Consumer complaint received 2023-02-21
Company: JPMORGAN CHASE & CO.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Preface : I have had multiple Chase accounts for years in the form of Mortgages and Credit cards. Chase most certainly knows who and what I am and many of my financial habits, my credit score, etc. I had recently opened a Chase business checking account because XXXX  XXXX XXXX had cut their hours at my branch. 

On XX/XX/2022, I made a remote online deposit for {$820.00}. The deposit was a rent payment from a tenant who has been using counter checks. People use counter checks when they don't have a checkbook. Chase bank did not communicate any problem to me at that time. A few days later, I went to my online account and found that my account was frozen. I called the designated number. The call was routed to an XXXX call center, I believe. The rep told me that the check was deposited more than once, as shown on her screen. I said that was not true. She told me the bank 's policy was that I had to prove it, and that my newly opened account would be closed in 10 days if I didn't. I also took this problem to the persons working in my local branch. They also saw something on their computer screens, and also told me that the check had been deposited more than once. I again said that was not true. They said that it was true. I asked what are the details of this other deposit. They said they did not have that information. They closed my account that very day. A week or so later, I received a check for the amount in the account, minus the {$820.00}. I have continued to try and do not accept that they are keeping my money. 

Now here are the facts of this Chase-made fiasco. I received a counter check just like I had been receiving ( and depositing in another bank ) for a year. I deposited the check one time only. The check did not bounce, it was honored by XXXX XXXX which is the issuer. Neither XXXX XXXX not my tenant is aware of any irregularities. I have been accused, convicted, and punished by an incorrect computer. Neither the computer nor any person can tell me what they think has happened wrong. The only human intervention has been to enforce whatever the computer indicated. So Chase bank has this computer problem, and a policy of no human being checking on the computer. Either that or there is some intentional act by them. 
I was told be Chase, several times, that I had to prove that there was no other transaction. This in itself is very problematic : How to prove a negative? -- If someone is making an accusation, the least they can do is show the evidence. A false message on a screen is not evidence. I actually have gone to XXXX XXXX, and have verified that there is not problem. The man there told me that he did not see any problem. I asked him if I could get a note from him saying that there was no problem to show to Chase. He said no, because I was not the account holder. My tenant, the account holder has already been to XXXX XXXX at least twice in regards this matter. He has to walk a mile to get to the bank. I don't think that I should have to get my tenant to do any more just because Chase has a system error. 

Chase has told me to refer to a document I signed when the account was opened which said that deposits are subject to verification. I did not read the reams of paper created by squads of lawyers, and I am sure no one else does either. In any case, verification of that check came to Chase in the usual way, by electronic payment. There is and has been no problem, other than whatever is wrong with Chase bank. I find it infuriating that they are being so high handed and think they can lay out unreasonable terms for them to give me what is clearly mine.

Company response to consumer: Closed with explanation