Consumer complaint received 2023-09-28
Company: JPMORGAN CHASE & CO.
State: NH
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
Good evening, My name is XXXX XXXX XXXX. My girlfriend and I had a small flood in our basement. The insurance paid us for the items that were ruined, we had a renter 's insurance policy that we each paid half on, although the policyholder was in my girlfriend 's, XXXX XXXX XXXX. We had plans for this check, to replace some of the things that were lost, as well as pay some bills.The amount of the check was for {$7600.00}. Well, my girlfriend passed away in her sleep, I found her when I went to wake her up. By the way, I am XXXX XXXX XXXX, as well as XXXX was, XXXX XXXX XXXX. Because of XXXX 's passing, I mourned for nine days before I started to think, what am I going to do now? I get {$2900.00} Social Security on the third of each month. Now, the way we paid our bills, XXXX each month would add all the bills up split it down the middle and we each paid half. I paid XXXX anywhere from {$1300.00} to $ XXXX check that we had plans for is now a type of survival for me at this time. So, I took the check to the Chase Bank drive thru ATM. The Chase Bank is located at XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXXXXXX XXXX XXXXs ( XXXX ) XXXX and deposited on XX/XX/2023. The next morning after the deposit, I'm looking at my email, and there's one from Chase Bank saying there was an error at the ATM. So, I'm thinking an electronic error for some reason. I called the bank, mentioned the error, they told me they sent the check back to me and when you received it come to the bank and deposit with a teller at the bank. I finally get the copy of the check in the mail. The next day I go into the bank, but before I go to the teller, because the check was in question, I consulted with a Bank customer service rep. I showed her the check, she said fine, is it endorsed? I turn the check over and she says go to the teller. I slide the check to the teller put my ATM card in with my pin for verification, the teller tells me the funds will be available in fourteen days, I then leave the bank. The next thing I know is my checking account is restricted. The reason they gave me was that I deposited a pay to estate check into a regular checking account. I knew nothing about estate checks can not go into regular account, it has to be deposited into an estate account. And I only found that out when it was explained to me the morning I called the bank about the restriction. Now, I would think, showing the customer service rep the check, and seeing it said pay to the estate, but maybe I'm wrong but I would think she would have maybe asked if I had an estate account. And surely through the training of the tellers to do their job they would know not to accept and deposit an estate check into a regular account. What should have happened, the teller should have slid the check back to me and said, XXXX XXXX we can not deposit your check, you need to open an estate account to deposit that check. I would have turned around and said thank you and walked out. Now, this is the first time I had to pay the rent myself, and the landlord understood that XXXX passed. Well, because of the restriction, the check to my landlord was returned to him. The automatic payment to my auto insurance was declined. So I called my landlord, and couldn't say how sorry I was about the check bouncing. I told him I would get the rent money in cash. I then return to the bank to withdraw {$2000.00} cash from my account, I was told I couldnt. I said that can't be right! The funds I had in my account had nothing to do with that check I deposited. I walked out empty handed. After a day or so, I called the XXXX number for customer service for the bank. I told them about the withdrawal I was trying to do. They told me I have every right to those funds. I asked the rep to please put that in my notes. I return to the bank and tell them about my phone call, he still refuses to give me my funds to pay my landlord. I finally convince him to look at my profile and the notes. He reads it, makes a couple of phone calls, and after a half hour of waiting, I finally got my rent money and met my landlord and paid him the rent in cash. How, embarrassing. Well, with all the problems with this check, I called the insurance company back that submitted the check to us, told him about the pay to estate quotation on the check. His reply to me was he was going to stop payment on the check in process and mail me another one with the estate quotation voided. So, I called the bank to tell them the latest news and the woman on the phone at the bank says that check is ready to clear on Thursday. I call the insurance company back and I was told it was too late to stop the check. So the funds cleared. I called the bank and asked the woman in the fraud department, this is where they are taking my calls, where is the money from the check that was deposited? She told me the funds are held in suspense, and need verification of the executor for the funds to be released. Now, I'm trying to get the funds to pay the bills. I didn't pay my car payment, made no payments on any of my credit cards last month, I didn't even have the money to pick up my prescription at XXXX XXXX. I was told the funds would be released with proof of the executor of the estate. The executor of the estate is my girlfriend 's son, XXXX XXXX. I called XXXX and told him the trouble I'm having and would he be so kind to come to the bank with the proper documentation so I can get the funds released from the bank? He agrees to meet me at the bank a week ago at XXXX XXXX and take time from work to do this. We go into the bank, I give I think the manger is referred to as XXXX my Chase debit card and licence. He logs into the computer and said the check was mailed to you. Pushes his chair back, end of conversation, didn't even ask for the documents that XXXX had with to show proof and get the funds released. I told XXXX what I was told earlier about the funds in suspense. He couldn't be bothered to look any further. So, I apologized to XXXX and off he went. I now wait five days, no check. I call the bank back on the XXXX customer service line about why I haven't received the check? The rep says, we didn't mail that check to you, we mailed the balance of your checking account to you because we closed your account. Yes, I did get a check for {$16.00} and some cents. So, do you think that when I went in with the executor of the estate, I was there checking on a {$16.00} check?? So, here I am, thinking how I can get XXXX to return to the bank again with the proper documents, which we already did a week before in person. I left a message to XXXX asking him if he could go back in with me. Shortly after I left the message to XXXX, Chase Bank calls me, I reiterate what I've been saying here. She tells me at first it has to be verified with the executor of the estate, I told her we already went into the bank to do that. She tells me it will take five days for her to call me back. I said could it be sped up because of the situation I'm in and have a little compassion? She said no, five days.Today is the XXXX of XXXX. The check was first deposited on XX/XX/XXXX. Is this right? It is cruel if you ask me. Now, I am a Senior Citizen, I've had XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I am presently under a doctor 's care because I'm lXXXX XXXX  and they haven't found the cause yet. I was at XXXX XXXX I now weigh XXXX XXXXNot only that, I am still grieving for my girlfriend. With what they did to me here is caused my credit rating to plummet. I can not afford to live here and have every intention on moving out and getting a place I can afford. But, with the bank giving me the run around, getting a different answer each time I call, restricting my account, then closing it all together over this you know what I call it? Passing the buck. They put all the blame on me when unknowingly, I wasn't aware of doing anything inappropriate. I would think the employees should know their job well enough to stop a deposit to go through so this wouldn't happen to another person. I was even told, when the woman explained to me about the different accounts that their staff needs to be trained to be aware of this. So, here I sit, waiting to get the funds to relieve me from all the turmoil and stress I've been under. The thing I truly worry about is my credit rating. No if 's but 's about it, I will have to start applying for an apartment. Who do you think they are going to rent to? Someone with a good credit rating, or me? I think you know the the answer already. Thank you for your time. 
Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation