Consumer complaint received 2026-05-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO.
State: IL

Complaint narrative:
I am filing this complaint against JPMorgan Chase Bank, N.A. regarding material misrepresentations, deceptive business practices, failure to legally provide mandatory consumer disclosures, and systemic electronic fund access failures that resulted in actual financial damages totaling {$7500.00}. I am a XXXX veteran with documented memory-related cognitive limitations. To safely manage my finances and avoid the severe personal safety risks associated with handling large amounts of physical currency, I rely strictly on secure digital banking infrastructurespecifically mobile wallet functionality and electronic transfersas a necessary disability accommodation. On XX/XX/year>, approximately one and a half hours before the branch closed, I opened a checking account at the Chase XXXX XXXX XXXX. I explicitly informed the representative that I required immediate, reliable electronic access to my funds for scheduled international travel the following day ( XX/XX/XXXX ) because I could not safely carry physical currency. I was explicitly assured by Chase personnel that I would have immediate access to my deposited funds via mobile wallet functionality, electronic transfers, and ATM usage. These material representations directly induced me to open the account and deposit my funds. At the time of account opening, Chase personnel failed to provide me with any physical account disclosures, fee schedules, or account terms. In an explicit admission to me, a Chase Escalations Manager stated that the only electronic signature on file from my branch session was solely to verify that my personal information was correct. This constitutes a direct compliance failure by JPMorgan Chase. Under the Federal E-SIGN Act and Regulation DD, a financial institution can not legally substitute paper disclosures with electronic delivery without obtaining a separate, explicit, affirmative E-SIGN Consumer Consent Disclosure. Verifying identity or confirming that personal details are spelled correctly does not meet the legal threshold for electronic delivery consent. Because Chase failed to obtain valid electronic consent and failed to provide physical copies, they are in non-compliant violation of Regulation DD 's mandatory account-opening disclosure rules, leaving me completely unaware of hidden account holds or restrictions. Immediately after leaving the branch, I experienced a catastrophic, total access failure. Every digital channel failed : transfers to my external XXXX account were blocked, mobile wallet transactions were declined, and ATM withdrawals failed. Again I explicitly disclosed my status as a disabled veteran and detailed my memory-related cognitive limitations, reiterating that I could not safely handle or carry physical cash. Representatives stated that a flag existed on the account, but assured me they would contact XXXX to remove it and that the issue would resolve within approximately XXXX minutes in a brief phone call with the fraud department. I relied on this representation to my severe detriment ; the issue was not resolved, and the total electronic block remained. On XX/XX/year> ( the morning of my flight ), I returned to the XXXX XXXX XXXX. Chase personnel identified an alleged address mismatch with XXXX XXXX and stated it was completely corrected. A single {$20.00} test transaction processed successfully inside the branch. However, immediately upon leaving the branch, the systemic failures resumed. The mobile wallet failed, ATM access was declined, and transfers remained blocked. This proves the access barrier extended far beyond a simple mobile wallet sync issue. On XX/XX/year>, I received my physical debit card. No disclosures were included. I spent over three hours on multiple calls with Chase escalation teams. A representative on a 50-minute call explicitly stated that my card was " functioning properly '' and that they " saw no declined transactions. '' Yet, at approximately XXXX XXXX that same night, the physical card was systematically declined at an ATM. escalated this internally to the Chase Executive Office ( Case Reference : XXXX ). The final determination issued by reviewer " XXXX '' is a bad-faith, liability-shielding mischaracterization of events. Chases written response attempts to reduce this multi-day, multi-channel crisis to a routine " address mismatch. '' Their defense completely ignores the fact that the address was corrected on XX/XX/XXXX and that physical ATM and debit card declines continued days afterward. Furthermore, their response claims I " raised no concerns '' at account opening, disingenuously portraying me as dishonest ; I had no concerns to raise on XX/XX/XXXX because I had not yet attempted to use the non-functional product Chase marketed to me until only after banks closing hours. Neither was I aware that Chase does NOT HAVE A 24/hour customer service line. The fraud department is the only department 24 hours. As a direct result of Chases deceptive practices, electronic fund blockages, and total failure to accommodate my disability needs during a critical travel window, I suffered severe, measurable financial harm : 1. Travel Loss ( {$1700.00} ) : Because Chase completely froze access to my travel capital, I was forced to miss my scheduled international flight on XX/XX/year>. 2. Cash Loss ( {$5800.00} ) : Because Chase paralyzed all electronic channels and provided no alternative digital access bridge, I was forced into a highly vulnerable physical security position. To access my own money, I had to physically enter a branch and withdraw massive physical cash reserves, forcing me to handle large amounts of physical currency despite my cognitive limitations, which directly resulted in a subsequent physical cash loss of {$5800.00}. I possess corroborating audio recordings of Chase personnel and fraud supervisors admitting that I should have received physical disclosures, that this situation was highly unusual, and that they had " never seen anything like it. '' I advise the CFPB when looking into the matter to request phone recordings between myself and Chase staff to corroborate my affidavit. From XX/XX/year> - XX/XX/year>. These phone calls will also include conversations with Chases executive office.

Company response to consumer: Closed with explanation