Consumer complaint received 2026-01-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
Complainant : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX : JPMorgan Chase Bank , N.A .

Account at Issue : Personal Consumer Checking Account ( ending XXXX XXXX XXXX XXXX XXXX ) I am submitting this complaint regarding

JPMorgan Chase Bank, N.A.s handling of my personal consumer checking account, which has been restricted and locked through misleading, contradictory, and inaccurate communications that caused confusion, loss of access, and prevented resolution through written means. Chase first contacted me by text message stating that it needs more information to continue use of my account and warning that the account may be closed unless action is taken. The message did not identify any transaction, issue, or conduct requiring my response. Historically, Chase uses this text channel for specific fraud alerts requiring a simple confirmation, but no such transaction was identified here. 

After this message, Chase informed me that my account was restricted and repeatedly referenced fraud or suspicious activity, yet refused to provide any written explanation identifying what activity was considered suspicious, when it occurred, or how it could be resolved in writing. Instead, I was repeatedly directed to call by phone.

In written secure-message correspondence, Chase explicitly stated that account restrictions occur when fraudulent activity has taken place and that my restriction was placed by its Fraud team. However, no fraudulent transaction, activity, or event was identified, no specific transaction was cited, and no written explanation was provided to substantiate the use of fraud-based language to justify the restriction. Prior fraud alerts on my account were resolved and confirmed as authorized.

At the same time, I received an automated email stating that I deleted my phone number from my XXXX profile. I did not initiate or authorize any change to my XXXX profile. This communication incorrectly attributed an action to me that I did not take.

Shortly afterward, I received an on-screen message stating that my account was locked due to suspicious activity and directing me to call to regain access. This message similarly failed to identify any transaction, date, or factual basis for the suspicious activity claim.

Chases written responses regarding my personal consumer checking account were also sent through Business Banking / Email Servicing channels, despite no business account being involved. Chase alternately stated that fraud was involved, that it could not provide details, and that different departments were responsible. These explanations were inconsistent and unclear.

As a consumer, I was unable to determine : what issue allegedly existed, whether any wrongdoing was being claimed, what action I was expected to take, or how to resolve the matter in writing.

Chases use of fraud-based language without substantiation, inaccurate attribution of actions to me, contradictory communications across departments, and insistence on verbal-only resolution constitute misleading and unfair practices that interfered with my ability to access and manage my account.

I am requesting CFPB assistance in requiring JPMorgan Chase Bank , N.A . to provide a clear written explanation of its actions, correct inaccurate statements attributed to me, and restore normal access to my account if no substantiated issue exists. 


Sincerely XXXX XXXX P.S The CFPB has authority under : 12 U.S.C. 5531 & 5536 ( UDAAP Unfair, Deceptive, or Abusive Acts or Practices ) Regulation E / consumer account access standards Supervisory and enforcement authority over large banks, including JPMorgan Chase Bank , N.A .

Company response to consumer: Closed with explanation