Consumer complaint received 2025-03-08 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: CA

Complaint narrative:
A temporary hold was put on the card, was told by fraud dept to go into the branch so they can change the phone number on the account so I could be verified over the phone due to the fact i dont uave access to the current phone number linked to the account. Went into the branch with my son who has p.o.a. over me because I have XXXX XXXX, the branch manager saw there were a lot of transactions made within a short amount of time and it started to ask me questions regarding my account and the transactions that were made even though my son explained the condition I have and it affecting my memory and that was why my son was with me to answer any questions needed and my son presented the p.o.a. and the manager ignored it and continued to ask me questions I tried to answer but my son knew my answers weren't accurate and did correct me a couple times and then the manager accused him of not letting me answer the questions which is completely untrue, and the manager told me he has to make sure that nobody is taking advantage of me. I told him oh-no, no way. My son got offended by that comment and the manager noticed and told him that was a red flag he got offended by that. Then the manager told us there was nothing he could do as far as the hold being on the account, so we left and called the fraud detection dept again and told them what we were told, they said the manager needed to call them because he put a hold on the account. So we rushed back to the branch made it with 5 min to spare. The manager tried his hardest to not help us told my son there is only 5 min before they close. My son wouldn't take that answer and the manager noticed it wasn't going to be that easy to shoo is away. So he then proceeded to pretend to help, he looked up my account and said there was no new notes made on the account so he could not call the fraud dept. My son started to pull up the fraud dept phone number on his phone the manager told him he can not talk on my son 's phone to the fraud dept, my son explained he was only going to give the phone number to him, the manager then said " I'm not going to call, I'm not going to do it ''. We were shocked by the lack of care or help by him and it was obvious he had formed an personal bias against my son assuming he was taking advantage of me or something along the lines of that. Which is completely false. My son explained we had driven XXXX miles to get there and that the managers decision is really messing with our livelihood, we didn't have gas money to get home. Just before this the manager told us we could not make any types of action on the account with a hold on it the hold would have to be lifted before we could, withdraw any money by any means even cashiers check, we could not close the account..etc. then after my son told him we had no gas money he proceeds to tell us he has he power to override the hold and give us {$100.00} for gas.. that blew our mind he has the power to override it but only to give us {$100.00}. So we left very upset with our experience at this branch, in the parking lot we called the fraud dept back and explained the manager told us there were no new notes on the account and that he claimed he didn't know the fraud depts number and then that he told us he wasn't going to call. They said there was nothing they could do the hold was made by the manager and he has to call them before they can lift the hold.. so the managers actions to refuse to help us and lying to our face about the hold has put us in a bind, not only did we have no gas to get home but I needed to get my meds, we needed groceries and we have a vehicle at the tow yard that has been costing {$70.00} a day and we had plans to get it out that day. It was a Friday and now we have to wait until monday to see what happens from here. I will add that this account had just been opened, I opened it and deposited a check from the state of XXXX  for {$35000.00} and change. My son handled all of it with the banker who opened the account due to my illness. He has handled all my finances for the last XXXX  years and has a durable P.O.A. to due so. We have been waiting for XXXX  months for that check from the state and have been struggling financially waiting, we had made a list of needs for the home that we planned on buying when the check cleared, which included auto parts, auto body parts both for XXXX separate vehicles that we need to fix as well as a list of hardware supplies and building materials due to our house needing to be fixed up, we had debts owed to a few separate individuals XXXX who worked on our house XXXX months ago and has been waiting for payment. The high number of transactions were made because we needed to buy so much to get caught up and start obtaining the described items to start to work on the house and the vehicles, most of the transactions were made on XXXX and XXXX  and were under {$10.00}. The other transactions were made to XXXX car insurance and the XXXX  XXXX for getting updated car registration. In no way were they unauthorized by me, we also checked the banks policy to make sure they did not have a daily transaction amount policy which they did not. The managers actions were wreckers and biased. He instantly put my and my sons situation into a stereotyped box and accused my son of basically elder abuse, then denied it when called out for it by my son, then admitted it after my son said " no you did say that '' the manager then said " you're right, I did say that ''. It's has caused use financial hardship, put us in a tight spot, emotional stress and it was all because of his opinion which was completely wrong. This was at Chase bank in XXXX XXXXXXXX XXXX XXXXXXXX, the branch off of XXXX XXXX XXXX On Friday XX/XX/year>. The resolution were looking for is for the manager to be fired ideally. Then the employees to be re-trained on how to handle similar situations. We have an appointment to speak with a lawyer on monday, depending on if the lawyer thinks we have a valid claim we plan on pushing forward to sue the bank for defamation and breach of contract or whatever the lawyer tells us we have here with this situation. We plan on escalating the complaint with Chase bank. We will not let this go away, I've never in my life experienced anything like this.

Company response to consumer: Closed with explanation