Consumer complaint received 2024-11-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: JPMORGAN CHASE & CO.
State: VA

Complaint narrative:
I recently became employed after being unemployed for several months so I went and took advantage of the promotion Chase Bank was advertising, stating if you set up direct deposit on a new checking account, you would receive up to {$300.00} bonus. I opened this new account the early part of XXXX XXXX I received my first direct deposit from my new employer and also switched over child support payments to be deposited into this account as well moving forward. 

I was enjoying my new bank account and experience with using Chase Bank until very late one night on XX/XX/XXXX, I received a concerning text message and email from Chase stating that my account was going to be closed and my relationship with Chase was expected to end due to being " too high of a risk '' to continue with my new account being open. I contacted the bank the following day and was informed that my new account was now restricted and expected to close and any funds that are available now, are going to be placed on hold and after 10 days, I would receive a check for the amount I am owed from the funds I had in there available at the time of restriction. I was very upset but confirmed with the representative I spoke to that any future direct deposits planned to go into that account were going to be rejected and sent back to the payer. This conversation occured on Monday, XX/XX/XXXX. 

Due to not having access to my funds in the account, I was unable to commute back and forth to work for 3 days and was hopeful that since my child support check that was supposed to be deposited into the Chase account, would be arriving in the mail soon due to Chase rejecting it as verified previously. I woke up Friday morning, on XX/XX/XXXX, to find out that the deposit did get processed and was not part of the funds I was not able to access. Therefore, I was literally left with nothing to survive on, given that I was a single mother to XXXX children under the age of XXXX XXXX XXXX. 

I went to the local Chase branch near me to speak to them in person, where they attempted to reach out to the department handling my account closure to get authorization to withdraw the funds from my child support deposit from that morning. The department handling this denied access and I was left with no explanation or options. I contacted the department myself and spoke to MULTIPLE representatives that stated that due to the miscommunication, they would allow temporary access to the branch I was at to withdraw the amount of my recent child support direct deposit only. Every time I went into the bank, they would contact the department to receive authorization and was still given the response-No. I would then go back out to my car and speak to the department, who would tell me yes, I could withdraw that amount and that amount only. I spent XXXX hours of my time going back and forth and was still left with no access to my funds and no options. 

I understand that Chase bank has the authority to decide who they conduct business with but that should be determined BEFORE allowing a bank account to be opened and direct deposits to be scheduled. Most importantly, they should ATLEAST allow access to state deposits or deposits regarding children. 

I have never experienced such negative, crucial customer service.

Company response to consumer: Closed with explanation