Consumer complaint received 2024-11-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: JPMORGAN CHASE & CO.
State: IL

Complaint narrative:
On Saturday, XX/XX/XXXX in the late evening in XXXXXXXX XXXX, we had dinner with XXXX XXXX visiting from XXXX at a restaurant in the XXXX XXXX XXXX named XXXX at approximately XXXX. 

He decided to pay the bill witj hia credot card to obtain points, and we agreed that I we would send our portion of the bill for a value of {$400.00}. " Our '' includes XXXX XXXX, my busines partner, and myself. 

My busines partner opted to pay our portion and sent me via XXXX a portion via XXXX and another portion of the {$400.00} via XXXX. I then transferred the portion from XXXX to my XXXX account because XXXX is not FDIC insured. 

On Sunday morning I attempted to log in as regular to my Chase account from the same exact device and IP address, and attempted to send {$400.00} to XXXX XXXX via XXXX from my Chase account. 

It then said it, " The payment can not be completed. It may be rejected due to suspicious activity. '' It then kicked me out of the XXXX account and said I need to reach out to their customer support due to suspicious activity. 

When I called support immediately after doing the XXXXXXXX XXXX XXXX hour on XXXX XXXXXX/XX/XXXX, they verified my account and said the account is now verified successfully. 

I then try to XXXX {$400.00}, once more to XXXX after the phone call ended with XXXX, and got the same message as above. 

I called them back again within the hour during the XXXXXXXX XXXX XXXX hour on XXXX XXXXXX/XX/XXXX. Once more did they verify my account using my phone number at XXXX because my business cell generally has issues specifically, with their verification system. 

On that second recorded call, I asked them if it's going to continue to keep occurring. They then said allow it some time before you try to resend as XXXX has been having issues. I waited and it locked again. 

I had been unsuccessful with no time remaining in my day. I then physically went to Chase Banks ATM at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and withdrew {$400.00} to to give to XXXX XXXX on Sunday late morning/early afternoon. 

Fast forward to Thursday during the XXXX XXXX  I got my usual haircut, and XXXX my barber the usual amount of {$70.00}. It is good to know that I Sometimes XXXX my barber {$40.00}, however that's when I go to him, but this time he came to me so I paid {$70.00}. 

They locked my account again ( although he was not a new XXXX recipient like XXXX XXXX was ). 

I called their team today, Saturday XX/XX/XXXX at XXXX XXXX from my business cell ( XXXX ) and express my extreme dissatisfaction for their security system that keeps locking my account. It's causing me to lose limited time in my day wih calling and waiting on hold to perform the same task redundantly. 

While expressing, and without using any derogatory language or inappropriate name calling, the first customer service rep interrupted while I was explaining that I have expressed in my past that I have issues with XXXX verifying my phone number at XXXX. XXXX. XXXX so we may have to use XXXX. XXXX. XXXX only for verification purposes. 

After being interrupted, I requested to speak with the XXXX as it is important to have a customer support rep who is genuinely empathetic and there to truly help you without a trade in fristratuon and unnecessary comments. 

My comments were around, " the first way to help someone after asking them, " How can I help you today? '' is completely waiting for my response to complete and actively listening. That's a respectful conversation between XXXX adults. 

She then interrupted with hold music to put her XXXX over the phone, and I verified with the XXXX that their policy is to allow those to speak when they ask that question and to clarify ( although I did not speak longer than XXXX seconds per response with the first rep ). 

The XXXX who was a supervisor name XXXX ( or XXXX ) handled the call similarly. She also mentioned that she was not in customer service, however it was escalated to her in the XXXX XXXX. 

Although a XXXX XXXX could still be considered customer support being a different level of handling within the XXXX department, I thought she further mishandled with no gial to de-escalate, and only escalate as the previous rep unprofessionally. 

After accepting that customer service was very unprofessional, and they were not there to help but there to mitigate risk even if it were in a rude way, I simply verified my account again and made the rep aware that did not appreciate my experience in the past week, and requested that they seek coaching because this is a very sensitive industry. 

American companies aren't as patient with invoices so consumers aren't as patient with their finances. 

She further gaslighted and tried to explain why they keep locking my account as opposed to providing a solution for it not to continue to get locked, and abruptly hung up when I wouldn't accept having to call back and continue to give time to something that should be correctwd the other XXXX times in the past week. 

Minutes after hanging up, I received an email that stated my account was restricted and my account would be closed if I do not give them a call. 

I called them back as the email suggested, and the account rep communicated that that they will be closing my account and they do not have to give a reason. I then stated that the email states that they are closing my account due to suspicious activity, and she then replied with, yes, we have the right to close your account and access to online banking for suspicious activity as you agree to when opening your account ''. 

My response was, I'm going to reach out to the CFPB as I have XXXX credit products with you all ( XXXX business, XXXX personal ) and you all aren't giving me access to my online account which you promote with the products. That would be false advertisement. Her response then was let me see. 

After less than a XXXX second hold, she then said, " okay, you now have access to your online account ''. 

The original XXXX receipt, the emails from XXXX, and the seperate, text message conversations with both XXXX XXXX and my barber were attached.

Company response to consumer: Closed with monetary relief