Consumer complaint received 2025-12-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: JPMORGAN CHASE & CO.

Complaint narrative:
I would like to report an unsatisfying incident caused by Chase Bank. 

I will make it as detailed as I can, and please feel free to ask for more information : On XX/XX/XXXX, I opened my checking and savings accounts at Chase Bank ( XXXX XXXX XXXX XXXX XXXX XXXXXXXX, XXXX, NC XXXX ) with my original documents ( ID, SSN card, and so on ), and with the opening bonus codes for new customers, I should receive {$300.00} for my checking account when I complete a direct deposit over {$500.00} ( this was successfully completed by the end of XXXX ), and I should also receive {$600.00} for depositing and keeping over {$15000.00} in my savings account for 90 days, which I did deposit {$15000.00} in at that branch right after opening the account ( so I should receive this {$600.00} on Dec 12, 90 days after XX/XX/XXXX ). The opening process was smooth. 

However, things became weird. I first noticed my XXXX under my Chase checking account was unable to send payments to my friend on XX/XX/XXXX, and I thought it could be unavailable due to the Thanksgiving holidays. But it still did work after the holiday, and I received a piece of physical mail from Chase on XX/XX/XXXX saying they needed to check my SSN and I needed to be at a branch in person and submit an XXXX form, or otherwise my accounts would be closed. So I made an appointment and made my trip to the nearest Chase branch on XX/XX/XXXX ( Saturday ), which takes me about XXXX hours to drive there! The agent helped me deal with this XXXX form and copied my SSN card and said my account should be unlocked by Monday ( XX/XX/XXXX ) and asked me to make a phone call to the number he gave me by the end of Monday. 

I did what this agent askedmade the call on Monday when my accounts were still frozen, and according to the agent on the phone, it was still in processing, and I needed to wait 2 days more to have my issue solved. So I made the call again on Wednesday and got the same answer. 

On Thursday night ( XX/XX/XXXX ), only XXXX day from the date I could have my {$600.00} opening bonus, I found the balance of both my accounts became {$0.00}! I immediately made another call again and was told my account was closed by Chase Bank, and my balance would be sent to my by mail as checks. The agent gave me no reason, and she could not help me to check since the system was closed at the time, and she asked me to call again tomorrow morning. 

Friday morning ( XX/XX/XXXX, the day I should have received my bonus ), I made the call for the fourth time with my issue remaining unsolved. The agent told me the reason Chase Bank closed my accounts was my SSN mismatchedbut I provided my original SSN card for both opening my account and the XXXX form checking. I was upset and confused. 

So I checked the account opening documents which were given to me as copies after my successful opening of accounts on XX/XX/XXXX. And I found that my XXXX number was typed in wrongly, with the positions of the XXXX numbers reversed. So I called the Chase Bank branch where I opened my accounts, and it was totally the mistake of the banker who assisted the opening process for me! On the phone, they admitted and made apologize for this mistake and asked me if I would like to have an appointment tomorrow ( XX/XX/XXXX ), and they would help me to reopen my account so I could keep my bonus. I accepted this proposal and drove XXXX hours from XXXX, Virginia, to XXXX, NC. And they made the call to the higher-level person trying to save my accounts and my bonus, and they failed to do so. And the banker in XXXX claimed that the agent whom I met with last Saturday should have noticed this mistake and should have corrected my SSN immediately so that my accounts would not be closed. I just do not know who I should trust! Chase Bank works like they are separated into pieces and do not care about the customers ' feelings. 

It is never my mistake! I should not be the one who paid for this mistake! followed everything rightkeep the {$15000.00} in my savings account for 90 days, and at last I did not receive any bonus! And also caused that I can't receive my salary ( direct deposit ) now, since my account got closed! That is ridiculous. 

I DEMAND the full refund of my bonus {$600.00}, which is my legitimate right, and a sincere apology for this nonsense issue!

Company response to consumer: Closed with explanation