Consumer complaint received 2024-01-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
Complaint against Chase. 
On XX/XX/XXXX I received an email from Chase stating my account was overdrawn. I immediately called and they told me that my account was locked due to suspicious activity they did not explain why but now my account was showing negative. Which I did not understand why if I had just received my direct deposit from US Treasurey. They told me the account was being investigated, and that I would receive a letter in the mail explaining everything, once it was taken care of the account will be officially closed and any remaining balance will be mailed to me. Then I called the XXXX XXXX XXXX to give them my new bank information so that they wouldn't send my next payment in XXXX to Chase. The representative I spoke with advised me my information was updated and that there shouldn't be a problem. The following day XX/XX/XXXX I received an email from Chase saying that there was a notice/letter sent to my online account. I called soon after because of the account being locked I can't log-in. Then they told me that my account will be closed within XXXX business days. On or around XX/XX/XXXX I called but the account was still active and told me the same thing. The following month XX/XX/XXXX when I usually get my deposit I noticed only XXXX deposit was made to my new bank account I only received my XXXX  not mine. I called XXXX they did advise me that only XXXX check was sent to the new account and the other to my old Chase account the agent said it must of been a glitch in there system when they updated both accounts. So the agent told me to call Chase and ask them to return the deposit back to US Treasurey so that once they were to receive it they can send it to the correct account. I called Chase soon after and talked to XXXX my account was no longer showing negative they had returned the amount remaining from XXXX and the new deposit from XXXX but he said he would put a return for it to be sent back to US Treasurey and said it would take XXXX business days, provided me with a confirmation number. I wanted it returned to US Treasurey because even though it was showing I had the money available in my account it was still restricted, and I also asked him if I could get an update on when the closure for the account now was he said XX/XX/XXXX. The next day XX/XX/XXXX I called Chase to get an update if the return was sent back. The person on the line told me it was returned that morning. I called XXXX and the agent XXXX I believe was her name said the US Treasurey hadn't received the deposit back but that she will put a claim with Chase to return the deposit so she can issue it to the correct bank account, told me to call back the following day which was Friday or Monday. When Monday came around I called XXXX back and they still had not received the deposit back, so I called Chase again they told me they still had the deposit and that once the account was closed they will send me a Cashier 's check via mail. The exact same thing like the month before. Then on XX/XX/XXXX I received a letter in the mail from Dept of the Treasury stating they still had not received the deposit back and that Chase still had it. It is now XX/XX/XXXX and because of them not closing the account when they first told me in XXXX I haven't been able to pay my rent my XXXX was disconnected we were lucky they gave us an extension until next month. I had to cancel and reschedule my doctor 's appointment because I didn't have money to pay my share of cost. I had to ask family members and friends for money just to get my XXXX medication and home necessities, knowing I was not going to be able to enjoy XXXX with our XXXX  was just horrible. So I asked Chase again when my account will be officially closed and when to expect my check as I am in desperate need to pay bills and buy household items XXXX XXXX said that they now had until the end of the month to close the account even though I explained to her that I had been being told this since XXXX and keep getting different dates and just keeps prolonging.

Company response to consumer: Closed with explanation