Consumer complaint received 2022-11-01
Company: JPMORGAN CHASE & CO.
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Please reference my previous complaint that has been closed without resolution : XXXX I will copy and paste my previous complaint below for reference. 

My father passed away XXXX of this year in Texas and left me an inheritance. I currently reside in XXXX  XXXX. We ( me and my XXXX other siblings ) decided to sell gold he had through an auction house called XXXX XXXX XXXX, or XXXX XXXX, which is based in XXXX XXXX, Texas. The auction sent me a written check in the amount of {$180000.00}. I went into a Chase bank branch on XXXX to deposit this check. I opened a new account at this time. I provided proper identification and got a receipt from the deposit showing the date the funds would be available for use was XXXX. Early morning of XXXX the funds showed up in my checking account as " available for use ''. I then tried to pay off some bills using my debit card but it was declined and I was told to contact Chase bank. When I called them they informed me my account was under suspension and I needed to provide them with a verified phone number from the company who issued the check. I provided XXXX phone numbers but was told neither of them were on their verified phone number list so they couldn't help me. I asked what my next step is but was told unless I provided a phone number they would not unsuspend my account and it will be closed. I decided to go into a branch and speak to someone in person. I was told pretty much the same thing. The banker told me to try and contact the auction house to attempt to find another phone number, have them try to recall the funds, or the CEO of that company would have to come into the bank with me ( which is unreasonable ). I called the auction company and spoke with XXXX president, XXXX XXXX, and he said since the funds actually left their account on XXXX he is unsure how to help me. He said in the 48 years he has been in business this has never happened before. He also confirmed the XXXX phone numbers I had for him are the only numbers associated with the auction company. I called Chase again and asked to speak to a supervisor or someone higher up. She told me the same thing, that they need a verified phone number or my money will be in limbo indefinitely. She informed me that the suspension actually started on XXXX and that my account will be permanently closed on XXXX and the funds will remain suspended until I am able to prove the legitimacy of the check through a company phone number. I asked if it was possible for them to call the auctions bank and verify these funds were meant to be sent to me. I was told they can't do that. When I asked why she refused to give me a reason and continued to tell me I needed to provide a verified phone number. They are effectively tying my hands behind my back and telling me to figure it out while keeping my money from me. The check has cleared, I see it in my account, and they are withholding it from me and not doing anything to help me solve this. Attached document has what I have found that proves the legitimacy of XXXX XXXX XXXX. When I offered these up to Chase they refused. 

Chase provided this feedback : " We restricted and closed your account while attempting to verify the validity of your deposit for {$180000.00} on XX/XX/2022, due to the discrepancies in the writing. To release the funds, we must verify with the maker of the check or contact the personal banker of the business at their bank to confirm the check. Any phone numbers we dial must pass our risk tools. We apologize for any inconvenience. For more information about why we may restrict and close an account, please review your Deposit Account Agreement. You were provided a copy of the agreement when you opened the account, or you can see the current agreement on chase.com. It explains that there may be times when we will block your account from use if we reasonably believe that doing so is necessary to prevent a loss to either you or us. '' Firstly : I have been told all of this multiple times on the phone. In fact, when I had called before my first complaint, I was actually told they COULD NOT contact the bank directly, and that it had to be a business phone number. So someone at Chase needs some re-training. 

Secondly : " We restricted and closed your account while attempting to verify the validity of your deposit for {$180000.00} on XX/XX/2022, due to the discrepancies in the writing. '' the check should never have been cleared and funds withdrawn from the origin account if it is suspected fraudulent. 

Chase XXXX office is still running me in circles on trying to find a number to XXXX  Auction and every time they try a new number it takes days to get an update. The representative said the numbers they have tried has produced static. I keep being told to tell the auction company to respond to their calls. I have repeatedly told them the numbers they are trying for the auction house are not valid numbers and they will not be able to get through. I understand they have a verified system with numbers. However, again, that is proven to not be effective in resolving this issue. I have called them at least 4 times over the last couple weeks and each time they have told me the same thing. There is no resolution. The numbers didnt work etc. When they said in their response " we must verify with the maker of the check or contact the personal banker of the business at their bank to confirm the check. '' they have made no effort to contact the personal banker of the business at XXXX XXXX. I took the initiative to call XXXX auctions myself and get the name and number of XXXX XXXX at XXXX XXXX  ( The origin bank of the check ). I have now given them his name and number, but again, its going to be a couple days before I hear back and I will likely have to take the initiative to call. There is XXXX sense of urgency and it is extremely insulting that nobody seems to care but me, even with the large amount of money at stake and me threatening a lawyer. 

This has gone on for over a month now and they are still holding my money and likely collecting interest on these funds that they assume to be fraudulent. I am not hopeful in an easy resolution so I am submitting a new complaint so maybe someone finally hears me.

Company response to consumer: Closed with explanation