Consumer complaint received 2022-08-12
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:
This complaint for the Chase Bank on XXXX XXXX XXXX, XXXX, CA, XXXX as well as their telephone customer service department. On XX/XX/XXXX, I deposited a check for {$2500.00} issued from the State of California and they held my funds with no access for over a business week with no inclination of releasing it, even upon request. I had been desperately waiting on these funds as our bills were overdue and were struggling with finances while my wife is undergoing XXXX treatment. Instead of cashing it immediately and then depositing it by going inside I deposited it via the Chase Mobile app. I deposited the check on a Monday and expected it to clear in 2-3 days max and that theyd release a portion of it ( at least 25 % ) immediately. The check was from the State of California, so it should have cleared instantly because I am an XXXX XXXX XXXX XXXX and get paid by them regularly. Instead, they ended up holding the entirety of the funds for over seven days which caused me to go overdraft and miss a few bill deadlines which negatively affects my credit. 
On Saturday ( XX/XX/XXXX ), I attempted to call their customer service after work but did not reach them as service hours had ended. I called on the next day, Sunday ( XX/XX/XXXX ), and was transferred to a department that attempted to release the funds by verifying the check. After almost an hour with the 2nd CS rep where they researched my account, I was informed they were not able to do so because they could not verify the check with the state. They had no explanation why it had taken so long for them to determine what they already knew ; the State offices were closed on Sunday. I assume they were looking at other factors that have nothing to do with the authenticity of the check to determine whether they were willing to give me my funds. 
Regardless, they were not able to do so and refused to authorize an emergency release of any funds despite my having been a customer in good standing for over 3+ years with no issues. I asked why the funds were not immediately available right away, or even after a whole work week with no answer and a generic apology for my inconvenience. I then pointed out that in prior situations where this had happened with them, when I had regularly more funds, there were no issues. I also asked if the funds would have been immediately available if I had cashed it and the CS rep informed me that yes, they would have been. I stressed that I did not have money to buy food that day and really needed these funds. I asked to speak to a supervisor and was informed that there was over a 40-minute hold and that they would also be unable to help me. I finally mentioned that this felt like discrimination. I also mentioned that based on prior conversations that week I had found that none of XXXX friends who banked with Chase have never their funds held at all and have always had at least partial disbursement, even when overdraft. This is only my personal experience and that of several friends, but I know that Chase bank has been in trouble for discrimination before. I was reassured that Chase Bank does not discriminate and then instructed to call back the next day as they had notated the account and was promised it would be quickly resolved as it was a weekday. I was pleasant the entire conversation and told them I understood, gave up and hoped it would be released automatically the next day. 
On Monday morning ( XXXX ) the funds had still not been released despite a full business week having passed so I called CS again. After a 2nd long research process and over 40 minutes with the specialist I was again told that the check could not be verified as they could not reach the State of California for verification and that there was over a 40-minute wait for the supervisor. I got upset and then drove to the Chase Bank branch on XXXX XXXX hoping for a quick resolution. 
This was extremely XXXX inducing as my wife and I are both at high risk for Covid-19 and she is currently XXXX  due to XXXX treatment. For our safety we have avoided going inside during the pandemic whenever possible and always go masked for the safety of ourselves and others. None of the employees were masked so this was very uncomfortable. 
When it was my turn, I informed the teller of what I needed and explained the whole situation, she then repeated this information to her branch manager, XXXX XXXX, who was standing right next to her, not two feet away. Ive had branch managers override things like this before at Chase and other banks and expected her to at least release a portion of them until things resolved on the back end. The check was only for {$2700.00} ( and from our government which doesnt bounce checks ) so I didnt think it would be a big deal, especially after all the hassle this weekend and our circumstances. The branch manager looked directly at me, paused, and then told the teller instead of me to tell me no, and to have me move to the side while someone called the helpline to verify the check. She was standing right next to us, so I overheard her response and told her directly, my wife has XXXX and is in the car waiting for XXXX ( she had an appointment that afternoon ). I need this money to buy lunch, pay people back and pay my bills. The helpline was no help and can not verify this information because they can not get through to the State, can you please help me? She told me no, and that theyll call to verify, and someone will help me on the side. I explained that their bank hasnt been able to do that over the last two days and I would really appreciate it if she could just help me out so I could just leave. She refused and told me that one of the desk bankers would assist me. 
At this point I got frustrated and felt like she was brushing me off instead of helping me. I had spoken to friends who worked in banking over the weekend so I knew that only managers can authorize the release. I saw she was doing something and was busy, so I calmly told her I would wait and wouldnt move from the window until she helped me. They had five other tellers standing around but didnt want to open another window and told me the only way I could get help was to move aside so they could help the four XXXX customers behind me. I refused and told them to open another window to help the other customers because I felt that if I stepped away my issue was not going to be resolved. 
I had been quiet as the situation is embarrassing but I loudly repeated that my wife has XXXX and is in the car and I need you to clear the check from the State of California that youve held for a week now so we can get some food to eat and pay the bills we are behind on. She refused and I felt like I was being disenfranchised and discriminated  against. I loudly asked, can you please help me so I can just leave?. XXXX told me no again and that if I didnt step out of line security would have to remove me from the line. Some of the people in line were getting uncomfortable and frustrated at me for holding up the line because wouldnt open another window so I turned and spoke to everyone and said, man, I really hope nobody else is ever in this situation where you or your family has XXXX or is sick and the bank wont give you the money they owe you from the State of California after holding it for a week!. I felt bad about holding up the line and the manager again told me I was going to be removed from the bank. Fearing legal action or having police called, I stepped to the side with one of those desk bankers so he could make the call I already had made. I knew I was getting the run around so in frustration I yelled that this was discrimination and that this probably never happens to their XXXX customers. The manager told me that chase bank doesnt discriminate so I told her not to lie to me and to search the words Chase Bank and discrimination on XXXX and let me know what she found. I also loudly stated, you also closed my wifes account for no reason after opening it, just because shes XXXX after telling her that for no reason would it be close, so dont lie to me about your banks discriminatory practices ( This was an unrelated situation that occurred before we dated and after I was already banking & is not part of my complaint ). She huffed and then turned around as I continued to walk to the desk with a banker named XXXX. I do not know his last name. At his desk, I informed him that I would be making a formal complaint. He stiffened and for the next 5 minutes repeated what the manager had stated about bank policy. I told him I dont care, please make the call, youve already wasted 5 more minutes repeating things AFTER we sat down. 
He finally proceeded to make the call and while on hold I told him that his manager is a XXXX XXXX because I was very mad about the disparity in service that I receive when I have money and when I do not. I asked him if they could have cashed the check immediately the day, I received it and XXXX lied to my face and told me they could not have cashed my check that day. I told him So youre telling me as a member of this bank that I could not have cashed this check immediately despite it being from the State of California?. He realized I caught him lying and quickly backtracked due to the verbiage I used. I asked XXXX if he could put on a mask because were sitting so closely, and he told me that it interfered with his work because he couldnt show empathy without it. I told him hes not doing that anyway and that he could show empathy by wearing a mask at my request and inconvenience himself for 15 minutes since my wife has XXXX. He told me he would not so I laughed. 
The manager, XXXX finally walked over and was standing behind him not doing anything for 10 minutes. During this time, I told XXXX I know you can authorize this, I have friends that work in banking & I dont know why youre giving me such a hard time for something so easy. Her response was that she WAS trying to help me so I asked again asked them both to put masks on. They looked at each other and then XXXX said we dont have to, to which I responded, no, you dont, but it goes to show how much you care by not, which was met with silence again. I also said that this really looks like discrimination followed by I hope you or your family never gets sick and is treated like this when you need help. I am behind on rent, and this is cruel. My wife needs to go to treatment and is waiting in the heat in our car. Please give me my money and close my account. The manager again lied and told me that she cant help me due to bank policy and to wait for the call. I asked for her business card, and she disappeared for the next 10 minutes. 
XXXX finally got through right as she came back and when he explained the situation to the phone rep they put him on hold for another 10 minutes. I reminded them I already did this and that the phone reps cant help, the state is not picking up. It had already been 50 minutes in the bank plus 1.5 hours on the phone and I hadnt eaten since yesterday, you are wasting all our time for nothing, just to be cruel and inconvenient. I began thinking I was going to get shafted. The phone rep then hung up on XXXX and he turned to inform us what we already heard. I teared up and stared at the manager in silence. Knowing that I was about to walk out of that bank, XXXX told me to hold on and that she would close my account and cash my check. It only took her two minutes to fill out a form and to close my account and cash my check after telling me it was not possible to do so. After 6 hours Chase bank finally did what they could have done immediately by giving me my money. I told XXXX that she could have helped me from the jump instead of losing a customer and being a total XXXX. Her explanation was that she could not have because she was doing the count when I was at the teller. I told her that she could have always restarted the count and besides that, helped me instead of standing over your employee for 20 minutes while you hassle me. She told me that I could just leave now and so I did, telling them again I hope you never go through this yourself.

Company response to consumer: Closed with explanation