Consumer complaint received 2019-10-22
Company: JPMORGAN CHASE & CO.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
Subject : Case Resolution and Investigation Request To Whom It May Concern : My name is XXXX XXXX, My companys legal name is XXXX XXXX XXXX. XXXX DBA XXXX XXXX XXXX / XXXX XXXX . We are a Credit Card Processing ISO since XX/XX/XXXX with over 220 employees and processing {$4.00} XXXX dollars annually. Our Company Bin is XXXX and XXXX XXXX. 

There has been a complaint filed to our HR in regards to our employees personal credit cards being closed with unjustifiable reasons. 6 of our employees attempted test transactions in order to assist a merchant that was experiencing a technical issue with Chase payment. Coincidentally, all 6 employees credit card accounts were terminated. This also negatively affected their personal credits. 
Each employee has been contacting the Chase Credit Processing since XX/XX/XXXX, however, no further reviews were granted. The details of this case is attached that includes employees name, card information and the timeline. 

Employees 1 XX/XX/XXXX Chase Card Processing After Attempting multiple test transaction, Chase temporarily blocked the card Informed by Rep it will work after 24 hours. 
XX/XX/XXXX Chase Card Processing Contacted due to decline issue. An informed account is under review and will take 10 calendar days XX/XX/XXXX Chase Card Processing Informed by account will remain closed. No valid reason provided. 
XX/XX/XXXX Chase Secure Message Received email back from XXXX advising to contact Chase Fraud Department XXXX XX/XX/XXXX Chase Secure Message Message suggested contacting the Fraud Department and informed by Fraud Department Chase bank randomly chose the account to close and if they believe that an account is unsecure, they decide to close. Requested for another 2nd review Employees 2 XX/XX/XXXX Chase Representative XX/XX/XXXX Chase Card Processing XXXX XX/XX/XXXX XXXX XXXX walked into Chase XXXX XX/XX/XXXX XXXX Authorized XXXX and opened the case the Reference number is # XXXX XX/XX/XXXX XXXX Chase Branch Esclation Center XXXX # XXXX XX/XX/XXXX XXXX Received a call from XXXX, there is nothing he can do advised to call XXXX XX/XX/XXXX didn't get the name explained again, still declined. Will review again but most likey decline XX/XX/XXXX didn't get the name received a call from number XXXX the final review has finished and the decision is not to reinstate. Advised below address for legal proceedings XXXX XXXX XXXX XXXX XXXX OH XXXX XX/XX/XXXX Chase Checking account was breached. Not sure if this is related. 
XX/XX/XXXX Spoke to XXXX, Account Supervisor. Explained on going Chase card issue. 
According to XXXX, the account closure is due to not enough history on file. 
Provided Senior VP XXXX 's phone number. XXXX received legal address which mentioned above ( XXXX ) Employees 3 XX/XX/XXXX Called Chase and spoke with Customer Service after card was declined twice.They said it was no problem and they would release my account since they confirmed it was me who made the test sales Stated that there should be no issues using the card with any other merchants XX/XX/XXXX Received a statement saying my account was closed and why. " Information obtained from external sources shows potential fraud. '' Called Chase and they just kept reading the same explanation and stated the account was closed and it was final I will be receiving a hard copy of the statement through mail within 2 business days ( still did not receive it ) XX/XX/XXXX Contacted Chase through Secure Message Center explaining the situation and asking for a legitimate reason as to why the account was closed Received a response saying that I need to contact the Fraud Department by phone because they are unable to assist with any inquiries by email I sent a response saying that I have already contacted Chase multiple times through the phone and nothing was getting solved XX/XX/XXXX Received the same response saying that I need to contact the Fraud Department by phone because they are unable to assist with any inquiries by email Called Fraud Department and explained the situation again, then asked for a 2nd review to reinstate my account Will get back to me within 10 business days with the outcome.

Employees 4 XX/XX/XXXX * Test sales processed with both cards ( # XXXX & # XXXX ) XX/XX/XXXX * Periodic Financial Review started, found out on XX/XX/XXXX XX/XX/XXXX * With # XXXX, test sale processed again by Retention Team / * Around XXXX XXXX, called Chase ( XXXX ) / rep. told me to call at XXXX next day XX/XX/XXXX * Called XXXX / talked to rep. ( XXXX ) / I was told that currently under reviewing / call back on XX/XX/XXXX XX/XX/XXXX * Called XXXX / talked to rep. ( XXXX ) / I was told that all my accounts are closed, which the decision made by Chase XX/XX/XXXX * Visted Chase Bank near the company with **** XXXX. 
* Spoke to XXXX, he stated that he will follow up / also report & escalate to his manager XX/XX/XXXX * **** XXXX. was informed by XXXX that he is currently following up the issue XX/XX/XXXX * Sent email through Chase Secure Messages Center with explanation XX/XX/XXXX * Was told to contact XXXX / talked to rep. ( XXXX ) /  She said, Chase stated that they won't change the decision XX/XX/XXXX * Sent email through Chase Secure Messages Center to confirm that fraud record will be placed on my credit XX/XX/XXXX * was told to contact XXXX / talked to rep. ( XXXX ) /  She stated my credit will show accounts are closed by Chase without fraud record XX/XX/XXXX * spoke to Chase with Vice President XXXX and advised Chase bank will call her back. 


Employees 5 XX/XX/XXXX Test account Sale XX/XX/XXXX Received Account closed letter XX/XX/XXXX Contact Customer service XX/XX/XXXX credit risk department : XXXX / XXXX, they closed my acct. due to there were many high-volume transactions. They told me to do a review for 10 days. XXXXXX/XX/XXXX Paid off all the balance.

XX/XX/XXXX Sent Secure Message : Asking why he was account was closed.

XX/XX/XXXX Received a call from Chase Bank, credit risk department : XXXX XX/XX/XXXX Call back to Chase and spoke to XXXX now they mentioned they found out another reason due to test sales. Because of this reason, they are unable to reinstate my acct. back. 
XX/XX/XXXX Call back from XXXX, they cant do anything. Acct must be closed.

Company response to consumer: Closed with non-monetary relief