Consumer complaint received 2024-09-18
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: JPMORGAN CHASE & CO. (CO)

On XX/XX/XXXX we took out a loan to help pay for our son 's college tuition. That money was deposited via direct deposit into our checking account. The bank we took out the loan with is an FDIC bank headquartered in XXXX. We found this bank through our credit report agency. On XX/XX/XXXX our main bank debit cards were declining for small amounts at a gas station. We called our bank to find out why and we were told the account was placed in restriction and that we should go to a bank because the account was being closed. We went to a local bank and the person on duty ( because there was no manager ) called " the back office '' who told her that we were considered high risk and that our account would be closed in 10 days on the XXXX of XXXX and that a check for the amount in our account would be sent to us, but that we could go to another branch and see if the bank manager would allow us to take our money out and that only a bank manager could do so. We went to another branch and we were told that it was not possible to do that because the " the back office '' was investigating us. No one could tell us what we were being investigated for. We called the customer complaints department to try and figure out why we were being treated so poorly and why we couldn't get our money and again, we were told that there was nothing they could do until the " investigation '' was done. So we waited. On XX/XX/XXXX, the account showed as closed on the website. There was exactly {$17000.00} at that time. We waited for the check to arrive as we were told and it did not. After a week, we called the company again. The first person we spoke to told us that the check had been mailed on the date of account closure and that we just needed to wait a few more days because of the XXXX XXXX holiday. We called back again after a few days and the second person told us that the check had been mailed out on XXXX XXXX. We waited a few more days and called again on XX/XX/year>. This time we got a sympathetic person who told us that they would investigate it themselves. He called us back a few hours and told us that he found out from " the back office '' that our check was never actually mailed ( they lied twice ) and that the money was being held because they were investigating. We still have no idea what it is they are investigating because they have not told us anything. We took it upon ourselves to call the bank that we took the loan out with to ensure that there was no issues on that end since it's the only thing we can think of that has changed in all our years banking with this particular bank. They show nothing in their system, but informed us that it is against the law for the bank to hold our funds without cause or producing evidence of any sort for this " investigation ' because they have 35 days to produce one or the other. So we called the bank back again today, XXXX XXXX to try and get information again. We were told that yes, there is some sort of investigation and that it's not illegal for them to hold our money. We have been given the run around for over a month now with no cause and we've done nothing wrong to be investigated for. The money that was in that account is supposed to be used to pay our son 's college tuition and we've now had to use credit cards and pay high interest on things that should have never happened. We've been on the phone over a dozen times and visited the bank 3 times. This company doesn't care about their customers and my assumption is that some sort of computer algorithm that says we are high risk and it's sad that no one cares. This will end up costing us more money in the long term and they don't care. There has been no known fraud on our end and if they'd just ask us what they need, we'd be an open book. We've also had to start paying on the original loan, which is terrible because we don't even have most of the money we took out. That is costing us another {$980.00}. We are at our wits end and ready to spend even more money to get an attorney to help us.