Consumer complaint received 2023-08-04
Company: JPMORGAN CHASE & CO.
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
I received several emails from chase advising me of activity on my account. This activity wasnt done by me so I immediately contacted Chase bank to advise them. That my account has been compromised. However this was one day before my payroll check was to be deposited. I didnt want to go through the process of closing my account at that very moment because I knew it would affect my payroll deposit. I explained this to the claims department and I was reassured that nothing was going to affect me from receiving my direct deposit scheduled for the next business day. I asked this question more than once on a recorded line and I was advised that all I had to do was go to the branch with my ID and retrieve my direct deposit the next day. I said ok and we continued the process of rectifying the fraudulent activity on my account. I was then transferred to another department that would assist with additional fraudulent activity done on my account. This gentlemen advised me that he was going to cancel the mobile deposit because they were due to fraud. I explained to him as well that I have my payroll check coming direct deposit first thing in the morning. He stated on a recorded line that I shouldnt cancel the fraudulent checks because it would be posted to my account and any money I have would be taken. He said wait until you get to the branch and retrieve your direct deposit and then have the branch give us a call. The next morning I call chase to confirm my direct deposit and I was met with pure shock that my account was restricted and I couldnt have my payroll check I was told that I would have to wait 2 business days from Friday. Also I wouldnt be able to access my account until the fraudulent checks came back which will post to my account and take away from my payroll deposit and then I would have to wait an additional 2 days for that to be removed. Im so frustrated. Im a single mother with three children unfortunately I live check to check so I depend on my payroll deposits to not only feed them but to keep the lights on and a roof over their head. These banking institutions need to be held liable in court for hiring people who lie to customers and cause detriment to their lives. I am a victim of fraud and Im being treated like a suspect. I understand policy but to withhold someones money that they have worked hard for in a time like this will cause anyone to lose their mind. My lights has been cut off I have no way to pay for an XXXX to get to the branch. So XXXX stuck in my home with XXXX kids on a hot summer day with no lights, no food, and no means to pay for transportation in order to speak to someone face to face. XXXX writing this because Chase needs to change their policy when someone is a victim of fraud. XXXX a thief stealing from you and you call your bank for help and they lie to you and withhold any money sent to you and tell you to wait until the following week. Wow XXXX speechless I want to sue. I want to protest, I want their policy to change in a way to where the victim is not criminalized for someone elses action. Ive been locked out of my account and no telling when I will see my money that my employer sent to me. I know their has to be more customers who have dealt with this and can relate. I want to do all that I can to fix this now so people dont have this problem in the future. I will post online until this goes viral so that I can collect as many people as I can who have been mistreated and lied to by Chase bank. I pray this gets resolved fast. Because when you live check to check you cant afford to miss XXXX payment of anything before you get behind on everything. This is what is happening to me right now and its not okay

Company response to consumer: Closed with non-monetary relief