Consumer complaint received 2025-12-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: JPMORGAN CHASE & CO.
State: IN

Complaint narrative:
I am submitting this complaint regarding several issues involving my Chase XXXX XXXX credit card and my previous joint checking account with Chase. I have been a Chase XXXX cardholder for over 10 years with no issues prior to these events. 

Recently, Chase closed a joint checking account that my sons mother and I used solely for daycare expenses. I did not receive any notice that the account was being closed ; the only communication was sent to my sons mother. When I contacted Chase, I was not provided with a reason for the closure. 

For additional context, the joint checking account that Chase closed without notice was used exclusively to pay for our sons daycare. For nearly two years, both account holders deposited predictable monthly amounts and made consistent daycare payments without any issuesno overdrafts, no unusual activity, and no disputes. The sudden and unexplained closure of this account directly jeopardized our ability to pay for essential childcare services. Daycare is not optional ; disruptions in payment can have serious consequences for our family, including potential loss of childcare, work interruptions, and significant strain on our daily lives. 

At this same time, Chase locked me out of my entire online account profile, which prevented me from accessing not only the closed checking account, but also my XXXX credit card account. My credit card was also locked without any explanation. I received no advance communication regarding any of these restrictions. I was unable to log in, view statements, review balances, or verify my XXXX settings. 

When I first called Chase regarding this issue, I was informed by a representative that my XXXX  for the XXXX card was set up on XXXX and that I had no payment due for XXXX because I had already paid early. Despite this, while my account was locked and inaccessible, Chase attempted to withdraw my full credit card balance twice from my external checking account at XXXX XXXX XXXX XXXX, which I had only authorized for minimum-payment AutoPay. These full-balance ACH attempts were not authorized by me and exceeded the payment settings confirmed by Chase.

After nearly two hours of repeated calls to Chase, I was routed through what was clearly an international call center. I was transferred approximately fifteen times, hung up on three times, and received conflicting information from multiple representatives, many of whom stated that my account was locked due to fraud but also said they were unable to assist or provide any details. Each time I attempted to obtain clarification, the call was either disconnected or I was transferred again without resolution. Eventually, a different agent stated, I dont know why your accounts are locked, I will unlock them, and immediately restored both my online access and my credit card access. No explanation was provided, and there was no continuity or consistency between any of the agents I spoke with. 

When I finally regained access to my account, I discovered that my XXXX setting had been changed from minimum payment due to statement balance without my authorization. At no point was I informed that this change had been made, and I could not have made or reviewed any changes due to being locked out during the period in which the unauthorized ACH attempts occurred. 

At present : Chase has not provided any explanation for locking my credit card Chase has not provided any explanation for locking my online profile Chase has not provided any explanation for why XXXX was changed Chase has not explained why full-balance withdrawals were attempted Chase has not explained why the joint checking account was closed I am concerned that Chase may have violated requirements under Regulation E ( unauthorized electronic fund transfers ), Regulation Z ( access to credit card account information and disclosures ), and NACHA rules ( recurring ACH debits must match the original authorization ). I am also concerned about the lack of notice regarding the credit card lockout, the online account lockout, and the payment-setting change. 

I also want to note that in response to my initial OCC complaint regarding the joint checking account closure, Chase provided a written response stating : We respectfully decline to provide further information about your account closure. This refusal to provide any explanation makes it impossible for me to understand the basis for their actions or to verify whether proper procedures were followed. While I understand that certain internal reviews may have confidentiality components, this statement does not address or justify the related issues involving my credit card lockout, online access restriction, unauthorized XXXX modification, or the full-balance ACH attempts. I am requesting CFPB assistance because Chase has declined to provide any clarity regarding these actions. 

I respectfully request CFPB assistance obtaining : A written explanation for why my online access and XXXX credit card were locked A written explanation for why full-balance ACH withdrawals were attempted Documentation of my original AutoPay authorization and any changes made to it A written explanation for why my joint checking account was closed Assurance that no unauthorized XXXX modifications or withdrawals will occur in the future Confirmation that these events will not negatively affect my credit standing I appreciate your assistance and your help in obtaining clarity from Chase. Thank you.

Company response to consumer: Closed with explanation