Consumer complaint received 2021-03-31
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
My wife  and I recently moved from XXXX XXXX to XXXX and we used our Chase bank account to provide the movers with their final payment upon delivery of our furniture. The final payment amount was {$7500.00} XX/XX/21 : I went to a local Chase branch to collect a cashier 's check, the check was issued and I gave the movers the check. After they finished unloading our stuff, there was TONS  of damage to our furniture, so I asked them for the check back and they refused. I called Chase to see how I could put a stop payment on the check, they told me I'd have to come back to the branch on Monday. 

XX/XX/21 : I went back to the Chase branch and spoke with a banker, explained the situation and asked him to put a stop payment on the check because of the dispute. He spent ~1 hour trying to figure out how to do it, at which point I needed to leave and asked him to call me when he figured it out. He called me later that afternoon to come back the following day and he could cancel the check and place a stop payment. 

XX/XX/21 : I went back to the Chase branch and the banker helped me complete the stop payment. At that point, he told me that I had to cancel the check and re-issue it, then deposit it back into my account, he also had me fill out a form that stated the check was stolen. Felt like maybe not the right process, but I had already spent hours dealing with the situation and just moved forward. 

XX/XX/21 : I received an overdraft notification and after logging into my account found out that the original check had been cashed by the mover - which was of course a shock to me. I called Chase online and they couldn't tell me anything, then I called the banker who had originally helped me and he said that the check was paid because I had a contract with the mover ... it would have been helpful if he explained to me that the check could be cashed after the stop payment in the first place ... 

Then I spoke with the XXXX  XXXX, who also happened to help me with the cashier 's check, explained the situation and she was very sympathetic, and let me know that I would have 55  days to cure the overdraft without an issue. 

XX/XX/21 : I received a letter online from Chase stating that my accounts were being closed and that I was permanently banned from having a Chase checking account. I was told by multiple representatives/supervisors that this decision was final and that they could not confirm why my accounts were closed, but that they had the discretion to do so. Then I called the XXXX  XXXX who I last interacted with, she called the Chase fraud team and explained the situation, that I was a known customer, and that there was no reason to close my account - she received the same response. 

It's worth pointing out that I've had a Chase account for 10+ years, plus credit cards, a car loan, and a mortgage - I've been a really good customer with no issues! And I used to work for J.P. Morgan 's XXXX Bank! 

It's really shocking that a good customer 's account can be closed without any opportunity to discuss the situation or come to a mutual resolution. Know Chase has the ability to do this, but it's a really terrible customer experience.

Company response to consumer: Closed with explanation