Consumer complaint received 2025-02-26 00:00:00
Product: Checking or savings account — CD (Certificate of Deposit)
Issue: Closing an account — Company closed your account
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
I was requested to submit a IXXXX to escalate the problem of my CD being closed without my approval one month before maturity. I submitted the XXXX and never got a response. My local Chase branch, were I opened the CD, agreed that Chase 's Help Desk made a mistake and they also reviewed my XXXX before I submitted it. Below is my submission of the XXXX 
My Help Desk call with the agent and with the agent 's supervisor was one call and was recorded. Listening to this call will confirm the confusion that existed. 

XXXX XXXX XXXX XXXX XXXX XX/XX/year> This response describes the difficulty I had communicating with Chases help desk agent during a XXXX call on XX/XX/XXXXXXXX XXXX XXXX XXXX 

The purpose of the call was to clear my confusion with the CD maturity letter I received from Chase dated XX/XX/XXXX. The document stated that I had a XXXX grace period starting on XX/XX/XXXX to make changes. The document also stated that my CD will AUTOMATICALLY RENEW on XX/XX/year>. Those statements contradicted each other, so I thought it would be best to contact Chase to make sure Chase knew I absolutely did not want to renew my CD. 

When I finally got an agent, I referred to the document I received saying I did not want to renew my CD, which then started a back and forth dialog with the agent. I tried to assert that I didnt want to renew, and my frustration increased as I tried to communicate my desire while trying to understand what she was saying to me " she had a foreign accent that was difficult for me to understand '' At one point the agent said something like ok, your CD is closed and said a value which was less the value I was expecting. Trying to keep my emotions from exploding, I asked to be transferred to her supervisor. To her credit she promptly complied, I think she knew the difficulty we had communicating. 

The supervisor listened to my concerns and asked a few questions. She said shell review the situation and contact me. The next day I received a call from an unknown number, which I generally let go to voice mail, but no message was left " it turned out to be the supervisor who called to inform me that she listened to the phone call and decided on her own to escalate my problem and called to let me know that I'd soon get a response from Chase '' A day or two went by and not hearing from Chase I drove to my Chase branch office and got the awful news that my CD was closed before maturity without my approval! I remember having a hard time controlling my emotions, but the bank employee was calm and helpful. She told me she was going to ask her supervisor to escalate this issue for a review and have the phone call recording listened to. When she returned to me, she said that this issue was already escalated, and I will be contacted shortly. It was the Help Desk Supervisor that escalated this after she listened to the phone call or talked to the help desk agent that closed my CD.

It's important to note that I never left the call ; it was the same call I was on with the 1st agent and with the supervisor which caused this INXXXX to escalation to occur. 

This issue has been very difficult for my wife and I. Its not only the loss of ~ {$1000.00}, but the stress and anxiety, aggravation and loss of sleep this has caused us, along with the three trips so far to our Chase Branch office and writing this INFOPACH. 
XXXX XXXX END OF XXXX

Company response to consumer: Closed with monetary relief