Consumer complaint received 2022-09-29
Company: JPMORGAN CHASE & CO.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
XXXX  XX/XX/XXXX, My mother and I entered Chase bank to make a withdrawal of {$1200.00} from the personal checking account I'd recently opened XX/XX/XXXX by initiating a {$30000.00} deposit with an insurance settlement check I received from XXXX. 

After a few days of the check being on hold, the hold was lifted. Being behind like I've become since the accident, I began to spend my money to " catch up '' with the people I owed money to and so forth.. 

I have a hard time determining if its due to the length that the checking account was open for or if they were just reluctant by the XXXXXXXX XXXX XXXX XXXX  and amount that was in the checking account. But the tellers who serviced me refused to honor my withdrawal even after asking me and being told the date on which I opened the account to confirm my identity.. 

Ironically, I was still able to complete transactions via XXXX XXXX  with my debit card ( my physical card arrived later in the mail that Friday ) having linked to my digital wallet on my XXXX after I left the bank *Its mighty interesting -- the previous day I had successfully made a withdrawal for {$500.00} at another location and I received no comments about the legitimacy of my state issued license OR skepticism regarding the withdrawal from a more urban location ( I used this same ID to open the bank account ) Towards the end of the business day, just before XXXX I entered my neighborhood Chase bank with the intent to clear myself of whatever issue that was preventing me from making the withdrawal I initiated for {$1200.00} earlier. The teller there was unable to assist me and notified me that there is a FRAUD ALERT on my checking account. 

Just before I could make it home, I received a notification on my XXXX that the use of my Chase debit card has been suspended. 

It honestly felt as if this was systematically happening. Confused, hurt, and frustrated by this discrepancy, I decided I would give Chase a call to resolve this issue before it could get any worse. 

On the phone with them I was told that a representative would give me a call in the next few minutes. They never called me So I called back after waiting and was told that my account is being handled by the fraud specialist department and they won't be available until the following Monday, after the weekend ; Leaving me in a position to suffer for their lack of due diligence. 

The following Monday XX/XX/XXXX, disinterested in going back XXXX forth over the phone, I decided to visit my neighborhood chase bank with multiple forms of ID to close the checking account due to my unpleasant experience. 

A representative at the branch assisted me on a phone call to confirm my identity with passport and ID to an agent in the fraud specialist department, then informed me that chase bank will no longer be servicing me as a client.

They mentioned my account will undergo a closing process that will take 10 days to complete, then a check of my balance will issued..

Displaced by this information, I requested to file a grievance/dispute/claim regarding the matter with chase bank, and was assisted by the branch manager who tried to help, making the inquiry to expedite the issuance of the check. We were both told the check will be issued in 5 business days instead of XXXX. 

The representative that was given my grievance called me a few days later and provided me with zero relief. In fact, she coldly reiterated that theres nothing that can fix this and informed me that my check will be issued accordingly INSTEAD of the timeframe w requested ; expedition granted. Despite the fact we were previously told itll be issued sooner per my request for particularly being in a undesirable position financially as is.. we were lied to Today, Wednesday XX/XX/XXXX I decided to give Chase a call to follow up.. during my phone call, I was told along the lines that my account has been officially closed and I will need XXXX forms of my identity in order to receive a cashiers check from my local branch So I decided to go on break from work and finally resolve this issue When I arrived to the location where I opened the checking account at, I was informed there is no account or money. That a check was issued on the XXXX and it will take 5 to 7 business days to receive So I curiously asked, Why was I told to visit a branch with XXXX forms of iD to receive a cashiers check over the phone? 
While the bank teller takes a moment to consult with the branch manager, I give Chase bank yet another call to see what is going on.

Im being told one thing here, and something different elsewhere WITH THE SAME BANK I entrusted with my money.. This is no good way to make a person feel. we are mere reflections of each other ....

On the phone, I was condescendingly asked the balance of the account which I provided my account number for.. to confirm that this is the correct account holder The gentleman I was on the phone with mentioned, then went on to notify me that no check has been issued and that I need to provide 2 forms of ID to move forward at a branch location To my surprise, I was told theres an open investigation by the teller, then I was prompted to provide my forms of ID to progress this matter. 

If theres an open investigation why have I not been informed or formally addressed with the steps and processes to clear myself, get my money, and close it? 

Not only has Chase Bank lied and taken advantage of me, Chase bank has unprofessionally handled the issues of my account and overtly denied me access to my finances with ZERO justification. 

To notify me 14 days after disabling use of the checking account, that additional identity information is needed to receive my money is a scam within itself Whats being done with my money? 

Why wasnt this extra identification information collected XX/XX/XXXX when I visited the branch to resolve this matter then? 

At this point, I still dont know when Im getting my money back exactly. 

My family is suffering. 

I've been undermined as human being with obligations and responsibilities, and this has caused me far too much mental distress an apology will fix.

Company response to consumer: Closed with non-monetary relief