Consumer complaint received 2016-10-19
Company: JPMORGAN CHASE & CO.
State: IL
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
ON XXXX XXXX, 2016 I NOTICED THAT XXXX OF THE XXXX ACCTS THAT I 'M A SIGNER ON HAD XXXX PENDING DEPOSITS. THE ACCT ENDING # XXXX WAS MY DAUGHTER ACCT. THE FIRST DEPOSIT WAS FROM HER SCHOOL FOR {$290.00} WHICH WE WAS EXPECTING. THE OTHER XXXX WAS CHECKS XXXX FOR {$980.00} AND THE OTHER FOR {$980.00} FROM XXXX A SUMMER PROGRAM SHE WORKED FOR OVER THE SUMMER. THE PENDING DEPOSITS DID NOT LOOK RIGHT TO ME SO I CALLED XXXX XXXX XXXX WHO WAS IN CHARGE OF THE PROGRAM OVER THE SUMMER. I ASKED HER IF THEY OWED MY DAUGHTER ANY MONEY FORM THE SUMMER AND SHE STATED IT 'S A POSSIBLITY AND SHE WILL CHECK WHEN SHE GOT IN THE OFFICE. IN THE MEANTIME, I CALLED CHASE AND INFORMED THEM THAT I THOUGHT THE XXXX CHECKS WAS FRADULENT AND TO NOT LET THEM NOT GO THROUGH THE ACCOUNT AND CHASE REPRESENTATIVE RESPONSE WAS THAT MY DAUGHTER HAD TO CALL IN. I SAID, TO THEM THAT IM AN AUTHORIZED PERSON ON THE ACCOUNT AND THEY SHOULD BE ABLE TO TALK WITH ME. XXXX XXXX CALLED BACK AND ASKED ME IF I COULD SEND HER A COPY OF THE XXXX CHECKS SO THAT SHE CAN SEND TO THE ACCOUNTS PAYABLE. LATER IN THE EVENING A XXXX XXXX, HUMAN RESOURCE DIRECTOR CALLED ME FROM XXXX AND ASKED ME IF I THOUGHT MY DAUGHTER HAD COMMITTED FRAUD BECAUSE HE HAD CALLED CHASE AND THEY STATED THAT MY DAUGHTER USER ID AND PASSWORD WAS USED TO DEPOSIT THE CHECKS. I ALSO EXPLAINED TO HIM THAT A DIRECT DEPOSIT FORM HAD BEEN TURNED IN TO XXXX FOR HER TO HAVE DIRECT DEPOSIT AND XXXX NEVER DID THE DIRECT DEPOSIT BUT GIVE HER PAPER CHECKS AND WHERE WAS THE FORM AND IN WHO POSSESION WAS IN. I CALLED CHASE BACK TO SEE WHAT DEVICE, COMPUTER, OR CELL WAS USED TO DEPOSIT THE CHECKS. CHASE TRANSFERRED ME AROUND TO XXXX DIFFERENT PEOPLE TO ONLY TELL ME THAT THE ACCOUNT WAS BEING INVESTIGATED.I ALSO TOLD THM THAT MY DAUGHER HAD LOST HER DEBIT CARD AND ANY ONE COULD HAVE HER DEBIT CARD AND DIRECT DEPOSIT FORM THAT XXXX NEVER USED TO DIRECT DEPOSTI HER PAYROLL. THE LAST PERSON I TALKED TO TOLD ME THAT ALL MY ACCTS WOULD BE CLOSED AND CHASE WAS ENDING ALL RELATIONSHIP WITH ME AND MY FAMILY. I STATED WHY WOULD THEY CLOSE ALL MY ACCOUNTS WHEN ONLY ONE ACCOUNT HAD FRADULENT ACTIVITY. THEY STATED THAT THEY COULD N'T GIVE ME ANY MORE INFORMATION AND THE RELATIONSHIP WITH CHASE WAS ENDING. I ASKED WHEN COULD I HAVE MY MONEY FROM THE OTHER ACCTS AND THEY STATED THEY COULD N'T GIVE ME ANY INFORMATION AGAIN. I DO N'T UNDERSTAND WHY THEY ARE HOLDING MY OTHER ACCTS. I LATER WENT INTO A CHASWE LOCATION ON XXXX AND XXXX TO TALK TO SOMEONE AND THEY TOLD ME THEY COULD GIVE ME ANY INFORMATION ON THE ACCTS. I WAITED CHECKING MY ONLINE BANKING DAILY TO SEE IF ANY CHANGES OCCURRED AND ON XXXX I NOTICED MY DAUGHTER ACCT DID NOT APPEAR ANY LONGER. I CALLED CHASE AND THEY STATED THEY CLOSED THE ACCT AND A CASHIER CHECK IS BEING SENT FOR THE CORRECT DEPOSTI FOR {$290.00} AS OF TODAY WE HAVE NOT RECEIVED THE CASHIER CHECK. ON XXXX I RECEIVED A LETTER FROM CHASE STATING THAT WE HAD NOT COMPLIED WITH THE INFORMATION THAT CHASE HAD REQUESTED. I CALLED CHASE AND THEY STATED THAT IT WAS A STANDARD LETTER WHICH MAKES NO SENSE. I ASKED WHEN WOULD MY OTHER ACCTS BE RELEASED BECAUSE THEY HAD NOTHING TO DO WITH THE FRADULENT ACCT. I EXPLAINED THAT ONE OF THE ACCTS WAS MY MOTHER WHO WAS ELDERLY AND THEY HAD STOPPPED ALL FUNCTIONS OF OUR LIVES BECAUSE SHE NEEDS HER MEDICINE AND NEITHER ONE OF US HAS ACCESS TO MONEY. AS OF TODAY XXXX/XXXX/2016 THEY ARE STILL HOLDING THE NON FRADULENT ACCTS AND I HAVE N'T RECEIVED CASHIER CHECK THAT THEY STATED THEY SENT FOR THE FRADULENT ACCT.I REALLY NEED TO SOLVE THIS ISSUE BECAUSE MY MOTHER RENT, OTHER BILLS AND MEDICINE NEED TO BE TAKING CARE OF AND I 'M IN THE MIST OF MOVING. I FEEL CHASE IS NOW RETALIATING AGAINST ME AND MY FAMILY WITHOUT GIVING US PROOOF THAT WE DID SOMETHING WRONG.

Company response to consumer: Closed with explanation