Consumer complaint received 2017-11-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: IN

Complaint narrative:
XXXX XXXX, XXXX, I took out {$250.00} from the ATM using my debit card. After taking that amount out of my account, my available balance ended up being {$1.00}. My bank card was stolen and I reported it to the bank. Once I reported to the bank there were already transactions on my account. There was an online deposit of {$1900.00} from XXXX in XXXX on XXXX XXXX that I did not make. The bank then told me to call the hotline and I spoke to the fraud team and filed claims and faxed all the information they needed to them. While the claim was still being researched, I was paid direct deposit from my job of {$570.00} on XXXX XXXX which I was unable to use since my account was on hold. On XXXX XXXX, there was a reversal sent to my account and the bank sent a letter in the mail letting me know they were giving me a temporary credit of {$1900.00} while they researched the funds and that I could use the temporary funds until they decided if the charges were correct. On XXXX XXXX, I was paid direct deposit again of {$470.00}. Both of my direct deposit payments together was {$1000.00} which was all I wanted. I did not use the temporary credit they gave me, only the money that was mine in order to pay my bills. Once the claim was researched, Chase denied my claim of the transactions being fraud and informed me that I was denied for accessing my account while the research was still in progress even though I was only accessing my account to be able to calculate my money only from my earnings. Therefore, on XXXX XXXX they reversed the credit and my balance became XXXX. Before this was reversed, I had {$7.00} left and my account balance was XXXX. I asked them to close my account since my direct deposit was still attached to this account and they told me they could only restrict my account and it would be closed within 10 days but the account allowed direct deposit and automatic payments but prevented withdrawing or depositing money. I informed my job, XXXX, what was going on and asked them to stop my direct deposit and I was told they would change my payment to a pay card instead of in my bank which they did not. On XXXX XXXX, my direct deposit of {$560.00} hit my account and made the balance - {$1400.00}. Since my account was restricted, the banker said at branch level, she was unable to separate my direct deposit from the other transactions then advised me to call customer service. Customer service send me to speak to the claims department, the claims department sent me to the fraud team, and no one was able to help. 10  days passed by and I went to the bank and I was told that my account did not close like it was supposed to die to a glitch in the system, which caused my direct deposit on XXXX XXXX, of {$290.00} to go into my account, making the present balance of - {$1100.00}. My job did not stop my direct deposit after letting me know they would. My job told me that they would not be able to get my money to a new account unless the bank sends money back. The bank says the can not send any money back since my account is restricted. Now all of my money has gone into this account and I was told it can not be taken out.

Company response to consumer: Closed with explanation