Consumer complaint received 2024-11-17 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:
We were transitioned to the Chase/JP Morgan Private Client platform in XXXX of 2024 after the acquisition of First Republic and subsequent transition of First republic customers. 

Our first issue started then - we did everything as told but did not get access to our accounts for something like 10 days and only after hours of time in person at branches trying to figure out. The issue appeared to be two fold - 1 ) Our account data was messed up during the transfer. They blamed it on it being in a trust but it seems beyond that the real issue was they merged my profile ( XXXX XXXX ) with another person by the same name. So multiple profiles with the wrong addresses and data were created in the data merge process. 2 ) We were told that our balance of over $ XXXX put us in some new higher touch account called JP Morgan Private Client, but that didn't actually exist yet and so the branches couldn't help us and we were never assigned a banker to help us. 

We finally got access but continually had issues. We were told our XXXX was done ( we had to reupload trust and everything ), then we were threatened with the closing of our accounts in XXXX because we hadn't done the XXXX. So had to reach out again to confirm why the database didn't show that we had done this and confirm again. Throughout this process we were never assigned a banker and continually told that most of this couldn't be handled by retail branches because we were in this new " jp morgan private client '' group that had its own bankers for higher touch. Yet we had no one touching us, quite the opposite. 

Then in XXXX, we had a large CD coming due so I called to see what the process for moving that to cash or renewing was. I was told- were you aware your accounts are being closed. I logged in, and there were no notices or letters in our accounts so the only way we would have known is by a letter that was mailed ( which we then did find, but not how we generally interact with our bank ). My wife called and was told they can do it whenever they want for any reason and we can't ask why. That our money was frozen ( outside of the CD, around $ XXXX ) and we would eventually get a check in the mail. We asked if we could come get it out of the bank in person and were told no. My wife then made an appointment and went to the branch to get more answers. It turns out only our checking and savings that were in the trust were being closed because they specifically had my name ( XXXX XXXX ) on the account. Her name was not the issue. When we talked to the branch team, it was clear they also were assuming the issue we had earlier in the year of the data issues with my name and account ( and the merging with other XXXX XXXX ) had flagged some sort of algorithm. 

So on the whole - we had a miserable transition to Chase/JP Morgan where we didn't have access to our money and had to spend hours fixing something that should not have been our problem, we were never assigned a banker despite being told we were in some new private client thing which meant we couldn't even get help from the retail bankers, and then the same data issue caused by Chase/JP Morgan in the first place that WE had to help them fix then made them kick ME out of the bank. 

A lot of this was done in hours in person and on the phone so most of the documentation we have is that there were no letters or notices in our accounts. We have included those snapshots.

Company response to consumer: Closed with explanation