Consumer complaint received 2025-06-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: JPMORGAN CHASE & CO.
State: DC

Complaint narrative:
Summer of XXXX, I was a victim of a XXXX XXXX. I was both XXXX XXXX XXXX XXXX by a stranger, and ended up with a broken phone and severe health issues- including an unwanted XXXX as a result. A few weeks after I learned that my card was also stolen during this time as I learned my account was restricted for fraudulent activity. 

Upon arriving at the Chase branch located at XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, MD XXXX. I do not recall the XXXXomans name but she was short and XXXX- I explained to her that I could not access my Chase app from my partners phone and asked her what fraudulent things have happened on my account, because I was sure it was a mistake ( at this time ). After sitting with her we were able to pinpoint the areas of fraud. She printed me out a record of my bank statement to have for my records. After this conversation and crying hysterically at the branch because I was forced to relive my trauma while explaining why I hadnt realized my card was missing ( I felt I was being victim blamed ), I was reassured consistently that even though I wasnt able to take the money out at the branch at that moment, I would receive a check in the mail with my remaining balance. 

During the duration on waiting for my check that I was promised, I was still pregnant and not able to receive the care I needed as a result of them holding my funds AND I was made homeless due to my inability to pay my bills in a timely manner- the funds never arrived! 

After a recent conversation with Chase around why the remaining funds from my college refund check ( stored in my recently closed Chase saving account ) was being held for a risk review ( it was just brought to my attention XX/XX/XXXX - almost an entire year later after the checking account being closed ) I was told that that the fraudulent activity that happened on my closed checking account that I was NOT RESPONSIBLE FOR is likely what is causing the hold up with my receiving my funds from my college refund check that was left in my savings account. 

Despite my trying to gain clarity around the situation and reiterating repeatedly that I had brought police paperwork and evidence of my reporting the issue to the bank last year, Chase customer service was not trying to help me in dealing with the fact that I am now being held responsible/ penalized for debt I DID NOT INCUR. 

This issue is just now coming to my knowledge because I was not aware of the extent of the fraud that was done on my account and was never notified about what happened after the closing of the account. I only know about this issue now because Chase closed my savings account XX/XX/XXXX without prior notice and have withheld the funds to this day. I had to called back over 4 times to receive even this information. My initial call they did not let me know why my savings account was closed despite there being no fraudulent activity. From my understanding of the last call with Chase, due to someone elses PROVEN fraudulent activity on an account that was closed last year, they are withholding and planning on taking funds from another account that they have recently decided to close. 

My issue with this is as follows : 1 ) I shouldnt be held responsible for a crime I did not commit. I live in the XXXX ( was living in Maryland at the time and currently live in XXXX ) and the transactions on my account were taking place at various locations in XXXX, XXXX ( a place I have only really been once in my lifetime ). During the dates of these transactions, I was in the DMV area chaperoning a high school field trip to the XXXX XXXX History Museum and other various monuments. 

2 ) The account was closed a year ago and I had no notice of there being an issue/debt that I owe to the treasury dept ( I dont even know what that is or what it means ). Why is there no notice or notification of updates with accounts. Similarly with my savings account that remained open even after the checking account was closed, why was my account magically closed without any real reason. The check was confirmed that it belonged to me from my college- yet they were still holding my money. 

3 ) I was a contracted federal worker until recently ( due to the executive orders ) I have been relying on my savings and the one last contract I have to support myself during this trying time. Not having access to those savings for a month has led me to have severe health issues, almost go XXXX, and miss very important health appointments. At each call I have explained that holding my money is negatively impacting my mental, physical, and emotional health and most times I have been met with very little empathy- with the last customer service agent YELLING at me for simply trying to ask questions around who I can speak to to make sure I am not held responsible for the old checking account. It seems like an Intentional Infliction of Emotional Damage on the part of Chase for me to have to repeatedly rehash my trauma in the first place. 

I am just one girl, I am XXXX recently graduated XXXXXXXX XXXX a month ago and in the process of trying to go to law school. I work in XXXX XXXX policy and have always been someone who tries to do good in this world. It is horrible to be such a good person but be treated so horribly by this institution. Chase has caused me severe trauma last summer and I refuse for it to happen again. I have no real income coming in and really need access to my money they have withheld ( approx {$3500.00} ) for health reasons and for my basic survival. I have no family to support me and have to relocate soon due to my lease ending. This is completely unfair and has caused a huge lack of trust in banks and banking systems for me. Secondly- and most importantly- I need to know the correct avenues to trace down this debt I apparently owe, as I do not have an amount nor does it show on any credit reports Ive checked. I do not want to start off my adult life with debt- especially when I have worked SO hard for every dollar I made throughout XXXX. The money Chase is not returning is money from a government loan for college ; thus them not giving it to me is making me have to pay back T

WO debts ( one I never incurred and one that was stolen from me by Chase ). This is completely unacceptable and disheartening when I know and have evidence that I was a victim of a crime.

Below I have attached documents of : 1 ) the areas of fraud detected at the Chase branch in XXXX of XXXX ( showing they were in XXXX .. and very clearly fraudulent in nature ) -additionally I would imagine that each atm has a camera so it should be easy to discern who did this so justice can adequately be served.

2 ) I have attached photos of those same days proving I was in dc and remained in dc throughout the time this was happening. 

3 ) I have attached the emailed receipt from XXXX when I received a new phone ( because Chase tried to make the argument that I had the power to track these charges on my phone, however I did not have a working phone at the time. I went 2-3 weeks without a properly working phone the phone had sever glitch issues in which it would tap/ respond to things on its own and I couldnt see majority of the screen due to physical damage. I would log into my accounts on my partners phone or use a computer instead. This receipt further proves my location during that week. I was in DC while all of this illegal activity was happening.

4 ) any proof from my college showing the reflected amount that was deposited into my savings account ( the money I am asking to receive from my recently closed account ) was intended for me and matches the amount that arrived in the account.

5 ) redacted police reports

Company response to consumer: Closed with explanation