Consumer complaint received 2023-06-16
Company: JPMORGAN CHASE & CO.
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
XXXX XXXX Deposited two third party checks into my account under XXXX XXXX. They were in the name of XXXX XXXX, a friend, who endorsed the backs of the checks with his signature in terms of the branch instructions. I did this because he uses an online bank and can only withdraw checks under a certain amount on their app. These checks were for {$5000.00} and {$19000.00}. 
XXXX XXXX Received a notice from Chase that my account had been restricted. I phoned the number in the letter and spoke to someone in the fraud team. This rep informed me that the issuer of the $ XXXX check had a red flag due to fraudulent checks and they would need to investigate. I gave them an explanation of the situation and answered all their questions- Im not asked for XXXX contact number. I was told I would find out on the XXXX XXXX  XXXX if my account would be open again but would be frozen until then. 
XXXX XXXX My account remains frozen so I phone again. I was told that I hadn't given them a contact number for XXXX and that I was informed in the first call that that is what they needed. I provided them with two contact numbers for XXXX but, according to their number verification system, these numbers didnt belong to him and that they would not be able to contact him. I spoke to Chase 4 times on this day, trying to figure out how to get a number that suited their system. I was in contact with XXXX the whole time who is completely willing to assist in resolving any issue. He even registered a new number to his name to satisfy their system but apparently this wasn't coming up under his name either. When I asked them to check my number, it came up with two names : me and someone I'd never heard of. Im told I could go to a branch to withdraw the funds that were in the account before the deposits. If I dont provide them with a verified number for XXXX , my account would be closed. 
XXXX XXXX I phoned Chase 6 times. Throughout these calls, I received different accounts of what was wrong and different solutions. One rep called XXXX even told me that there was no restriction on my account and that I should be able to access it by the end of the day. She even said she was certain that there was no risk of closure of my account. Another rep tried to contact the issuing banks for verification but some didn't answer the phone so she had to give up. The next rep told me that even if they got verification from the issuing banks, that would change nothing as they needed to speak to XXXX. At one point, I spoke to a supervisor who told me that all they needed was XXXX to tell them he authorized me to deposit the checks but they would only be able to speak to him through a phone number verified by their system which was obviously faulty. I suggested different ways to contact XXXX including him giving an affidavit or certified documents but the supervisor said that only getting a verified number for him would work. One rep said that even if XXXX was to go to a branch with his ID, they still would not approve him. I went to the branch to withdraw the funds which were in the account before the deposit in line with what they said multiple times. The branch had to call the same team for permission to release funds but was refused. Another rep in the branch told the person helping me that she must hang up and call again because shed get a different answer from a different rep. She phoned and was refused again. I phoned while I was in the branch and was told that I could withdraw funds and stated that theyd make a notation on the account so the branch wouldn't need to phone in themselves. The notation never appeared on my account, the branch phoned in again and was refused authorization for the withdrawal.

My account will be closed and there is nothing I can do about it despite the fact that all parties involved can confirm that there is no fraud. I got mixed information constantly and its clear that their systems are broken.

Company response to consumer: Closed with explanation