Consumer complaint received 2025-04-23 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: JPMORGAN CHASE & CO.
State: GA

Complaint narrative:
I am submitting this formal complaint against JPMorgan Chase & Co. regarding a deeply concerning and harmful series of actions taken against me as a longstanding customer. Without my consent or proper notice, Chase closed my credit card account after I reported fraudulent activity, and subsequently locked me out of my entire online banking profile. This did not just affect the closed credit card accountit also completely cut off my access to my active checking, savings, and investment ( stock ) accounts. As a result, I have been rendered unable to manage my personal finances, pay bills, transfer funds, or even monitor account activity, placing me in an impossible situation through no fault of my own. 

The issue began in XX/XX/2024, when I identified and reported unauthorized transactions on my Chase credit card. I followed all proper procedures and communicated with Chase as instructed. Despite my prompt response and full cooperation, Chase proceeded to close my credit card account without any explanation or prior warning. Soon after, I discovered that I had also been locked out of my online profile entirely. This means I can not log in to view or access not only the closed account, but also my operational checking, savings, and investment accountsessential resources I rely on for my financial well-being. I am unable to view balances, download statements, make transfers, or submit paymentsincluding payments toward the very credit account they closed and are now reporting as delinquent. 

While Chase continues to report this account to the credit bureaus as past due, the reality is that I am completely unable to make a payment or resolve the balance, as the bank has blocked every method to do so. This creates the false impression that I am avoiding responsibility, when in fact Chase has removed all avenues for compliance and is punishing me for an issue I responsibly reported. 

This conduct violates multiple federal laws and regulations designed to protect consumers : The Fair Credit Billing Act ( 15 U.S.C. 1666 ) prohibits creditors from penalizing consumers for disputing fraudulent charges. Chases closure of my account and subsequent lockout constitutes wrongful retaliation for a fraud report, directly violating this law.

The Truth in Lending Act ( 15 U.S.C. 1637 & 1641 ) requires creditors to provide access to billing information and repayment options. By denying me access to all relevant accounts, Chase has made it legally and practically impossible for me to meet any payment obligations.

CFPB Regulation 12 C.F.R. 1026.7 mandates timely access to billing statements and payment methods. Chase has entirely blocked this access, rendering compliance impossible.

The Consumer Financial Protection Act ( 12 U.S.C. 5531 ) prohibits unfair, deceptive, or abusive acts or practices ( UDAAP ). Locking me out of all my accounts, while continuing to hold me responsible for payment and reporting me as delinquent, is a clear violation of this statute. It is both abusive and damagingespecially given the broader financial consequences of losing access to my checking, savings, and investment accounts.

As a direct result of Chase 's actions, I have suffered significant harm. I can not make payments toward the closed account and now face negative credit reporting. I can not access my checking or savings accounts to pay other bills or manage basic household expenses. I am also unable to manage or monitor my stock investments, exposing me to potential losses and missed opportunities. These consequences are not the result of negligence on my part, but the outcome of a system Chase has deliberately locked me out of. My financial stability has been frozen, and the trust I once had in Chase as a financial institution has been completely eroded.

It is unacceptable for a financial institution to create a situation in which a consumer is held responsible for a debt while being systematically denied the tools and access needed to resolve it. Chase has acted in bad faith and in violation of consumer protection laws by removing my ability to manage my own accounts and then penalizing me for the resulting consequences. I am urging regulators to intervene, investigate these harmful practices, and hold Chase fully accountable for their actions.

Company response to consumer: Closed with explanation