Consumer complaint received 2022-09-29
Company: JPMORGAN CHASE & CO.
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX, I was informed by a banker ( I assume ) of Chase Bank that my account will be suspended for suspicious activity since apparently someone other than me tried to access my account. 
On XX/XX/XXXX, I tried to communicate with Chase Support online via XXXX, to ask what should I do to access my account and was informed then that I should call to Chase Customer Service to the extension XXXX and since I was in XXXX, my home country, I couldn't make an international call to the US by that moment and they transferred me to an specialist, who told me that my account was placed on hold due to compliance matter and that my request could not be solved via social media and only by call to the extension XXXX. 
On XX/XX/XXXX, I got to communicate with Chase Bank through a video call on XXXX at the number XXXX and explained the situation about my account being on hold, and they said that there was nothing to do by phone and that the problem could be solved whenever I got the chance to stop by at any Chase Bank location in the US. 
Due to COVID-19 pandemic, I wasn't able to travel to the US to properly solve this matter until the present year, the XXXX of XXXX I arrived to XXXX and the very next day, XX/XX/XXXX I went to a Chase Bank in XXXX and explained, once again, the issue I was having with my account. 
By then I was told by XXXX. XXXX XXXX that my account was not on hold but blocked by OFAC 's order because I used to work at XXXX XXXX XXXX XXXX XXXX XXXX XXXX which is insane because this would be the third excuse I've been told, being the first one that someone tried to access to my account and that it would be put on hold for my own security, second one was that the problem couldn't be fixed through social media nor phone call and the third one that I was sanctioned by the OFAC. 
I encourage you to search for my name on the OFAC blocked list of persons and you'll see that I am not sanctioned not now and never have been and in fact there is an Executive Order # XXXX of date XX/XX/XXXX referred to the blocking property of the government of XXXX which is the general license No. XXXX related to XXXX  persons authorized by the own OFAC to perform transactions, which includes me as an individual who has a valid U.S nonimmigrant visa at this time as said in the Executive Order on paragraph A ( 3 ) and even on paragraph ( C ) says that the return or processing funds are authorized. 
On XX/XX/XXXX I received a phone call by XXXX. XXXX ( banker in XXXX ) and she asked me if I had a document to demonstrate that I no longer have a relationship in any way, shape or form with XXXX XXXX ( XXXX XXXX XXXXXXXX ) and I sent her via email the retirement document from the company on XX/XX/XXXX. 
On XX/XX/XXXX, I went to the Chase Bank location so they could have a copy of my passport and was told that she was going to send an email to the OFAC with all of that information. 
Because I didn't received no updates on my cases, I kept calling to Customer Service innumerable amount of times they got me in contact with XXXX, on Fraud Department, who asked me to, one more time, tell her what was going on since day 1, I told her everything, and she told me that she was also going to send and email to the OFAC and that I should give her a call in 48 hours.

After that I kept calling in vain because no one gets to give me a clear answer on how to solve this problem to get my money back. 
I decided to go to Chase Bank by myself, in XXXX. GA, located in XXXX XXXX to see what solution could they offer me and met with XXXX. XXXX XXXX, and in that opportunity she sent an email to the OFAC and that she would me a call back after three days. 
Since I didn't received a call back, I went to the same Chase Bank location, this time with my daughter and got to talk again with XXXX XXXX XXXX, who made some calls to obtain knowledge about what's going on with the case and also didn't get an accurate response, she also told me that since covid there is absolutely no way on earth to get in contact with the branch unless it is via email, to which of course, as a regular user I have no access to. 
On XX/XX/XXXX got a mail communication from XXXX XXXX Complaint Escalation Group, specifically from XXXX XXXX XXXX XXXX, saying that my case number XXXX would be disesteem since they couldn't get in communication with me and that if I still wanted to reach them out I should call them to XXXX ext XXXX but they send me straight to voicemail and never give me a call back. 
It has passed 2 months since I turned in the documentation required for them, and 2 years since the very beginning of this problem and they have not showed a real intention to solve this matter and give me my money back since is why I've decided to contact the Bureau because I suspect they want to keep my money at all costs and I am a hundred percent sure that this is not a fair treat for me as a consumer and overall, illegal.

Company response to consumer: Closed with explanation