Consumer complaint received 2025-05-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: FL

Complaint narrative:
On XXXX XX/XX/year> I accidentally transferred funds from selling stock in my XXXX investment account to an old, inactive Chase account due to the account not being labeled properly. I paid extra to have the money transferred instantly. I checked my XXXX checking account and the funds were not there, so I looked at the Robinhood account again and could barely figure out what account the funds were sent to. There was only the accounts last XXXX digits in the description, no bank name. I searched the XXXX digits in my email and came up with an old Chase checking account statement, XXXX I thought had been closed. It had been 5 years since I opened the account, no longer had the debit card, and was unable to login to the account because the account was locked. I contacted XXXX customer service to try to initiate a reversal, but they told me the funds had already been released to Chase bank. They told me to contact Chase. I had such an horrible experience just getting into my account, no matter what information I gave ( including my full SSN, phone numbers, addresses, emails, pictures of my drivers license ) they were not able to verify my identity and if you get a question wrong XXXX time, they will tell you to call back in XXXX hrs. XXXX ex military, so I have move a significant amount of times and had different phone numbers and addresses at every overseas duty station I was at, so it was nearly impossible for me to figure out which address or phone number was on this old account without being able to login to my account. The Chase reps kept suggesting I physically go into a branch with my ID to recover my account in person. This is also not possible as I am living overseas in XXXX XXXX and there are no Chase Bank branches in the country. After calling XXXX times and getting nowhere with customer service or the escalations team, I deleted and redownloaded the Chase app and uploaded a photo of my drivers license and finally gained access to my online account. It would not allow me to update any of my profile info. It also would not allow me to initiate a transfer of my money from my Chase account in my name, to my XXXX account in my name, neither via XXXX nor a regular bank transfer. But I was able to get the full account number and address used on the account to finally get somewhere with customer service. It kept locking me out of my account for suspicious activity. 

On XXXX XX/XX/year> I spent the XXXX day on the phone with various Chase Customer service representatives. XXXX locked out of my account, being denied help due to identity verification reasons, and being denied that my account was even open ( why was money accepted via transfer to a closed account? ), being told to call back again later, being hung up on, I asked for the Chase XXXX XXXX phone number and was denied. XXXX rep told me to call the international number and accept ownership for my account to reactivate it, so I did. The phone prompt told me my account was active. I again tried to initiate the transfer, but the transfer was put on hold due to unusual activity I called customer service yet again and was told that the transfer was approved and would be in my account by XXXX XX/XX/year>. This was much longer than I was able to wait for these funds at this point, but what choice did I have? 

On XXXX XX/XX/year>, I woke up to an email saying my transfer was not completed due to a problem with my account. At this point I was beyond livid. Why is my money being held XXXX by this bank? Why is a transfer of my funds being accepted by a closed/inactive bank account instead of rejected/reversed, then XXXX not able to withdraw the funds on the same day or transfer them from a bank account in my own name to another external bank account in my own name. I contacted customer service yet again, and was told that it was because my account was closed when I had just reactivated it as instructed the day before and initiated the transfer the same day. This is unacceptable. I have scheduled a telephone meeting with Chase XXXX XXXX on XXXX XX/XX/year>, but the way that things have gone up until now and it has been a full week of me trying to access my funds in this account I am not hopeful that meeting will be successful either. I want to submit a formal complaint and insist that my money be returned to my Robinhood account, or my account be unlocked so that I can electronically transfer my money to my active XXXX checking account, which is already added to my Chase account. No I can not accept a check because we can not send/receive mail in XXXX XXXX XXXX I can not submit forms or requests in writing. It is 2025, if the transfer was accepted into the bank account electronically, then it should be able to be subsequently transferred back out electronically. 

Because of this bank withholding my money from me for a whole week, I have been charged multiple late fees and NSF fees from the XXXX account I attempted to transfer to, costing me over {$120.00} in fees and wasting a {$30.00} instant transfer fee because I was attempting to get my money right away to pay my bills that were due. Im in a XXXX XXXX with a XXXX XXXX without a way to access my own money to buy groceries and things that we need to survive. This should never have been this complicated. Ive hit XXXX XXXX block known to man just trying to do a simple money transfer and its put me in a significant financial hardship. This should absolutely be illegal.

Company response to consumer: Closed with explanation