Consumer complaint received 2023-10-11
Company: JPMORGAN CHASE & CO.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Hi my name is XXXX XXXX I'm having issues with chase customer services  fraud unit 
 about a  third party check sign over to me  by a family friend the check was deposited on
AROUND XX/XX/XXXX i got a update the check will not clear until  XXXX XXXX later on that day maybe about a  day or two later they restricted my  account so I called chase to find out why was the account place on hold they  said the account was place on restriction  . Because the person who name is on the check  has to be verified through his phone number by them they ask for the  number  and explain the name and number have to match to the persons on the check and i complied they looked the number up they said and the number was listed under someone else name they said  i explain the  person on the check has had this number for a while and to my knowledge its under his name i ask is there any other way to verify him or do they need us to come and the bank  do he need to get his phone records he explained no the only way is the way i inform you of and if you need time to verify call back  .I called them a few more times  after touching basis with the person they assure me its they number under they name and they will call the phone company to see whats the problem  once updated i called chase back spoken to a supervisor  with the same number asking does it check out she stated no it still does not i ask her is there any other way she said yes address i gave her the address of the person she said it checks out so she called the number given to her of the person she said there was no answer i can call back later and they will try to call him back i called back the same day  and was told by another supervisor although the address checks out the number does not and i have to call back when the number verifys .i tried two more times after speaking to the person who check the name is  in to be told that's still his  number and it is on  public records as such  on XXXX XXXX  the check cleared which i did not understand because i was told the check will not clear although stated on my account because it has to be verified first 
so i called them to ask this and to try to verify again or ask them to close out the transaction if there is no other way than verifying the number so i  spoken to another rep who told me she was the supervisor than after 5 mins of conversation i was told she was not when i ask is there anyone  i can speak to above the supervisor  she said I'm getting you one now and she did i explain everything once again I also explained to the supervisor sometimes phone numbers if use by someone else before you have it   it can be  be hard to come out the last person name it can stay on the last person name on they public records until they request to the reporting agencies to take it down  so is there any other way to verify this person being another supervisor use the address  before I was told no he told me the number I'm given him  is not the number he see on file i had to be adamant  that this is the same number i been given chase  the whole time he than said I'm go in and change it  but again I was told  the number don't  to match the name of person  i explain again this is the number i don't understand and what third party you guys uses he repeated  we just need a working number to match the name so call back  once we can verify the number and than we can lift the restriction  so on XX/XX/XXXX I called them back after speaking to the person who checks in the name again and he  inform me  he called the telephone company again  its not a problem on they behalf his name and address is and has been updated its 
On  his public records as well he has had this number for over some time which is true so i called to speak to another supervisor  to be yet again told by that  supervisor  the number is not checking out I told her I was confused are thet sure is there any way they can prove to me its not why let the check clear if they suspected anything  why there is not another route  i can take o dont want tk be snagged for fraud because chase can not verify a number I keep being told to call back and when I call back they treating me like a suspect  i have other money in my account so of course I'm keep calling cause I can't even access so I'm trying to  straighten this out and she started asking all types of questions about relations to the person etc so I ask is this part of the protocol thay will left the restrictions cause why all the questions when the check had to be cleared because it a legit check which is from ny state government check .and every time I ask os there another alternative I'm told no so why all the questions before i answer she said the supervisor look just call back when we can verify the number and hung up this is after being on hold for 20 mins switch over four times explaining every time a new rep answer whats the issue and this has been  every time i called I'm on the phone over a hour with chase to get no where the supervisors but one I spoke to are very nasty and a hour after this phone conversation with her my account went into negative staus along with the money I had in my   account  already.. now according to some blogs I've read customers from all over been having  this problem with chase and verifying numbers it's nothing new to chase , so why treat someone who is a customer as a criminal  chase is aware that every credit reporting agencies are not all updated to current information  some are  still back dated or out dated with numbers and old information and  sometimes  it can take even Years for the agencies to remove and update new information   i know they have a job to do I'm understanding to that but they need to be understanding to the fact that whatever third party verification  they may be using may  not have a software that  updates  new information  it happens  any time I spoken to someone at chase I'm told call back when the number can be  verify with no explanation of how I suppose to know that other than keep trying to call them back because the number not going to change thats given to them its just when I  call back I feel so defeated everytime because I'm telling my  truth  but if calling back making me suspicious  to chase why keep telling me to call back with no further instructions this never  have happened to me so  i  would not  know what to do but what they tell me and I know for a fact the  information I'm given is accurate on my behalf ..   i dont want my account  being closed and reported as fraud because chase feels a number not matching to a name when there is so many legit resons why it could not be verifying through them and for one  is  the third party agency they using to verify numbers has a software they uses and that reporting agency verifys number through the white and the old white pages i was told every reporting agencies report different things on people. While some have more up to date and accurate  information others  agencies may not while some even  some collect information faster than others or have more information about a person's than another reporting agency they all different but the same Ps 
This is very  overwhelming and depressing where living in times where everything is becoming difficult and folks are doing what they can to work hard and live right and things like this can be push back on someone mind set in this day and age where so many people is suffering from depressing and ending they lives abruptly and this has been very depressing it cost nothing to treat someone with respect and resolve especially when your getting paid to assist

Company response to consumer: Closed with explanation