Bank account frozen

Gusgold100

Hello I’ve had a Chase bank account for one year now and I’ve been banking for at least 40 years and never had this problem - on Thursday last week for no apparent reason my bank account was frozen or at least they said it was ‘under review’

this was after I downloaded and refreshed the new software on the app and mistakenly put in the wrong passcode just once

 I’ve called every day to try and find out what’s going on but had no written or verbal explanation as to why my account is under review .

after repeated phone calls and reporting a complaint and writing in I’ve had absolutely no response from the bank - I’m unable to bank I can’t pay any of my bills I’m in a terrible situation and I can’t even tell if my council tax is paid etc or pay rent or buy food as I cannot access my account whatsoever - is this legal? 

The bank account went down last Thursday it’s now one week and no one from the bank is telling me what is going on or whether my account will ever be open again

 to top it all they have no branches in the UK so watch out if you bank with Chase it’s a complete nightmare any help would be a great assistance !

Flugelhorn

don't know but have you got another bank account you can use? (must say we never trust any bank to work at the moment we might need them so have two current account in case immediately needed for eg food)  - re the council tax, council will not start fretting for a while  so don't worry - our bank once paid S/O for 3 months without the reference number - council just put it in a suspense account and after 3 months told us we hadn't paid - bank sorted it

grumpy_codger

You can be lucky, but be prepared to the worst. This can last for weeks if not months. There are no any time limits and they don't have any incentives to finish this faster. And even FOS give them 8 weeks (!) to respond to your complaint before  you can escalate it.

If you don't have a spare account open one ASAP and borrow some money if you can. A credit card can be useful too.

tonypyorkshire

I've only had an account with Chase since October 2024.

Yesterday the app started behaving "odd", continuous "spinning circles" while trying to load pages, some information being "greyed out" and not loading fully.

Reset my phone, still the same, checked for updates, saw my app had last updated on the 14th Jan 2025, I assumed it was probably the last update that caused it as nothing else had changed and it was working OK before the update.

I couldn't even use the support messaging system as that wouldn't load either!

Called the support number today to be told others had also reported issues.

Thankful that it's not my main bank account as I would be stuck up the creek without a paddle!

And, the service status webpage says everything is working fine!

I might be finding an alternative soon, not very impressed at all!

Mr.Generous

I love Chase for the cashback but it's my number 3 bank, I wouldn't rely on it as a main account. Three current accounts with 3 different banks and a credit card from M&S. No one bank has me by the short and curlys.

On the chase front when I changed my phone last week the app installed ok but when opened asked me to scan in ID and a selfie. Failed twice and froze up as "Under review" I was able to request a review by a human - I can't remember the exact sequence. next day it worked, no message, no explanation. I presume the review found in my favour!!

Cash back requirement has just changed from pay in £500 per month to pay in £1500 per month. What a pain. I don't spend £1500 per month on odds and sods so I'll have to pay in and transfer to savings with another bank every month.

Gusgold100

Thank you everyone it really helps my moral 🙏

oldagetraveller1

Gusgold100 said:

Thank you everyone it really helps my moral 🙏

That's good to hear. Were you immoral originally?

Barristerboy

Comforting that there are others with the same problem

jungleboy123

I was going to make a new thread, i was on chase support today for a general enquiry. A few seconds later i got booted out of the app. I panicked, went on here, saw this thread and thought the worst.

It looks like i had to go back onto the app and reverify my details e.g. photo my passport, face and biometrics.

I hope they wont freeze my account too!!