Consumer complaint received 2023-06-27
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Here is the summary of the banking issue faced by XXXX XXXX XXXX, XXXX XXXX, and XXXX XXXX with Chase Bank regarding a rent deposit refund check. 

* Residential Details : The trio resided at XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX, and moved out on XX/XX/XXXX. The apartment was rented under the names of XXXX XXXX XXXX, XXXX XXXX, and XXXX XXXX. 
* Check Details : Upon moving out, XXXX XXXX issued a check for the rent deposit refund amounting to {$3900.00} ( check number XXXX ), payable to all three tenants. The check was issued on XX/XX/XXXX, and sent to their new address at XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, CA XXXX. 
* Bank Issue : XXXX XXXX tried to deposit the check online using her Chase bank account. However, the check stayed in a 'pending ' status for an extended period before XXXX XXXX account was unexpectedly closed by Chase XXXX 
* Bank Visit and Verification : Following the account closure, all three individuals were asked by Chase to appear in person at the bank branch to verify their identities. Despite XXXX and XXXX being out of the country, all three of them managed to visit the Chase branch. They presented two forms of identification each and were informed by XXXX XXXX XXXX, Assistance Vice President, Private Client Banker - SB/MOD, that XXXX could XXXX a new account, and the funds would be credited within five business days. 
* Delay and Non-Fulfillment : Despite repeated assurances, the money was not credited to XXXX 's new account. Instead, they kept receiving calls for re-verification and were continually redirected to other staff members. 
* Inability to Issue New Check : Meanwhile, XXXX XXXX attempted to issue a new refund check but were unable to retrieve the original funds from Chase Bank. 
* Fraud Department Interactions : After approximately six weeks, Chase called again, informing them that the fraud department was providing " push-backs '' and they could no longer assist. The bank promised to reach out with instructions on filing a complaint, which they never did. 
* Evidence : XXXX received a letter from the bank showing the debit transaction details of - {$3900.00} and stating that her account was closed on XX/XX/XXXX. She also received multiple voicemails from Chase 's executive office, with the case number XXXX. 

The clients are left in a precarious situation with their rightful funds unjustly withheld by the bank. They are looking for legal assistance in retrieving their money from Chase, which they believe was unjustly taken under the pretext of a fraud suspicion. 


This is the Chase case number XXXX XXXX phone XXXX ( XXXX ) XXXX extension XXXX XXXX phone number ( XXXX ) XXXX extension XXXX Infos of XXXX branch person we spoke to at Chase XXXX XXXX XXXX XXXX XXXX Assistance XXXX XXXX Private Client Banker - SB/MOD NMLS ID : XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, CA XXXX XXXX Office XXXX XXXX Service Line : XXXX XXXX XXXX

Company response to consumer: Closed with explanation