Consumer complaint received 2026-04-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Fees charged for closing account
Company: JPMORGAN CHASE & CO.
State: GA

Complaint narrative:
The series of interactions at the XXXXXXXX XXXX branch raise concerns regarding accounting, customer experience, and potential compliance gaps. On XX/XX/year>, I visited the XXXX branch to close my checking account ending in # XXXX and obtain a notary for my business license. During that visit, I provided my debit card associated with the account to XXXX XXXX and explicitly requested that the account be closed and the card destroyed. I was provided documentation at that time, which reflected closure activity. On XX/XX/year>, I returned to the branch for an unrelated deposit and noticed within my mobile app that account # XXXX remained open. I brought this to the attention of both XXXX XXXX and XXXX XXXX. Without reviewing my account or validating details in the system, I was advised that it would take time to cycle through and would eventually drop off. No due diligence or verification was performed during this interaction. For context, I have previously closed accounts at another branch location, and the closure was reflected promptly without delay or ambiguity. On XX/XX/year>, I discovered that I had been charged a {$4.00} fee on the same account that was supposed to have been closed on XX/XX/XXXX. On XX/XX/year>, I returned to the XXXX branch to address the issue. During this visit, I again encountered dismissive behavior. My concerns were not initially acknowledged, and I was asked to wait without any ownership of the situation. When I was eventually assisted, I experienced inconsistent account visibility, inaccurate statements regarding my account status, and a lack of familiarity with my account profile until prompted multiple times. Ultimately, XXXX XXXX confirmed that account # XXXX had not been closed and proceeded to close it at that time, providing documentation. However, this was the same type of documentation I had already received on XX/XX/XXXX, which raises concerns around process execution and accuracy. Upon confirmation in my call with XXXX, XXXX had closed the debit card tied to # XXXX but not the actual account as asked for on the XXXX of XXXX. From a compliance and business perspective, the following concerns should be noted : Failure to execute a requested account closure, resulting in unnecessary fees charged to the customer Lack of account verification and due diligence when concerns were raised on XX/XX/XXXX Inconsistent and inaccurate communication regarding account status Absence of ownership and accountability, with escalation initiated only after the customer indicated intent to file a complaint Customer experience breakdown, including dismissive tone and lack of professionalism Reputational risk, as these interactions diminish trust and confidence in the institution Additionally, I received a follow-up voicemail indicating that a report had been submitted for customer experience outreach ; however, this did not reflect ownership of the error or acknowledgment of the missed execution at the branch level. As someone with a background in operations, compliance, and training, I recognize the importance of consistent processes, accurate execution, and accountability. This experience highlights opportunities for improvement in staff training, quality control, and customer handling particularly in areas that directly impact compliance and customer trust.

Company response to consumer: Closed with explanation