Consumer complaint received 2025-06-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
What happened ( for CFPB ) : On XX/XX/year> my Chase debit card ( tied to my checking account ending in [ XXXX ] ) was suddenly declined at a XXXX and again at a gas station. A Chase fraud-alert text asked if the transactions were mine ; I confirmed YES. Minutes later my card still would not work. 

When I called Chase, a representative said my entire account was restricted and instructed me to visit a branch with an XXXX form to verify my Social Security number. No prior notice was given, and no temporary access was offered. To later find out the issue was with the co-owner, my Mom. Who created the account with me XXXX  years ago approximately. All funds, transactions, and fees are mine on the account and debit card. My name is on the card as well. 

Impact : I had roughly {$1500.00} in the account but no way to access it for several days. 
My XXXXXXXX XXXX payment is in a XXXX grace period and risks lapse. 
XXXX is due XX/XX/XXXX ; late fees or eviction notices are possible if funds remain frozen with no debit card access. 
I spent hours on calls, XXXX branch visits ( XXXX miles round-trip ), and incurred gas costs and lost wages. 
The stress of possibly missing essential bills has caused significant anxiety. 

Current status ( todays date : XX/XX/XXXX ) Chase finally issued a replacement debit card, but my original card remains closed. I was told standard mail delivery could take up to XXXX business days, meaning I may still miss XXXX deadline or rent. I still can not withdraw cash at an ATM without a card. 

I was told in confidence over the phone with Chase Fraud Department they would expedite the card to 1-2 day shipping. Other than their promise I have no way to verify this or track the delivery. I did get an email saying they issued a new card but through standard mail delivery, arriving in a white envelope. Not what I was told over the phone. 

What I did to resolve it : Called Chase customer service twice ( case IDs available if needed ). One of their bankers submitted a complaint on my behalf. So I was told. 
Visited the [ XXXX XXXX XXXX ] branch on XX/XX/XXXX and their XXXXXXXX XXXX  branch that same day. XX/XX/XXXX ; provided ID. My mom also attended a branch in XXXX XXXXXXXX XXXX and did the same and removed her name from the account. As to avoid future conflict. The Banker who helped her XXXX at that location made a mistake and also restricted my debit card permanently. 
Asked for a same-day temporary card or cashiers check ; branch staff said they could not help once the account was in special handling. 
Called Chase Executive Customer Service on XX/XX/XXXX ; left voicemail requesting escalation and for the lift on my original card but have not received a return call. The best they could do was issue me a new card. That they did not have to close.

Relief requested : 1. Immediate, reliable access to my funds via debit card. I have access to my account now but no card to pay my bills.

2. Reimbursement/credit for gas, time lost, and any late fees caused by this restriction. 
XXXX. Written explanation of why the account was frozen after I confirmed the transactions. After we confirmed our Social Security numbers. And after my Mom gave clear instruction to only remove her name from the account.

4. Policy review so customers receive notice and a same-day access option when Chase imposes restrictions. This is economic hostage taking.

I am a working-class customer who depends on timely access to my paycheck. Chases unilateral freeze without advance notice or meaningful remedy placed me in financial jeopardy. 

Thank you for your assistance. 

XXXX XXXX

Company response to consumer: Closed with explanation