Consumer complaint received 2023-10-02
Company: JPMORGAN CHASE & CO.
State: WA
Product: Money transfer, virtual currency, or money service
Sub-product: Check cashing service
Issue: Fraud or scam

Complaint:
A check for {$9200.00} was deposited on XX/XX/XXXX. 
Chase put a hold on the check as well as restricted my account on XX/XX/XXXX. 
They sent me a virtual letter stating that I need to call them or they might close my account. 
I called the same day and was told that they needed to call the maker of the check to verify the check. When I provided the makers phone number I was told that the phone number isn't " verified '' and that I would have to wait 7 days for the check to clear to access the funds. 
The funds were cleared within 7 days but the restriction wasn't lifted on my account. 
On XX/XX/XXXX went to my local branch to figure it out and was told they still need to verify the check by phone which they couldn't do because the maker was out of the country and the phone number was not a " verified '' number. 
I was also told that the alternative would be that I would wait for my account to close so that they could send the funds back to the maker so that they could just wire it to me when I reopen my account.. 
I reopened my account on XX/XX/XXXX at the same branch the funds were taken off my account and was told that since I've been with Chase for over 7 years there was no need to send the money back to the maker and that they will release the funds to me. I would just need to call them back in 3 to 5 business days to start the process. 
I called them back once XXXX and also the XXXX. I was once again told that the funds will NOT be released until they can call the maker. ( I've provided both phone numbers for the maker everytime they asked ) On XX/XX/XXXX one of the makers ( XXXX names on the check ) and I physically went to a Chase Bank branch and provided proper identification but were told by the branch manager that there was nothing they could do and that Chase would hold on to the funds until they can verify the check by phone. We were also told that they use an external service to verify phone numbers called XXXX. ... 
The maker has contacted their cell service provider and confirmed that all their information is up-to-date. 
I was later contacted by Chase 's escalation department and was told that again Chase needs to verify the check by phone and the phone number needs to be verified by XXXX or have the maker requested a recall on the funds through their bank. 

On XX/XX/XXXX we tried to recall the check at the XXXX  XXXX XXXX branch with the maker which didn't work since the funds were already cleared almost 2 months ago and Chase has removed the funds from my account. The maker and also went to the Chase branch and the maker even provided his own Chase credit card with all his information including his phone number ( same one that has been provided before ) on a Chase account to further verify his identity but Chase still won't release the funds. So now there's over {$9000.00} just that neither I or the maker can get access to. 
It's been almost 2 months and this feels like a scam

Company response to consumer: Closed with non-monetary relief