XXXX that I wanted to complete my online application for both of my businesses XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX  Mr XXXX mentioned that he would need to cancel the extra account He setup XXXX XXXX XXXX XXXX and completed the process and linked all of my accounts Mr XXXX mentioned that he would make a phone call and make sure it was done Mr XXXX did not inform if I needed to send money to my businesses account Mr XXXX informed me my business cards will be mailed
On the same day I decided to go to XXXX  and my debit card was denied. I called chase and the representative mentioned that I should give my card one to two days to work I informed the representative of charges equaling XXXX dollars for opening a new account I didnt see the funds in my XXXX XXXX XXXX XXXX business account She informed me that I needed to wait two days so it can clear 
On XX/XX/XXXX my debit card at a local  was declined at XXXX  store  Chase informed me that my card was closed without reason I went to a local branch and they told me that my account was closed without reason and they told me to call the customer service number I called to dispute why my account was closed and had to wait for a long time to get someone on the line When I finally was able to talk to someone I spoke to XXXX in the claims department and I informed her how it affected me during this pandemic that my account was closed and that I needed groceries and she told me that they were closing my account due to three claims which two of them cleared but one didnt The claims that she mentioned were XXXX XXXX for XXXX XXXX XXXX XXXX the one that did not clear was for XXXX XXXX for XXXX  She later mentioned that I had a total of 18 claims within the pass year I informed her that I never received notification regarding these 18 claims She told me that I could contact the recovery department at XXXX and the I could find the email online and she did not provide it to me XXXX informed me that they will notify me in the mail of what happened, but she could not provide a time frame and she also told me that I would receive a physical check before or on XXXX XXXX because the last claim needed to be cleared I told her that I had been a client of theirs for two years and I told her that this has never happened to me and I asked if this would affect my business accounts. She told me that it will not affect my business accounts with Chase and also told me that I could not transfer the money to any other account and that I needed to contact all of the places I pay my bills at to inform them of the changes. I told her that I had paid bills on that day, and she told me that they may be automatically withdrawn but that they did not know at this point. I asked her to provide me the final funds in my account she told me that in my first checking account ending in XXXX that there was XXXX and in my 2nd checking account ending in XXXX she confirmed XXXX I asked her for some type of written notice telling me that I could not transfer funds and she told me that all that information would be sent in the mail but could not provide me a timeframe of when that would happen After speaking to XXXX and called the account recovery department at XXXX   and they informed me that I was able to transfer funds and that decision was made by back office and I asked them if I was going to be able to log in to my account to transfer the funds and they told me Yes I logged into my account and at the direction provided by them I proceeded to transfer those funds into my other accounts I called Chase again just to make sure that I could transfer the funds to an external account and they told me that I could wired transfer up to XXXX dollars to an external account I successfully was able to do the wire transfer and set it up to be transferred to XXXX XXXX  
On XX/XX/2020 I received two emails from Chase confirming that they canceled my wire transfer request as a part of a security review The emails sent for the cancellations were for the checking account ending in XXXX with the transaction number of XXXX and for the checking account ending in XXXX with the transaction number of XXXX When I tried to log back into my account it gave me a notification stating that they locked my account to protect it from suspicious activity The message had also directed me to call a phone number they provided, and they also told me that I could reach out to my servicing team in that message The message also states For all XXXX for Business call XXXX and then the message provided other numbers not related to me but when I log in to my business account I am able to see my business account and my personal accounts This is where I am at I only have access to view my personal accounts by logging into my business account
On XX/XX/2020 I contacted XXXX for Business call XXXX The representative mentioned that my personal checking accounts was restricted and that I needed to waited approximately 10 days to for the accounts to close and a determination will be made regarding returning my funds I asked the representative why was this happening I explained to the representative that I needed access to my funds during this pandemic in order to pay my rent to prevent from being homeless and to feed my family grocery The representative mentioned that there it is nothing that she could do and that chase bank can make decisions to close an account which can be chase bank discretion The representative did not confirm when I will receive my funds
On the same day I contacted the corporate office of chase bank The representative informed me that my account was restricted and there is not that he can do due to the back office has made the final decision I explained that this has affected my family during the pandemic and being denied to buy grocery The representative mentioned that there was nothing that he could do The representative informed me that although the account was restricted I had 10 days before the account closed to retrieve my funds from a local branch The representative mentioned that I need to ask for a branch manager to lift the restriction and to provide two forms of identification The representative mentioned that he couldnt see why my account was restricted and the branch will be able to assist
Later on the same day I went to the chase branch located at XXXX XXXX XXXX XXXX XXXX XXXX I asked for a branch Manager to lift the restriction I meet with the manager at a teller window and he confirmed that he received an email regarding the restriction on my account and a question of funds being refunded The branch manager informed me to speak with Mr XXXX XXXX XXXX took my two forms of identification and reviewed my account Mr XXXX informed me that my account was restricted due to wire transfers on the account I informed mr. XXXX  that I did the wire transfer due to the amount I wanted to transfer I informed mr XXXX that a chase bank representative informed me via telephone that I was allowed to wire money up to XXXX externally and able to quick pay money up XXXX Mr XXXX suggested that I should have made a transfer from account to account because it looks suspicious I informed Mr XXXX that I wanted to transfer my funds to my business accounts at XXXX XXXX I mentioned that I didnt know that I couldnt send money through a wire to an external account Again Mr XXXX mentioned it looks suspicious MrXXXX proceeded to ask me where did I get the funds that were deposited on XX/XX/2020 I informed Mr XXXX that I received XXXX from the small business administration XXXX company for the paycheck protection program Mr XXXXj proceeded to ask why I didnt deposit the SBA funds into my business account I showed Mr XXXX   documentation confirming when my business account was created on XXXX XXXX I confirmed with Mr XXXX my SBA application was submitted with XXXX company and I was informed to use any account I wanted due to not having a business account at the time I confirmed the amount I was approved for was XXXX from XXXX and the SBA Mr XXXX mentioned that this was suspicious due to it being deposited into XXXX checking account Mr XXXX confirmed bank checking accounts  Mr XXXX mentioned that he would email the back office to confirm the nexts steps I informed Mr XXXX that this was confusing and this has caused agony to my family and paying my employee during the pandemic I explained to mr XXXX that I have been a customer for over 10 years and this has never happened Mr XXXX explained that he will contact me 
Once I left the branch I spoke with a representative via telephone and he mentioned that my checking account XXXX has been retrieved but my XXXX account has been restricted and will be closed in 10 days The representative mentioned that my funds will be mailed within 7 to 10 business days I called the chase customer service to inform them that I have been charged for opening an account on XXXX XXXX and the funds have not been transferred to my business account I informed that representative that I didnt know where the funds went The representative mentioned that a branch employee Mr XXXX XXXX XXXX placed notes in the account stating she doesnt have any fund and she will need to get funds elsewhere

Company response to consumer: Closed with monetary relief