Consumer complaint received 2021-07-03
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: JPMORGAN CHASE & CO. (CA)

Complaint:
To Whom It May Concern : I am a XXXX-year-old senior with multiple XXXX. Back in XX/XX/XXXX, I opened a checking account at a Chase JPMorgan Branch in the heart of XXXX XXXX, CA. They took my documents, copied them, and opened the checking account without any issues whatsoever. Fast forward to almost 5 years later, during the Fall of XXXX, I deposited inside the account a $ XXXX check. The check cleared with no issues and was normally deposited through the ATM. At that point, as soon as the funds were available, I needed to send the money to my family, specifically my own daughter, so she could help me with managing several medical expenses and surgeries I had to undergo outside the US. Merely because in the previous 5 years I have never done an online wire transfer before, Chase JPMorgan unilaterally decided that it was a " suspicious '' transaction, so they blocked the wire that never went through, they shut down my daughter 's Chase account permanently and they also froze and block my own Chase account since the Fall of XXXX. Since then, infinite complaints have been filed because as a senior with XXXX, I am unable to physically walk into a branch to " verify my identity in person '' and unlock the account. Chase has knowns for years and still knows but they don't seem to care, at all. They have refused for the past 3 years every single type of resolution that I have proposed. They have rejected a notarized power of attorney in my daughter 's name, they have rejected setting up a remote identity verification and they won't even accept IDs and/or any other way to verify my identity without walking in person into a branch, even though my identity was never an issue for 5 years and even they admittedly locked my account exclusively due to the attempted wire transfer only, not because fraud was detected, not because any other suspicious activity was alerted, not because my actual identity was ever in questions. My debit card was never stolen and also my online credentials were never, ever, compromised at any point. Every time I log into my checking account Chase tells me to call them to unblock the account, but when I do, they hang up and claim they will not communicate with me any longer about the issue which they consider " resolved '' since they believe that is legal for them to keep all my money, indefinitely, to their own disposal, unless I physically walk into a branch in the US, which they perfectly know I won't be able to, due to immigration restrictions, my XXXX, and my financial and health struggles. They also refused to allow me to go into a branch that would be closer to me where I am undergoing medical treatments since they also do know that I have been outside the US to take care of my health. Especially during the pandemic, it was the hardest thing to not being able to access my own money and dispose of it as needed, especially since it was needed to take care of health-related issues and much more. The account has been blocked with almost $ XXXX inside it since the Fall of XXXX. Chase has been enjoying my money while they keep on insisting that they will not release my funds nor unblock my access to the account online unless I show up in person in a branch in the US, even though my identity was never an issue for many years and even though making a wire transfer isn't a crime and isn't a suspicious activity per se only because it was the " first one '' ever made during my account history, therefore too " unusual '' not to be suspicious. That is pure speculation and it can not be enough to keep my money until the day I die. Chase has been taking full advantage of the situation and has been discriminating and retaliating against me and my entire family. Even if Chase immediately releases my money, which they won't anyway, 3 years later is not going to be good enough anymore since, at this point, I need damages for everything they put me through. Foreigners aren't even allowed in the US since the pandemic started and Chase knows extremely well from my documents that I am not a US citizen yet, so, how can they possibly demand that I travel to the US in order to unblock my own money? It doesn't seem real what they have been able to do in the past 3 years without any concern and without any remorse. They now even told me on the phone that they won't communicate with me, ever again, that I am not allowed to call ever again, and that they consider the matter closed so they won't respond to any other communication from me regarding the matter and that they plan on keeping my money indefinetely. They also refused to set up any type of mediation and/or arbitration and they candidly told me that I need to pay for a lawyer if I want anything to change, except they also do know that I can not afford one since they have been holding hostage all my money, the savings of an entire lifetime of an entire family and they know it, and they have known for the past 3 years now. We need help with not only unlocking my account but also with getting the proper relief for what Chase has put us through, especially since I am a senior with multiple XXXX and they know it but they couldn't care less.

Company response to consumer: Closed with explanation