Consumer complaint received 2025-06-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: JPMORGAN CHASE & CO.

Complaint narrative:
On XX/XX/year>, I attempted to access my checking account with J.P. Morgan Chase and discovered that it was restricted due to suspected fraud, without any clear explanation of the reason. 

On XX/XX/year>, I attempted to recover access to my account but was informed that I needed to receive an SMS for verification. However, my U.S. phone number had been deactivated since I now reside in XXXX. I informed the representative that I would contact Chase again once my number was reestablished. 

On XX/XX/year>, after reactivating my U.S. phone number with international roaming, I called support again and was told that my account would be closed at any moment and that I would receive a check by mail. I explained that I no longer reside in the U.S. and didnt have a valid U.S. mailing address at that time. The representative didnt know how to proceed, so I said I would try to contact the relationship manager at the branch where I opened the account. Unfortunately, the branch support was also unable to resolve the issue. 

Following this, I contacted the Executive Office of J.P. Morgan Chase, explained that I no longer had a U.S. address, and asked if the check could be mailed to XXXX. The representative said they were unsure whether that was possible and would follow up. About two weeks later, I received a response advising me to call the Fraud Hotline at XXXX ( XXXX ) XXXX. 

During the entire month of XXXX and the beginning of XXXX, I spent several hours trying to resolve this issue by repeatedly calling both the Executive Office and the Fraud Hotline. Each time, the Executive Office informed me that they couldnt do anything until the Fraud Hotline verified my identity. Meanwhile, the Fraud Hotline consistently faced the same issue : after verifying my U.S. phone number, their system failed to generate the security questions required to complete my identity verification. This left both teams unable to proceed and left me trapped in an unsolvable loop between departments. 

I currently have approximately {$1800.00} USD held in this closed account, with no way to retrieve it due to this verification failure. 

The Executive Office has made it clear that they can not proceed until the Fraud Hotline verifies my identity, but the Fraud Hotline is unable to do so because their system fails to display the required verification questions in my case. 

In total, I have already spent over {$100.00} USD on international phone plans to try and resolve this, with no success or effective progress. 

I want to emphasize that I currently live in XXXX, and traveling to the U.S. solely to verify my identity is financially unfeasible, especially considering this issue was not caused by me. I have made every reasonable effort to help resolve this situation, but none of the channels offered by the bank including the Executive Office, the Fraud Hotline, and even their social media support have been able to provide a functional solution.

Company response to consumer: Closed with explanation