Consumer complaint received 2022-09-12
Company: JPMORGAN CHASE & CO.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX, I deposited a check for {$27000.00} from selling a vehicle to XXXX in to my chase checking account I opened on XX/XX/XXXX. I received a notification at time of deposit that the check would be held until XX/XX/XXXX. On XX/XX/XXXX, my daughter, whos high school checking account was linked to mine, was unable to use her debit card or deposit money in to her account. When I called Chase, they stated that my account and hers were restricted due to the amount of the check. When I asked what would happen to my paycheck that was being direct deposited into the account by XX/XX/XXXX they stated that amount would be available within 2 business days. While speaking to a supervisor I asked for clarification to which she replied, if you have no new questions Im ending this call and hung up. I checked on XX/XX/XXXX and my paycheck was not there, it showed up on XX/XX/XXXX. I then went to the store and my card was again declined. So I called chase yet again, at that time I was told they were waiting for verification from XXXX that the check was written to me from them because the check had my middle name on it but my account doesnt. I spoke to another supervisor who stated that she sent her investigation to the back office and that if I did not receive a call within the next hour that everything was resolved. I did not receive a phone call from Chase and so yet again assumed it was resolved. The next day I made a purchase on XXXX and that was declined. Saturday XX/XX/XXXX I took my paperwork from the sale of the vehicle, my drivers license, passport, social security card and birth certificate in to the local branch and met with the branch manager. She scanned my purchase paperwork in to the back office and then said she would call me once she heard back. About XXXX that same day I received a call from her stating they got back to her saying everything was resolved and I could access my account. I tried to use the card both XX/XX/XXXX and XX/XX/XXXX and it did not work either day. This morning ( XX/XX/XXXX ) I received a phone call from the branch manager saying she checked this morning and my account was now showing pending closure due to the fraud department not being able to verify with XXXX that the check came from them because the XXXX branch number did not clear their security checks. The chase branch manager called the XXXX branch where we sold the car and the business office manager was able to verify with the VIN from the paperwork we gave to Chase that the act was indeed sold there to me. The Chase fraud department said this was not enough. My account which has {$30000.00} in it and my daughters that had {$44.00} both show a XXXX balance. The branch manager said she escalated it and that they should sit me a check but that she can not tell me how long that can take because when it gets to that department, they dont care and it could sit there for a year. I then received a call from the executive team, from a very rude lady who stated that they were already helping me and that she would look in to what theyve already done to help me. Still can not give me a date as to when I will have access to my money. During this whole time I have not received a letter, email, message or call from anyone at Chase stating that they were putting not only the check from selling my vehicle but also my paycheck on hold for an indefinite amount of time. The only time Ive received any information about it is when Ive called them.

Company response to consumer: Closed with non-monetary relief