Consumer complaint received 2023-06-15
Company: JPMORGAN CHASE & CO.
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
Chase Bank Total Checking I was asked to provide my mobile phone number by a branch employee to access my account. 
My checking account may or may not be closed. 

XXXX XXXX, 2023 Entered XXXX XXXX XXXX, XXXX, Virginia, XXXX. Met with someone to the left of the entrance, in a booth, about opening a new checking account. The person asked me for my identification to create an appointment with a banker to open an account. I made an appointment for the same day, XXXX after the time I entered the branch at XXXX XXXX The earliest time available. I met with someone and opened a checking account with a coupon that I previously requested to be delivered through e-mail from XXXX. I was asked for two forms of identification to open that account. There was no written document showing what two forms of identification were acceptable. I asked for a print out or physical copy of what I could provide to satisfy the two forms of identification requirement, to no avail. The person could only offer the options of drivers license, credit card or passport. I provided my drivers license, passport and coupon. I provided the coupon by showing that person an email from my mobile device. I digitally signed documents. I chose a debit card design. I was provided with checks and bonus disclosure terms and I exited the branch. 
XXXX XXXX, 2023 Entered Chase Bank, XXXX XXXX XXXX XXXX, XXXX, Virginia XXXX. Met with a person at the booth to the right after entering. I received a bonus, without meeting the requirements. I have included a copy of the document stating the requirements. I asked the person about how that was possible. I only received a direct deposit of {$340.00}, not the {$500.00} that was required. I was told that there were many different coupons and each had different requirements that were offered separately to individuals with different requirements. I was not confident the person understood what I was attempting to have answered. I attempted to rephrase the scenario differently by saying that I did not meet the requirements for the coupon to be realized as a bonus and deposited into my account, at the full value of {$200.00}. The person asked me for two forms of identification to access the account. I provided a drivers license and passport. The person then asked me to confirm my phone number, XXXX. That person then asked me to provide an authentication code. I declined. I am under an assumption that employees would not ask for verification information. With that assumption as a foundation, I declined to provide a verification PIN. The verification PIN sent to my cellular phone had been used by another bank to provide a verification PIN in the past. I dont know if that was a baiting maneuver or an intellectual attack by that person at the XXXX , Virginia , Chase branch. I dont know if it was asked in jest, if that person was actually attempting to open another account without my knowledge with my two forms of identification and a verification code or if I was overly defensive. I asked to withdraw the funds and close the account after voicing my concern of the branch asking for two forms of identification and a code for access and close the account, in the branch. The person went from the booth, to the teller and handed me an envelope with {$540.00}. I asked for a business card and left the branch to deposit the cash in a separate bank account. While walking, I realized the receipt of the withdrawal was not a closure of the account. The account was entirely withdrawn and left open. I went back to the branch, saw the booth was occupied and walked straight to wait in line for the teller. During the walk to wait at the window, the security guard asked what I could be helped with, I said to close an account. I noticed a person walking towards me. I said I needed to close an account. That person asked me to wait in a circle of chairs. I sat in a chair. A few moments later, what I believe to be the same person that asked me to have a seat, returned and asked me to follow to an office and have a seat again. I did so. I was asked for account information. I did not have any account information readily available. I handed my drivers license to that person. After a few moments of looking at a what I believe to be a computer screen, that person said the account was closed. I said ok and asked to confirm if the receipt was the proof of the closure and if that was the only proof. That person said yes. I exited the office and left the branch. I have access to the account online through Chase.com, XXXX hours after the time on the withdrawal receipt. I reviewed the bonus terms and realized that I did meet the requirements of the bonus. The terms that I believed I had agreed to were not the same as the terms of the bonus coupon. The terms that were advertised on a website and the terms that were attached to the bonus coupon were not the same. I was incorrect when stating to the person in the booth at the XXXX, Virginia branch that I did not meet the requirements of the bonus. That person did not have access to the bonus terms and, as I found out later, closed my account without a verification PIN that I was asked to provide. 
XXXX XXXX, 2023 I attempted to login to my chase.com account and this is a copy & pasting of the message, It looks like you don't have any accounts to show. 
If this info doesn't look right, please call us at XXXX. We also accept operator relay calls. If you're XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX, call XXXX for assistance. 
If you didn't, please call XXXX for help.

Company response to consumer: Closed with explanation