Consumer complaint received 2025-07-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
My wife and I have a checking account with JP Morgan/Chase in the name of our trust. This account was automatically transitioned from the XXXX XXXX account we previously had for many years when JPM Chase purchased XXXX. 

At the end of last week ( on XX/XX/XXXX, to be exact ), my wife received an error message when trying to transfer funds out of the account. She visited a Chase branch this morning ( on XX/XX/XXXX ), waiting an hour to be " helped '', and she was ultimately told that ( 1 ) there is some issue relating to our account not having an appropriate representative appointed to the account that caused it to be frozen and ( 2 ) Chase can not help her ( they provided her with contact information for 2 XXXX individuals who could purportedly assist ). 

I called the two numbers, leaving a voicemail on the first and getting patched through to a " random '' representative on the second ( the number they provided that was supposed to go to an individual was just the general XXXX  number ). I was told that there is XXXX required to be completed on this account, and that the account was frozen because it has not been completed and because there is no appointed financial advisor to the account. I was very confused as to why XXXX information would now be needed or why a financial advisor would be required to be appointed to a basic checking account that has been in place for several years. In addition, I do not understand why our account was frozen with no notice or process. It is inexplicable that we could be left without access to our funds/the account without even being given an opportunity to remedy any issue. I was told that this was elevated to a more senior team and that it was communicated to them that they should call back imminently. 

I tried back again after a couple of hours to see if I could speak with someone. This time, I was told that they could make an exception and give me access to the funds, with " one little catch '' -- I would have to completely liquidate my account and transfer the funds to a different account. I told them that wouldn't work, as I have a number of auto-debits linked to my account. I inquired as to why there was suddenly a new XXXX  requirement or a requirement that a financial advisor be linked to my account, and I was told that someone at XXXX had inadvertently transferred our account from their general commercial platform to their private wealth platform. I was told by the representative I spoke to this time around that the issue had been elevated to some very senior people within the organization and assured that I would be hearing back today, and I did not hear back ( and now they are closed ). 

Having our accounts frozen like this -- as a result of a mistake by XXXX, no less -- is inexplicable, indefensible and outrageous. We need access to the funds in our account, and we don't know what to do about upcoming debits that are to be pulled from our account. This has caused us to waste several hours of our time, created considerable stress and could potentially result in impairment of our credit scores. 

In addition to having this issue remedied immediately, there should be some adverse repurcussions to JP Morgan. There has been zero sense of urgency to remedy our issue and there is zero accountability for what seems like a crazy mistake for an institution such as JP Morgan to have made. The individuals whose names were given to us were XXXX XXXX ( XXXX ) ( the one who ignored my email ) and XXXX XXXX ( XXXX ). Neither has responded to outreach as of this time, and it's simply an unacceptable response to an unacceptable situation. 

Please advise if there is anything we can do to cause them to unfreeze our account imminently.

Company response to consumer: Closed with explanation