Consumer complaint received 2021-03-17
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:
On XX/XX/2021, I made two checks deposit via ATM at Chase, one check is {$50000.00}, another one is {$53000.00}, a total of {$100000.00}. 

On XX/XX/2021, I received a letter from Chase saying that my checking would be closed, they may be able to keep my account open if I have the information they requested, so I called XXXX on the letter. 

Chase said they couldn't verify those two checks, Chase asked me to go to the branch with the check maker ( the account owner ) in person so that they can verify the check maker 's identity. I said the POA wrote me the check, not the account owner, and during Covid-19, it's not safe to go to the branch in person, if there is any other option. Chase replied I can go to the branch to speak with a banker, so that they can make a conference call with the POA. 

On XX/XX/2021, I have an appointment at Chase XXXX XXXX XXXX XXXX with banker XXXX XXXX, XXXX called Chase Fraud dept, spent an hour, even though I provided the POA 's information ( phone number, name etc. ), Chase fraud depot said they are unable to verify the phone I provided, my account was restricted, they insisted I need to go to the branch with the POA in person. 

On XX/XX/2021, the POA told me those two checks were cleared in her account, so I called Chase again to see what chase need to verify. Chase went through the same process again, asked me to provide the POA information, then said unable to verify the phone number, need me to go to the branch with POA in person. 

On XX/XX/2021, I went to the XXXX branch with the POA, and spoke with banker XXXX XXXX, we provide all the documents and identification that Chase requested, XXXX XXXX called and scanned all documents to Chase Fraud dept. 

On XX/XX/2021, I log in to online banking, see the fund was available, so I called Chase to see if my account was unrestricted. The first Chase representative asked me to go to the branch with the POA again, they didn't receive any document from me. I told her I already went to the branch twice, she insisted I need to go to the branch with the POA. Therefore, I asked for the manager. The manager said my account was already closed due to the banker didn't call them on the day I provided documents, my account was closed and I would receive the cashier 's check for the remaining fund in my account. ( PS. I was in person at the branch and did see the banker talk to them over the phone ). 

On XX/XX/2021, I log in to online banking, my checking account disappeared. I can no longer access my bank statement and other documentation. 

On XX/XX/2021, I called Chase twice, each time hold for about 15 minutes then someone picked up the call, then calls got hang up twice. 

On XX/XX/2021, I called Chase again, they confirmed that I would receive a cashier 's check for the remaining balance in my account, but they were unable to provide the tracking number at this time. 

On XX/XX/2021, I received a cashier 's check for the amount of {$100000.00}. My account balance was XXXX, Chase didn't send me all my fund.

Company response to consumer: Closed with explanation