Consumer complaint received 2025-02-11 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Can't close your account
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
Closed all my checking/savings/CD accounts with Chase several years ago. Recently, I applied for and got an XXXX credit card to get 5 % discount on everything XXXX sells. As soon as I received that card in the mail, on or around XX/XX/XXXX, I realized it was a Chase branded credit, so I phoned Chase and cancelled the card. During that exercise however, I had occasion to log into Chase.com and I found that, to my surprise, a stray savings account that Chase was supposed to have closed years ago, was still open. So, I phoned Chase banking, pointed that out and asked them to close that account. The lady had trouble ; it wasn't showing on her computer. I said I've logged into Chase.com and I looking at it on mine. Got nowhere. Asked for a supervisor. None available. That rep however did promise to have a supervisor phone me the following Monday, XX/XX/XXXX. No one called. 

On XX/XX/XXXX, I went in person to a local Chase office, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, and spoke with XXXX XXXX (? ) ( I asked for but she didn't have a business card ). Explained the situation and long history trying to get the account closed. She said she couldn't find it on her computer and therefore there were no open accounts. So I logged into the app on my phone and showed it to her. Including the account number and balance ( {$0.00} ). She asked for my social security number so she could try finding it a different way. That worked. " Oh ''. Then she muttered " ... there's other open accounts ... ''. What? We went back and forth. Her story on what the computer was showing her changed repeatedly. At one point she said the account I was talking about was from XXXX. She also said, alternatively, that that account was open, that it was open and being purged and also that it was closed. I explained I very much needed all my accounts closed, and proof of such. Could she print out whatever she was looking at on her computer showing that it was closed- No. Could she email me a pdf indicating that it was closed- No. Could she let me take a cell phone picture of her screen showing that it was closed- No. She offered to make a appointment with me to come back and talk to a different bank person. To that I said no ; I'd already spent over three hours trying to get it closed ( including talking to, actually, XXXXhree Chase bankers in person and one on the phone, thus far on this matter and not getting a straight answer from anyone. 

We agreed that she would do some research and call me back yesterday. She did but wasn't able to take the call. She left no indication of status on voicemail, ( which would have been simple but apparently Chase won't leave any proof anywhere when they're acting scurrilously ). I phoned her back today. She said it was closed. Fine, would she please email me confirmation that it's closed. She wouldn't answer that question but went on repeating the earlier malarky, which made no sense. I pointed out my question was a yes or no ; would you please send me written confirmation that the account is closed. ( If it is closed what's the problem with that? ). She said she couldn't do that but did offered for me to drive back down to the branch again- not clear whether that purpose was to speak to a fifth Chase rep or hand me a piece of paper confirming the account closure. Either way unacceptable - I explained. " You can't put anything in the mail?? '' No. I asked, " Just to clarify ; is it Chase 's policy to not confirm in writing that an account is closed? '' She didn't answer. I said the conversation therefore was going no where but that I would file a complaint and I hung up.

It is injurious to me to have stray accounts UNCLOSABLE with Chase as each juncture with my social security number attached is a threat to me financially and physically too. I'm a woman ; my presence anywhere on the Internet, dark net included is dangerous to me- particularly when business are scurrilous and deceitful. 

I can't get a straight answer from them. They won't address my concerns. Please help. 

I have screen shots of the log-in page showing the OPEN and NON-CLOSABLE Chase account which also show also today 's date and time, together with printouts of the accounting including the account number. This proves, contrary to the many stories Chase tells, that this account is not closed.

I believe Chase has a fiduciary duty to me to deal with me in a timely and forthright manner. It has not.

Of the many accounts with Chase I've had in the past, several of which were supposed to have been closed on the same day years ago, the this is the only one still showing open : savings account : XXXX, XXXX balance. 

( The recent Chase brand XXXX was open briefly, has a small balance due and has been closed. They haven't sent me the bill for that balance yet and I'll pay that when it arrives. )

Company response to consumer: Closed with explanation