Consumer complaint received 2023-05-27
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
Dear Consumer Financial Protection Bureau ( CFPB ), I am writing to file a complaint regarding a series of issues I have encountered with my Chase Bank account and a deposited check. I would like to bring to your attention the following concerns : I deposited a check into my Chase account on XX/XX/23. After a few days, the Chase app displayed that the check was on hold. I suspected an issue with the uploaded image, I attempted to deposit the check again. The app then indicated that the check would be deposited on XX/XX/23. 

To my surprise, on XX/XX/23, I received a letter from Chase informing me that my account was restricted and potentially facing closure. Following their instructions, I contacted Chase customer service on the same day, seeking assistance to lift the account restriction. I was advised to call again after the check was released on XX/XX/23 to discuss canceling the restriction. 

When the check was released, I contacted Chase customer service multiple times. They informed me that my account was restricted because the payee field was left blank and there was a memo with my name. Additionally, they requested a phone number for check verification. In good faith, I provided two phone numbers associated with the check 's owner. However, Chase claimed these numbers were not registered and could not be used for verification purposes. 

Frustrated by the lack of progress, I visited a local Chase Bank branch with the check owner. The bank staff suggested contacting XXXX XXXX XXXX  ( XXXX  ) to cancel the check. Unfortunately, our attempts to cancel the check through XXXX were unsuccessful as it had already been transferred. 

To my dismay, on the night of XX/XX/23, I discovered that my bank account number was no longer displayed in the Chase app. Subsequently, on XX/XX/23, I contacted customer service seeking clarification. They informed me that my account was pending closure and assured me that they would assist in verifying the check with XXXX the following day. 

When I called again on XX/XX/23, I was informed that XXXX closed already today, leaving the verification process unresolved. I was advised to call Chase once more. During my latest call on XX/XX/23, the customer service representative reiterated their request for a valid phone number. Despite my repeated inquiries, and contact with the supervisor they did not provide any alternative methods for verification. 

Furthermore, when I asked about obtaining the registered phone number they mentioned, the representative admitted that they were unaware of any solution. 
I had a chance to cancel this check before the check was deposited, but customer service ask me to resolve this issue after the check was released. but Chase can't help me resolve this issue after the check was released. 

I have made extensive efforts to resolve these issues by contacting Chase customer service, visiting a branch in person, and following the recommended steps with XXXX. Unfortunately, no satisfactory resolution has been achieved, and I continue to face uncertainties regarding the deposited check. 

I kindly request your intervention in this matter and your assistance in ensuring that Chase Bank addresses these concerns promptly and provides a fair resolution. Resolving the complications surrounding the deposited check are of utmost importance to me. 

Thank you for your attention to this complaint. 

Sincerely,

Company response to consumer: Closed with explanation