Consumer complaint received 2020-06-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
On XX/XX/2020, my husband and I had to call Chase bank due to someone getting a hold of our card information and spending {$5.00} at a XXXX in XXXX. We asked the lady if we can cancel both our cards and receive new ones in the mail. The lady said this would not be a problem and we will receive our cards in 1-2 business days. My husband received an email from Chase on XX/XX/2020, stating they will be refunding the money back to our account and I also received my new debit card in the mail yesterday. On XX/XX/2020, the same day I received my new card, I received a text stating that I deleted my number from the Chase mobile app. I went to log into my account on the mobile app and it said my account was locked due to suspicious activity and to call a number. I called the Chase number and that's when the lady told me Chase decided to close my checking and savings account and we could not open a new account with them. I asked why since we have never had a negative balance or had any problems with Chase. We were just on the phone the day before ordering new cards and everything seemed to be fine! The lady said she could not disclose any information as to why our accounts were closed but said we can go into a branch to withdraw our money. We spent an our at the branch waiting for our money because they had to call the representative we spoke with to verify it was okay to withdraw our money. They denied giving us our money and said we will have to wait 10 business days for a check to come in. I told the guy at Chase that we need our money now due to having to pay bills coming up or we will get a late fee and I had a direct depost coming in the next day! How are we suppose to survive and eat with {$0.00} to our name. The manager said " sorry. There is nothing we can do '' .We left and I ended up calling the Chase representatives again to see if someone can tell me what is going on. The representative told me the same thing the first lady told me that it was confidential and I will be getting a letter in the mail stating why my account has been closed. My husband then called a representative a few hours later and told them our situation and the lady said she can at least release our savings account money. She said to go to the branch, bring two forms of ID and have the people at Chase call them to verify they could release our savings account money. We waited 30 minutes just for the manager at Chase to tell us it was the branch 's decision to not give us our funds out of our savings because he could get fired for giving us OUR MONEY. We then later called a Chase representative again to keep trying to get some answers. Another lady proceeded to give us the same speech. I asked to speak to her supervisor and she told me " you will get the same response but sure hold on ''. I was on the phone with them for about an hour and the supervisor said she can't do anything and that we have to wait 10 business days to get our money. Mind you were are in the middle of a pandemic, I was laid off from my job due to COVID-19. I can't be without money for 10 business days or longer. I do not recommend anyone to bank with Chase!

Company response to consumer: Closed with explanation