Consumer complaint received 2022-08-01
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:
On XX/XX/2022, I had an in person appointment at the local branch to open a new checking account for my XXXXyear old daughter. She had an existing " Chase XXXX Banking '' account, which was supposed to be closed and replaced by the new High School Checking Account. The new account was successfully opened but the employees at the branch told us they were unable to transfer the funds from the Chase XXXX Banking account to the new High School Checking Account. They therefore suggested my daughter use the old ATM card that was linked to the Chase XXXX Banking account to try to withdraw the remaining funds in the account ( {$90.00} ) using the ATM machine in the bank lobby. However, instead of withdrawing the funds from the Chase XXXX Banking account, the ATM withdrew the funds from the new High School Checking Account. The printed ATM receipt confirmed that the withdrawal was initiated under the Chase XXXX Banking account but was processed through the High School Checking Account instead. The {$90.00} still showed as " available '' in the Chase XXXX Banking account but there is no way for us to access it, either by withdrawing it at the ATM or by transferring it to another account. The local branch representative told us to wait a couple of days to see if the problem resolved on its own. After two days I called back and left a message for the branch representative who had set up the new account. He said he could not fix it and suggested calling the Chase customer service number, which I did. The representative I spoke to told me that the account showed as " pending closed '' and that we should receive the funds from the account by mail in 1-2 weeks. However, after waiting about a week, I could see that the account still showed as open when I logged into my Chase account online, and still with a balance of {$90.00} that could not be transferred or withdrawn. I called and left a message at the branch again but no one ever returned my call. I called customer service again and was told that they had no record of the account being closed and that I needed to speak to a different department. I was transferred to the Technical Support Department, then to the Fraud Department, then to the " Chase XXXX Banking '' Department. Each time I explained the sequence of events, but each person concluded they could not help me. The last person I spoke to told me that she had all the information she needed and had submitted it for resolution, but that was two weeks ago and still nothing has changed. Most recently I tried sending a secure message to online customer service, but they just told me to do the same things I had already done ( contact the local branch, call customer service, etc ). There is clearly a technical problem on Chase 's side but after almost a month nothing has been done to fix it. There should be call logs of the many different people I've spoken to. I have given them all the information they've requested. They should be able to proceed with closing the account and paying me the {$90.00} balance instead of stonewalling and forcing me to repeat the same steps over and over again.

Company response to consumer: Closed with explanation