Consumer complaint received 2018-11-07
Company: JPMORGAN CHASE & CO.
State: IL
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
I opened a Chase savings account in XX/XX/2018. Last week I initiated two external transfers through Chase own site I use to manage my account. The transfers were in amounts of {$500.00} and {$530.00} to my son and husband respectively which both have accounts in XXXX XXXX. The process required me to confirm both accounts which I did ( two small deposits made ) and confirmed with the receiving bank and then with Chase. Subsequently two transactions were verified with Chase in form of text message confirmation number received to my cell phone which I confirmed and sent the text back. 
At about noon I received a call to my cell phone from Chase which was picked up by my husband as I was out. My husband took the call and instructed the caller to call after XXXX since I was going to be home by then. When I returned home I got on my husband XXXX informed me that the call from Chase was received. Subsequently I went online to log onto my account and I received a following message : We're sorry - we suspended your access to chase.com because of recent activity on your account. To re-activate your access, please call us at XXXX and choose option XXXX. If you are outside the U.S., please call us at XXXX. Commercial customers please contact your Client Service Professional or Client Service Officer. 

My account access was suspended so I called the number listed in the message about XXXX. First the Chase recording stated that due to large call volume I am advised to call after XXXX central time regardless the fact I called after XXXX. After a long hold the overseas call center worker pickup the phone and after verifying my identity I asked to have my husband to speak on my behalf since my English is not that good ( I am XXXX ). My husband requested the reason why both the transfers and my account access were suspended. The worker stated that she doesn't have this info but she will transfer to someone who can explain the situation. I was then put on long hold and transferred to another call worker ( in the XXXX ) with whom I had to confirm my identity again. Again I asked to have my husband to speak on my behalf and authorized him to speak to XXXX. The worker again apologized but stated she doesn't have the info requested and also doesn't know why the account was suspended or she's not authorized to unfreeze my access to it. My husband then requested to speak to the US based customer service and the woman on the phone informed him that she doesn't have any info on why the account and transactions were suspended. The people that my husband spoke to identified themselves as XXXX XXXX in the overseas call center and XXXX XXXX in the XXXX, OH center. Three people engaged on the phone refused to offer any assistance with Ms XXXX only stated that I will have to call the same number again. My husband is a XXXX so he contacted Chase media relations to address the issue. At about XXXX today ( XXXX ) I received a call on my cell phone which was pick up by my husband and he attempted to received info about this situation from the Chase executive office person that called. The Chase person stated that my account was probably not authorized to make any transfers despite what I was told when I opened the account and these transactions were first since the account was opened in XX/XX/XXXX. My husband became upset with the Chase worker 's inability to provide any answers or restore access to my account so the call was terminated. 

It is apparent that I am being targeted here by Chase perhaps because of my nationality and race. It is very sad that the international bank would be treating its customers this way and I want the workers who treated me this way punished and made sure that what happened to me doesn't happen to anyone else. This is not acceptable way of doing business and the company must restore my access to accounts and my transactions. 
I want to know the following : 1 ) Why the bank suspended my transactions despite the online and phone authorization and confirmation? 
2 ) Why the number given to me on the site is useless and why the bank deceives consumer to call it while it doesn't offer any assistance or explanation? 
3 ) Why the bank didn't offer XXXX interpreter when I asked for it? 
4 ) Why the Chase didn't call when requested by my husband on XXXX after XXXX? 
5 ) Why the bank suspended my account without any warning or explanation? 
6 ) Why the bank is abusing me and my family by treating me like this?

Company response to consumer: Closed with explanation