Consumer complaint received 2025-03-13 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Funds not received from closed account
Company: JPMORGAN CHASE & CO.
State: FL

Complaint narrative:
I am the owner of multiple accounts with Chase, including a joint account with my XXXX my personal checking and savings accounts, and accounts for my XXXXXXXX XXXX. Recently, I started receiving suspicious phishing emails, which I did not engage with. Then, on XX/XX/year>, at XXXX PM, I received an official email from Chase notifying me of fraudulent activity and potential account closures. 

I immediately called Chase, and they informed me that all of my accounts had been compromised and were under review. In response, I opened a new Chase account under my sole ownership and contacted Chase to see if I could transfer funds from the compromised accounts to my new account. I was told that I could not do so and would need to either visit a branch or wait 7-10 days for a check.

My husband and son, whose accounts were also affected, called Chase as well. We were all transferred multiple times before finally reaching an agent who told us, There is no easy way to say this, but Chase has made the final decision to no longer bank with you. I was in complete shock. I have been banking with Chase for over 30 years, and this decision was made without prior warning or explanation. I asked why I was still able to apply for a new card if that was the case, but the representative simply read their policies, stating that Chase has the right to close my accounts without informing me and that I was permanently banned from banking with them. 

On XX/XX/XXXX, I spoke with another representative who assured me that the account review was complete and that I would receive the funds from my checking and savings accounts the week of XX/XX/XXXX. However, when I called on XX/XX/XXXX, I was told I would now have to wait until the end of XXXX to receive my money. I explained to the representative that this was unacceptable and that Chase had put me in a difficult financial situation. When I requested to speak to a supervisor, the representative put me on hold and then abruptly disconnected the call. This is completely unacceptable customer service. 

Adding to the inconsistency, my daughters accountlinked to minewas promptly closed, and her funds were sent to her via FedEx. Meanwhile, my husbands {$30000.00} check was sent through regular mail, which is incredibly irresponsible on XXXX part. If that check had been lost or stolen, who would have been held accountable? A check of that value should have been securely sent via FedEx. 

This entire ordeal has left me frustrated, mentally drained, and financially distressed. Because of XXXX actions, I am now behind on my mortgage, car payment, bills, and utilities. The fact that no one can provide a clear reason for my account closure is absurd. Chase, a supposedly reputable bank, has handled this situation terribly. I will never bank with Chase again, and I will advise my family and friends to avoid them as well. 

At this point, I just want what is rightfully mine my money.

Company response to consumer: Closed with explanation