Consumer complaint received 2023-08-17
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I have a checking account with JP Morgan Chase that was opened in XXXX. In lieu of a deposit with a check that was greater than my daily balance, the bank has seized my {$69000.00} of funds deposited via a personal check and have provided no remedial solution in spite of overwhelming evidence that the check was authentically signed and willfully deposited by XXXX  to assist with a remodel of a property. 

Despite the account having been active since XXXX, and my full cooperation, they have forcibly closed my checking accounts and have seized {$69000.00} of cleared funds. Despite XXXX phone calls during the week between XX/XX/XXXX - XXXX, XXXX to Chase Customer Service and its Fraud Department and XXXX branch visits across two states ( Washington and California ) to provide extensive proof of Government issued identification, deposit receipts, check books, debit cards and receipts, the bank refuses to unlock my funds. The account lock on my funds has been very disruptive and has caused all of my auto payment for recurring bills to be denied. In the past week, Ive received an eviction notice, and a number of other service disruptions that impact auto payments that cover home and auto insurance, as well as cell and XXXX  services ability to work. 

I hope you can help. Heres a timeline. 

On XX/XX/XXXX, my XXXX  entered a Chase branch in XXXX, Washington and deposited a check for {$120.00} -- drawn on XXXX  XXXX XXXX -- to my personal checking account at Chase. Once I confirmed the first deposit was correctly received and recorded, she followed up with a {$69000.00} check deposited ; just minutes later. These funds were provided to assist me in renovating a house that I intend to move my XXXX  into the future. 

On XX/XX/XXXX, the funds for the {$69000.00} cleared after being held for about XXXX business days however, shortly after my account was restricted without any notification from the bank when I called to inquire about when the funds would be available the night before, on XX/XX/XXXX. 

On XX/XX/XXXX, at XXXX XXXX, I called Chase customer service after receiving notifications that my automatic payments for rent, credit cards, were declined despite showing {$80000.00} in my available and present balance. This has resulted in eviction notices, late payments fines, and me needing to borrow funds from friends to pay rent to avoid eviction and other bills affecting my internet, cell phone and XXXX  services that I rely on for work. 

After contacting Chase customer service on Saturday, they routed me to the Accounts Restriction team -- presumably a department within the Fraud department. I was informed that the only way to unlock the funds was for me to provide a phone number for my XXXX  and to have her verify she authorized the deposits. Despite providing the correct phone number that I pay for as a second line on my account with XXXX XXXX, the representative refused to call my XXXX  since they use a proprietary system that provides identity information that indicates the phone number they have on file did not match what I provided. 

I then informed Chase that I pay almost all of my XXXX  bills since she is XXXX  years of age, and relies on me to assist with simplifying her financial obligation. I explained that I also pay for her cell phone account and therefore public phone records may not be reliably mapped to her identity. This applies to her car, auto insurance and other utilities. 

After XXXX minutes of stalled progress, I asked for a supervisor and was again told they can not help until I provide a phone number that matches what they have in their system as a verified phone number. This number is wrong because I purchased and play for her cell phone plan along with other utilities. Since this was a dead end, the representative instructed me to have my XXXX  return to the Chase branch, located at XXXX XXXX XXXX XXXX, XXXX, WA XXXX, where she deposited the check to verify her identity and to reaffirm she wrote and authorized the check. 

On Saturday, XX/XX/XXXX, at XXXX, my XXXX  entered the Chase branch and provided her substantial proof of her identity and authorization of the check to a client relationship manager named XXXX XXXX XXXX In total she provided the following : Driver license Social security card US Naturalization certificate Both deposit receipt ( s ) one for {$120.00} and the other for {$69000.00} Chase debit card and logged in Chase mobile app to show her correct cell phone number ( XXXX ) in her profile which they refused to use and acknowledge as relevant XXXX  XXXX XXXX checkbook she used to write the two checks XXXX  XXXX XXXX account statement/ledger that shows the two checks cleared XXXX XXXX XXXXXXXX debit card associated with her checking account The Client Relationship Manager connected me with the Chase Restrictions Team who then told me all of the above forms of identity will not be considered and that I must provide a phone number that matches what is present in their system. She proceeded to file a customer complaint but to date, no one from Chase has called me in response. Troubling is that this complaint is internal and Ive yet to be provided with an email or a link to the case. 

On XX/XX/XXXX, I met with a banker by the name of XXXX XXXX, a banker at the Chase branch in XXXX XXXX, located at XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX CA XXXX. After learning of all the details including my XXXX  visit to the XXXX branch, he attempted to help by calling the Accounts Restriction team and was again told nothing can be done for me until I provide a matching phone number. He verified that funds cleared with no report of fraud on the check issuing side. He then volunteered to file a customer complaint similar to the client relationship manager. I was then told I will receive a call within XXXX hours. To date ; no one has called to follow up. 

Realizing that my window was narrowing before the account would be locked, I purchased a one way flight for my XXXX  to fly from XXXX to XXXX XXXX, where I reside. 

On XX/XX/XXXX, XXXX XXXX  my XXXX  arrived at XXXX XXXX. 

Over the next XXXX days, XX/XX/XXXX and XXXX, I scheduled time to visit XXXX XXXX with my XXXX  and presented all of the details and the previously provided artifacts, detailed above in ( a ) - ( h ). We spent about XXXX hours and XXXX minutes waiting on various different people who repeated the same message. 

After much research, Ive tried to contact credit bureaus to rectify potentially missing or erroneous public phone data records that Chase from my XXXX has no phone number. Despite that, XXXX or XXXX representatives insisted I must provide a matching phone number. This was very misleading of them in communication with me. This overall process severely punishes me for having a lower balance and my XXXX  for having no public phone record since XXXX. 

On XX/XX/XXXX, Chase decided to release just {$10000.00} via a cashier check but indicated that they will seize the remaining {$70000.00} and close my account, leaving me with no access to the account or the seized funds. XXXX XXXX is doing his best but has run into staunch resistance. He was given a Research Department phone number to contest but was shut down with the same response. He has filed yet another complaint with this Research Department distinct from the Account Restrictions team but as of today, has been unassigned.

My life has been turned upside down and I don't know how to correct erroneous data in an external system that fails to match my XXXX  actual cell phone. I ask for your help and guidance before things get even harder to reverse the damage done. 

XX/XX/XXXX. 
To date, each branch that has filed a formal complaint has not resulted in any progress. Despite informing me that a representative of Chase would be assigned and call within XXXX hours, no one has called me to discuss the matter. Since no progress has been made, my XXXX  and I have attempted the following to limit further damage and in hope that it may help rectify the banks data. 
Rerouted my salary direct pay and bonus check but it may or may not have been done in time due to the lag with the payroll systems. 
Subscribed to a premium XXXX service to see whether her credit report has a phone number. We updated it to her current cell phone number. I have attempted this with XXXX and XXXX but have run into blockers due to their identity and security questions not being relevant to my XXXX  acquaintances or work experience. 
Separated her cell phone number into a new account with her name as the holder rather than mine. 
Filing this complaint with CFPB I reiterate, that my XXXX  willfully wrote these checks and has done all she can to verify this fact in XXXX and XXXX XXXX. And despite the abundance of proof, travel, and numerous hours spent on the phone and in person at branches, the bank refuses to identify her with Government Issued Identification via Driver License, Social Security Card and her Naturalization certification in conjunction with deposit receipts, bank statements, and checkbooks. Meanwhile my funds have been effectively seized and will soon be out of sight when my account closes on XX/XX/XXXX. Please help. 

XXXX XXXX | Email : XXXX | Phone : XXXX

Company response to consumer: Closed with explanation