Consumer complaint received 2025-07-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
On XX/XX/year>, at XXXXXXXX XXXX I called Chase after discovering that my Chase checking account had been restricted or closed without any prior notification by phone, email, letter, or secure message. The representative informed me that I needed to call back the next day because the team handling these issues was closed and provided me with their direct contact number. 

The following day, XX/XX/year>, at XXXXXXXX XXXX, I called Chase again and spoke with a representative who stated that my account was restricted due to the expiration of my XXXX XXXX and drivers license. I was told I only needed to bring my updated drivers license to a branch to resolve the issue. I informed the representative that I am now XXXX XXXX XXXX  and asked if I needed to bring proof of citizenship ; however, she stated that I did not need to provide it. 

I work Monday to Friday from XXXX XXXX  to XXXXXXXX XXXX, so I took time off work to visit a branch the next day. When I arrived on XX/XX/year>, at XXXXXXXX XXXX, the branch representative informed me that I did, in fact, need to bring my proof of citizenship ( hard copy ) and a bill showing my current address because my drivers license did not have my updated address. I was never informed about these additional requirements during any of my prior calls. This conflicting and incomplete information caused unnecessary lost income and stress. 

On XX/XX/year>, at XXXXXXXX XXXX, I called Chase Card Services because my automatic credit card payment had been returned due to the account restriction or closure, resulting in an overdue payment. I was never informed that my payment would fail due to this restriction, and this missed payment risks negatively impacting my credit report. However, the representative stated that he could not help me as my account was closed and transferred me to another department. Once transferred, the representative then transferred me back to Card Services, stating she could not answer my questions. I was very upset and frustrated at this point, as it felt like a complete waste of time. 

Eventually, at XXXXXXXX XXXX, I spoke with a different representative and inquired about a fee labeled XXXXXXXX XXXX XXXX XXXX of {$0.00} charged to my account on XX/XX/year>. The representative stated it was an interest fee charged because my account was closed on XX/XX/year>, and I made a credit card purchase after that date. I was never notified that my account was closed or that purchases would result in additional fees. 

When I explained to the representative that I had never received any notification about the restriction or closure, he repeatedly stated it was my responsibility since it is my account, despite my multiple explanations that I never received any notice. After going back and forth, he eventually agreed to refund the {$0.00} interest fee and informed me that I could proceed with paying my credit card statement. 

This lack of communication and conflicting information caused financial hardship, lost wages, stress, an unexplained interest fee, and a missed credit card payment that could harm my credit. I request reversal of all related fees, confirmation that my credit will not be negatively impacted, and a formal written explanation as to why I was never notified before my account was restricted or closed.

Company response to consumer: Closed with explanation