Consumer complaint received 2022-06-11
Company: JPMORGAN CHASE & CO.
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I want to first state I have the check issuer 's bank statement to prove the funds and transactions that occurred. But I do not trust Chase to share this statement with them. I can share it with CFPB however if you can guarantee Chase not using it against me or the check issuer. 

On XX/XX/XXXX my brother deposited a check into my account. The money was debited from his account ( I have his bank statement to show this ) but was reversed by Chase on XX/XX/XXXX. On XX/XX/XXXX he deposited another check of the same amount. The money was debited from his account on the same day again. 

On XX/XX/XXXX I received a letter of notice from Chase that my checking and saving accounts are restricted because I did not provide requested information. This was the first communication I ever received from Chase, no prior contact or request for any information. I called Chase service number stated on the letter ( XXXX ) and was informed my account is good and once the fund is released from being hold on Chase side, the issue is resolved. At this time my account said the fund will be fold until XX/XX/XXXX. 

On XX/XX/XXXX, I called to inquire once the fund is no longer in hold status. However, another customer XXXX informed me both my brother ( the check issuer ) and I have to go into a Chase branch at the same time with XXXX IDs each, tell my Chase branch to call his Chase branch, and call the customer service number again to verify check issuer. When I inquired about not being told this information 7 days prior when I called initially, all I received was a verbal apology and reassurance this will resolve the issue. 

On XX/XX/XXXX, I went to the Chase XXXX branch while my brother went to the Chase XXXX XXXX branch. When my banker called Chase after talking to the other branch, he was informed the other branch need to scan my brothers IDs and upload them to my account. This again is new to us. He communicated this requirement to the other Chase branch. Out of caution, I asked him to also upload my IDs in the system. I was informed the IDs will updated in the system in 24 hours. 

I called back on XX/XX/XXXX after 24hrs but the IDs are not there. The IDs were not uploaded until XX/XX/XXXX when I called. But only my IDs were uploaded, not my brothers IDs. The customer service specialist said to call back tomorrow and they can call my brothers Chase branch. I called back on XX/XX/XXXX and was informed my accounts have been changed to close pending. I requested to talk to a supervisor who hung up after speaking without me getting to say a single word to her. I called back again and was yelled at by another supervisor. He said both my brother and I have to go back to a Chase branch and try the IDs upload again. He ensured me if we go back the next day, my accounts can still be reinstated. 

On XX/XX/XXXX, we went back to Chase branches ( XXXX and XXXX XXXX ) again. The banker who helped my brother initially made a mistake and sent his IDs scans to the back office ( this is her words exactly ) instead of uploading it into the system. His branch manager stepped in and helped upload his IDs He also sent them to my branchs banker. My branch banker uploaded both my IDs and my brothers IDs as well to ensure they will go through. However when my banker called customer service, they informed him my accounts have been closed for good. My deposited check fund is still hold in suspension and the only thing they can offer is to open a new account which I declined. I was also informed the IDs will be uploaded in 24 hours.

I called back the next day after 24 hours on XX/XX/XXXX, no IDs were uploaded except for the initial IDs upload on XX/XX/XXXX ( in the system by XX/XX/XXXX ). Today, XX/XX/XXXX, I called again and the IDs are still not there. My fund is still being hold in suspension by Chase. 

A quick search online showed many customers that got their accounts closed without proper communication from Chase. I also learned after various calls with them that their teams do not communicate with each other. When I was informed of certain timeline, it never actually happened. They also informed me the only way for them to contact the closing team is to write notes in my profile. Whether or not the other team read them is not confirmed. The Chase staff on customer support line are also extremely rude, unprepared, untrained, and lack of basic knowledge. 

I have bank statements and 2 phone calls recordings to prove my claim is legitimate. Once Chase closed my accounts, I no longer have access to my online accounts views either. The only way for me to access information is from the pictures of my accounts that I took. Ive been a Chase customer since XXXX with excellent credit score. There is no reason for Chase to exercise this predatory business model toward customer. Holding customers fund in suspension for weeks is unacceptable. 

I hope this complaint will reach the right person. Please let me know if I can provide any supporting documents. 

Thank you,

Company response to consumer: Closed with monetary relief