Consumer complaint received 2025-07-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: JPMORGAN CHASE & CO.
State: FL

Complaint narrative:
Dear JPMorgan Chase Team, I am writing to formally express my frustration and confusion regarding the repeated and unjustified closures of my Chase checking account, despite my full compliance, identity theft filings, and multiple confirmations that the issue had been resolved. 

On Thursday XX/XX/year>, I visited a Chase branch for the first time ever to open a personal checking account. During the account opening process, a red alert appeared due to previous accounts fraudulently opened in my name. I immediately informed branch staff that I had fil

ed four identity theft claims with Chase to dispute these accounts, and was told those cases had been resolved in my favor, with confirmation that I was not responsible for the accounts in question. I was assured that the related records would be removed from ChexSystems and from Chases internal systems. After calling and speaking with four different departments on Friday, the fraud alert was removed, and I was finally able to open my account successfully. I received full online access, updated my direct deposit, and
even used XXXX to receive funds from my mother to pay for a prescription. 

However, XXXX XX/XX/year> at XXXXXXXX XXXX, I received a notification that my account had been closed. I immediately contacted Chase, thinking this was related to the XXXX transaction. I was instead told that Chase was closing my account due to a business decision, and that I was permanently restricted from opening accounts with the bank. I escalated the matter to multiple departments, including Chargebacks, who confirmed that the fraudulent accounts ( ending in XXXX and XXXX ) had been properly resolved as identity theft cases. 

Despite this, the fraud department refused to reverse the decision. When I asked for a supervisor, I was met with unprofessionalismshe repeatedly interrupted me, refused to listen, and ultimately hung up on me without provocation. 

Eventually, I spoke to another supervisor who actually took time to listen and investigate the matter. After reviewing everything, he confirmed my account was reopened, the restriction lifted, and stated that the issue was due to a disconnect between fraud, chargebacks, and back office, and that it was officially resolved and would never happen again. I regained access to my account, restored my direct deposit, and felt confident that the issue was finally behind me. 

To my shock, just two hours later, I received another notification that my account was again restricted and closed. I was told the decision came from someone higher up in the back office, without any clarity on why or how this happened after I had just received verbal and system-level confirmation that my account was active and safe. 

This has caused significant disruption to my finances : My XXXX XXXX account was locked due to XXXX number conflicts caused by this situation. 
My direct deposit was rerouted unexpectedly. 
I have no access to my funds, despite following every step Chase asked me to take. 
Ive spent hours on the phoneover 1 hour and 37 minutes on one call alonewhile trying to work a full-time job, and I now feel completely dismissed. 

zed for identity theft that I did not commit and that I have already proven was not my responsibility. It is unacceptable that after receiving confirmation from your own supervisors, I was misled into thinking this issue was resolvedonly to have my account closed again with no warning and no clear explanation. 

I am formally requesting the following : 1. Immediate reinstatement of my Chase account and restoration of full access.

2. A written explanation of why the account was reopened and then closed again within hours, despite a supervisors assurance it would never happen again.

3. Clarification of who overrode the supervisors decision and why. 
XXXX. Confirmation that this situation will not affect my XXXX  report, credit report, or future banking options. 
XXXX. A formal investigation into the miscommunication between fraud, chargebacks, and the back office, including a review of the call recordings referenced in this complaint. 

If Chase did not wish to allow me to bank with your institution, that decision should have been made before I was allowed to open an account, switch over my direct deposit, and link my XXXX. To allow me to do all of that only to shut everything down again without accountability is deeply harmful and inappropriate. 

I expect a prompt and transparent resolution. Please respond in writing within XXXX business days of receipt of this letter.I have done everything in my power to clear my name, comply with Chases procedures, and act in good faith. I feel I am being penali

Company response to consumer: Closed with explanation