Consumer complaint received 2025-04-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: JPMORGAN CHASE & CO.
State: NC

Complaint narrative:
Around the middle of XXXX of last year I've started to experience an extreme and unusual identity theft. All of my social accounts and my cellphones got hacked, and passwords were changed to almost every account I owned, including banking apps and credit cards. Obviously one of the first things I did is to go personally to wherever I could, inform them about the situation, canceling credit cards, changing passwords, etc. One of those institutions was Chase bank, with whom I banked for about a year at this point, had a checking account and a sapphire reserve credit card with a high limit, which I always paid on time and did everything by the book. To my surprise, not only the banking staff there wasn't helpful or supportive- they actually were extremely rude and it seemed like they didn't even want to help. A month goes by and I get a bizarre letter to my perspective, indicating that both my accounts are permenantly closed and " I'm not eligible to bank with chase anymore '' ( letter is attached ). Other than that the letter was very vague, and no other explanation was given, other than something about " an inappropriate conduct with the employees '', which I literally have no clue what it means and where did it come from, nor have I got a straight answer. In the following months I tried to reach out to them both by visiting the branch and by phone in order to get some answers, just to receive the same cold, almost inhumane answer that " they are not going to discuss it with me and I'm am not eligible to bank with chase any more. '' In addition they refused to give me back a balance I still had in the account on the spot because their " back office needs to review it and if everything is ok ( what does that even mean? ) it will be sent " to the address on file via check '', which eventually it was, after almost a month. At the same time I started to get tons of emails from them, which some were regarding the closure of the account as well, only this time the reason was " to protect me, because there is a suspicion for fraudulent activity in my accounts. Others were demanding a payment for the credit card balance that has left after the closure. Here it is important to mention that at this point I have no access to the accounts in any way shape or form for almost 4 months, I'm in the middle of battling a severe case of identity theft, so I practically have no way to verify all of the transactions which some of them might be fraudulent as they said themselves. Moreover, I regained an access to my main email only about a month ago, and I saw an email from Chase dated to about a month ago that I got " approved for a credit card '' or something of this sort, to which I never applied. I did a credit freeze and put fraud alert with the 3 bureaus way before that so obviously I neither couldn't or was able to do it, since my score currently is very poor. So not only the behavior of the company is shady and rude to say the least, they are literally causing me more damage with this weird attitude of not letting me access the account and review the transactions. Not to mention that when this whole thing started I had the weirdest fraud incident which involved Chase when someone somehow withdrew money from my chase account to their cash app, which I still don't understand how it makes any sense. ( papers and proof for everything are attached ). To conclude, to me its simply bizzare that a bank closes your accounts without any explanations one day while THEY are telling me that a big reason for that is a fraudulent activity, and at the same time they letting this activity to go on, while demanding for payment for amounts that I don't have any ability to verify their accuracy. I really hope that it will get to someone cause I am literally helpless. I am only one person dealing with unexplained aggression and cruelty of a major conglomerate, which takes a huge mental toll on me along with all of the other things i'm dealing with on a daily basis.

Company response to consumer: Closed with explanation