Consumer complaint received 2025-07-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Unable to open an account
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
I have been doing banking with XXXX XXXX for four years now. I recently got engaged, and my fiance has been a member at Chase Bank for a while. We decided to open a credit card, and a joint checking account at Chase, to set ourselves up financially and use the credit card for our mutual wedding expenses. On XX/XX/year>, I opened a XXXX XXXX credit card with chase bank and got approved for {$9300.00} total credit limit because of my excellent credit history. On XX/XX/year>, I had an appointment with a banker, and was able to open a joint checking account for my fiance, XXXX XXXX, and myself, XXXX XXXX My fiance was supposed to come in later and just confirm his identity for the joint account within 30 days since the account was opened. 
Later that day, I wanted to set a money transfer from my XXXX XXXX XXXX, to my new Chase Checking account, because I wanted to have some money on my new account. So on XX/XX/year>, at XXXX, I received an email that my transfer was cancelled, where I saw that I made a mistake and chose the " from '' option- as my new checking account at Chase, and my " to '' option- as my XXXX XXXX checking account . Of course, it was a human mistake. My new chase account had {$0.00} on it at the time. Chase Bank understandably considered it a fraudulent activity, and as soon as I got an email to call them and confirm that it was not fraud, I did so and stayed on the phone with Chase customer service for hours. Being transferred from one representative to another for extensive amount of time, I finally got instructed to call back next day, during the working hours of the Resolutions Department. So, on the morning of XX/XX/year>, I called Chase customer service line to reach the Resolutions Department. Being on the phone for an hour, I finally reached the supervisor called XXXX, who helped me unlock the account, stating that " we clearly understand you are not a wrongdoer, and it was just a human mistake ''. I thought this story was over, and communicated with my fiance that he can still go to a branch on Monday the XXXX, and confirm his identity for us to set up the account. 
Also, I think it is important to note, due to the fact that it was a weekend ( XXXX XXXXXXXX XXXX XXXX  ), I could not go to the bank to deposit money to my account. Due to the fact that no physical card had come to my address just yet, I also could not use the ATM to do so. 
On Monday XX/XX/year>, at XXXX XXXX, I received and email to contact Chase Bank again because my checking account got restricted. I immediately called the customer service line, and was told that Chase Bank is permanently ending their relationship with me without any explanation. That day, I decided to go to the bank next morning to meet with a banker and provide the printouts of all the emails and needed information to support my claim of innocence. On XX/XX/XXXX, XXXX, my fiance and I were at the Chase Bank branch to speak with a banker. We got helped by a banker named XXXX, and she got on the phone with a bank to clarify the situation for us. XXXX was also denied clarity. She said that it was their final decision since the bank " pick and chooses '' their customers sometimes. The lack of any clear explanation from Chase Bank regarding their decision to permanently terminate my account is deeply concerning, as it denies me the opportunity to address what was clearly an honest mistake. This is especially severe considering my strong financial track record, including consistent payments, a stable income, and a credit score that has remained above XXXX. I find it really hard to accept that responsible customers like myself can be treated this way. With no transparency, no clear communication, and no real opportunity to fix what was simply a human error. I didnt procrastinate or ignore the issue. I acted right away, spent hours on the phone, and followed every instruction given to me. What makes this even more disappointing is that my fianc and I had serious plans for this account. We were going to use it for our wedding expenses and future budgeting. With his long-standing relationship with Chase, and my perfect financial record, we genuinely felt confident and secure opening a joint account together. 
Thats why Im reaching out to the CFPB. I truly believe this situation deserves to be reviewed. Ive done everything in good faith, followed every step I was told to take, and still ended up being shut out without a fair explanation. Im hoping that CFPB can look into this and help bring clarity, accountability, and hopefully a resolution. Im not asking for special treatment just a chance to be heard, understood, and treated fairly. Thank you.

Company response to consumer: Closed with explanation