Consumer complaint received 2024-09-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: JPMORGAN CHASE & CO.
State: IL

Complaint narrative:
On Saturday, XX/XX/XXXX, at approximately XXXX XXXX, I received an email from Chase notifying me that I had recently deleted my phone number from use with Chase Mobile. However, I did not delete my number, nor did I log into my account during that time. Shortly after, I received several emails indicating that data sharing had been stopped with XXXX, XXXX, XXXX, and XXXX. Following these, I received another email from Chase urging me to contact them immediately to protect against fraud. The email mentioned that my account had been restricted and might need to be closed soon. 

Unfortunately, I didnt see these messages until around XXXX XXXX I called XXXX XXXX and waited 18 minutes for someone to answer. However, I got distracted by my food, and my boyfriend answered the call on my behalf. Despite him informing the representative that I would speak with them shortly, they hung up immediately. I had to call back and opted for the callback option, waiting another 15 minutes before I was contacted. 

When XXXX, the representative, called me back, he asked for my card number and date of birth. After providing this information, he informed me that my account had been permanently closed by Chase, but he couldnt explain why. I was extremely confused and frustrated since I hadnt engaged in any suspicious activity with my debit card. Despite repeatedly asking for an explanation, I was told they couldnt provide one. I was so overwhelmed that I broke down in tears at the supermarket. 

Realizing I hadnt asked about the remaining balance in my checking account, I tried calling again, but no one returned my call. Desperate, I contacted Chases phishing department to try my luck. Thankfully, a helpful representative answered and, although unable to assist directly, transferred me to the appropriate department. I was told again that they couldnt explain what had happened and that I couldnt retrieve my remaining balance in person at a Chase branch. Instead, they would mail me a cashiers check after 14 business days, despite me explaining that the money is all I have and that, XXXX XXXX XXXX  I dont have any other funds available. 

I still dont know when I will receive the check and am extremely upset that I wasnt informed of the situation earlier. It feels as though my account was hacked, yet Im the one being penalized. After researching online, I suspect that my account was flagged due to around 10 transactions under {$100.00} in the past two weeks, which were related to purchasing second-hand furniture and selling items during a moving-out sale on XXXX XXXX. 

I am baffled as to why I wasnt given a chance to explain these transactions. The only email I received merely instructed me to contact Chase immediately, with no mention of any potential reasons for permanently restricting me from opening a Chase checking account again. As a result of this arbitrary and absurd decision, I have been without access to my funds for three days, leaving me unable to buy groceries or cover essential expenses. This situation has been extremely inconvenient and stressful. 

I find it absolutely ridiculous that Chase can close my account without prior notice, without offering me a chance to explain, and without providing a justified reason for this closure. I hope that as a Chase customer, I can be treated with respect and either have my checking account reinstated or be allowed to pick up the remaining balance in person at a branch. Additionally, I request a reasonable explanation for this situation so that I can address my financial needs promptly.

Company response to consumer: Closed with explanation