Consumer complaint received 2023-12-20
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: JPMORGAN CHASE & CO. (IL)

Chase has caused me sever emotional distress to the point where I had to check in at the XXXX XXXX today. I have been experiencing a XXXX XXXX I left XXXX to visit LA. I had called the bank to file disputes on some charges for some refunds I am entitled to and Im supposed to get which never arrived. Me and my partner XXXX who I have this account together with, are in LA. My card had been closed cause of the claims and I was issued a new card which was shipped to my address that I dont live in anymore despiste me updating the mailing address at the branch. I was trying to use my digital card to place a food order it declined. I called the fraud department and they said the card has been locked due to suspicious activity ( mind you its a XXXX charge ) and I cant verify you over the phone youll have to go to the branch tomorrow morning. Im like okay thats fine. I went back to the branch to unlock my digital card and I asked if they can expedite me a new card to my hotel so that I can live and function since this is my account I use for work as well. 

While I was at the branch, I spoke to a rep there for 1 hour she called the back office to unlock my card which they did and she made sure everything was good in my account and Im good to go. I went to grab lunch my card was active again and I was able to purchase food. I walked over to a different store to grab some vitamins, I was trying to transfer money from my savings into my checking, the app wouldnt allow me to transfer any funds from both ends. It wasnt working for me or my partner either who was there with me. I called costumer service AGAIN, she said your account has been restricted by the back office and its asking that you go to back to the branch and we apologize cause you did mention you were just there. Im like okay Ill go back to the branch. I went back to the branch I spoke to the same rep XXXX XXXX and she called the back office to see why my account is restricted when she just asssured me that everything is good. 

The gentleman from that back office asked to speak to me and asked me a bunch of security questions about my past addresses to verify me even though I was present at the branch with an ID, PASSPORT, SOCIAL and other debit cards I have with other banks. He proceeded to ask me if I remember filing disputes on my account for some charges, which I gave him a full explanation that yes I did file disputes cause Im entitled to file them for refunds Im entitled to. He said let me check all the information I wan na make sure that we are not removing the restriction prematurely. He put me on hold and came back told me that my account will remain restricted until the claims are settled and you can not withdraw, use or make any activity on the account until then. Im stuck in LA with no access to my funds. 

Yesterday when my bank was restricted I had {$300.00} on my savings and I had {$9.00} usd on my checking, I had no access to it the entire day so no activity was made on the account from either of our accounts. Today this morning, I woke up and logged in to check what the status is of all of this restriction situation or if I see any new letters my balance has updated to this : - XXXX negative and no transaction documented on the actual account as to where this balance came from. And our savings went from {$300.00} to {$800.00} overnight while we were asleep and we didnt have access to any changes on the account everything was restricted including payments coming in. I called costumer service right away after seeing this, I was told that they dont know either and i got transferred to 4 different departments who couldnt give me any answers as to whats happening with our accounts and the balance changes when we dont have access to any function on the accounts. 

Restricting an account, not giving me any answers to whats happening with all of these constant balance changes but no transaction history when we dont even have access to it its just insane and we/me and my partner have both been extremely distressed by this situation and my partner has had this account for years I joined his accounts when we moved in together. 

We are in LA still and stuck with no access to our account. Chase wont provide any help neither any helpful information besides to wait. I have been crying all day I dont know what to do and I dont know what steps to take. This is just a bizarre situation. Blocking our entire account cause of disputes that Im entitled to file for payments that were supposed to be returned to me is bizarre to me especially when I cant even access our funds. 


Im truly devastated and depressed from this especially being on another state. I feel like a crazy person checking chase mobile every 2 seconds to see if they have unblocked our account. Im stressed the account was brought from XXXX yesterday ( the account was restricted the entire day yesterday as well according to chase no activity was allowed and we certainly didnt have access to any features on the account ), today the account is still restricted however this morning the account has been overdrawn by XXXX usd which will cause of overdraft fees. Theres no transaction history on the account since yesterday that could explain this negative balance, no transaction to explain as to why this negative balance appeared magically. An additional of {$500.00} usd was added to my savings which made it {$800.00} and no transactions listed since yesterday morning on that either that can explain where this {$500.00} came from. We are confused, angry and very frustrated to say the least. We did not overdraft this account. And no one on the phone can explain why its over drafted they also didnt see any transactions on their end. I have documented every time I have logged in on Chase mobile and Chase records phone calls they can simply listen to every phone call we have made to them.