Consumer complaint received 2025-12-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
I am submitting this complaint regarding Chase Banks failure to properly resolve a XXXX  remediation issue that has resulted in the prolonged freeze of a consumer bank account despite full cooperation and verified identity. 

The account was restricted after deposits were made under a former married name ( XXXX XXXX prior to a legal name update ( XXXX ). The name has since been formally updated with Chase, and valid government-issued identification has been provided. I have even provided my American passport and the Superior Court name, change documents and in addition my birth certificate. 

Since the restriction, I have contacted Chase multiple times through phone support and 4-5 branch visits. Each interaction resulted in changing or escalating documentation demands, including requests for documents that can not reasonably exist, such as utility bills in a newly updated legal name when historical bills were issued under the former name. 

I have been given constant assurances by Chase bank that they had what they needed, and that they would reopen my bank account immediately. Throughout the whole of last week, they constantly told me that my account reopening was in train however, the account never was unfrozen, and this is causing a huge amount of financial hardship because not only do I have an excellent credit rating, but my bills are going unpaid because they are not releasing money for checks from the account despite their being more than enough money in the account. They have constantly lied to me and misled me about the date. Telling me the account would update at midnight on several days and then it didnt. I have produced so much documentation and at this stage this is harming me financially, and I am losing credibility with those to whom I owe money. At my final Outreach on Friday despite promises that the vice president in the branch would call me back. I ended up having to chase him late in the day because he never called me. Finally, when I did reach him he told me there was nothing more he could do for me, and that they would not accept my documents. I have banked with Chase for almost 40 years and this branch not only knows me very well, they know that I am running a business and that my checking account is the life blood of my industry. 

At no point has XXXX : Provided a single, authoritative list of required documents Assigned a single compliance case handler Supplied written explanations for why submitted documents were rejected Offered a clear path to resolution The issue is not identity verification. My identity is clear, consistent, and documented. 
The issue is procedural failure within XXXX XXXX remediation process. 

Requiring impossible or retroactive documentation creates an unreasonable barrier to account access and reflects a breakdown in internal compliance controls. The repeated resetting of requirements and lack of written guidance has left the me, the account holder unable to regain access to funds needed for ordinary financial activity. 

I am requesting CFPB assistance to require Chase Bank to : XXXX. Assign a single compliance case handler XXXX. Provide a complete, written list of acceptable documents XXXX. Explain in writing why prior submissions were rejected XXXX. XXXX the XXXX review and restore account access without further unreasonable delay I have attempted good-faith resolution directly with XXXX and XXXX now seeking regulatory review due to the banks failure to handle this matter correctly. 



XXXX XXXX Bank Name : XXXX Chase Bank, XXXX. 
XXXX XXXX XXXX. XXXX. CA XXXX. 
Primary contact at the bank : XXXX XXXX XXXX, phone : XXXX Account Type : Consumer XXXX XXXX XXXX. 
account : last XXXX of checking : XXXX Issue Type : Account access / KYC / identity verification

Company response to consumer: Closed with explanation