Consumer complaint received 2023-11-18
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/2023, I had to take an emergency medical leave of absence from work for mental health reasons. This was an XXXX XXXX XXXX XXXX XXXX, so I was not able to get XXXX and insurance claims established until after I had taken the leave from work. Due to this, I have not been getting paid and have gone 6 weeks without receiving any payment. 

On XX/XX/2023, I finally received two checks in the mail from the State of California Employment Development Department. The first check was for an amount of {$6200.00}, while the second was {$3000.00}, making a total of {$9200.00}. 

After receiving these checks, my first action was to go to my local Chase branch and deposit the checks in person at XXXXXXXX XXXX on Wednesday, XX/XX/2023. I hoped this would make the funds available within 1 3 business days. On Thursday ( XX/XX/2023 ), I checked the status of the deposit and received a notification stating that the funds would be held until XX/XX/2023. I was not given this information when I deposited the checks with the bank teller the day prior. I have not had any funds for 2 weeks, and waiting until XX/XX/2023 is not feasible. If I had been informed of the hold time before depositing the check, I would have made other arrangements, as I need these funds as soon as possible. 

I then called the XXXX XXXX department and spoke with XXXX. This representative was very helpful. I explained that I have been completely out of funds for the past 2 weeks and currently have no money to pay for my medication, food, bills, or gas. I also shared that I had to take a medical leave of absence from work due to mental health, and this financial situation is greatly exacerbating the issues I am experiencing. I offered to provide medical documentation to verify my situation and why I received these funds from the State of California. 

XXXX said that this was not necessary and I do not need to provide medical documentation ; the funds will be made available to me on XX/XX/2023 since they now understand my situation. I was very grateful for his help and was instructed that if the funds were not made available to me automatically on XX/XX/2023, I would just need to call back, and the funds would be released. 

On Friday morning, XX/XX/2023, the funds were not available, so I called at XXXX XXXX as instructed. The agent I spoke with this time said that the funds had not been received from the State of California, but as soon as the funds were received, they would be made available to me, and I would not need to wait until XX/XX/2023 ; I would receive the funds on XX/XX/2023. 

At XXXX XXXX I had not received the funds, so I called again to check on the status. I was then told that I will not be receiving the funds until XX/XX/2023. After being asked to speak with a supervisor, I was informed that the money has still not been received, and I can try calling again later. 

At XXXXXXXX XXXX, I still had not received the funds, so I called again. I asked to be escalated to a supervisor and was now told at this time that I need to provide medical documentation, and they will then decide if they will release the funds to me early. Its Friday night, and the banks close in 30 minutes, so I can not provide this until the next business day. I could have provided this on Thursday morning, but I was told I did not need to. 

I am now in a very difficult situation. I was behind on bills and arranged payments for my bills on XX/XX/2023, as I was promised I would have the funds by this date. I have no money to pay for medication, food, or gas, and I am running the risk of losing services such as electricity and phone. I have no money for gas or food, so I have to sit at home and wait for the funds of these XXXX funds to be made available ; I am out of medication and can not even get this. I took a leave of absence for mental health, and I have been working to get better for the past 5 weeks. I had been making progress and felt happy for the first time in over 1 year. 

This situation with XXXX has undone my progress over the past 5 weeks. After waiting for 6 weeks and struggling to get by, I was finally paid for my XXXX claim, then Chase bank said they wont release the funds for nearly 2 weeks. After speaking with a customer service agent, I was assured I did not need to provide any medical documentation, and I would receive the funds on XX/XX/2023. On XXXXXXXX XXXX on Friday night, XX/XX/2023, I was then told I need to bring in medical documentation for them to even consider releasing the funds to me, and I am greatly suffering.

Company response to consumer: Closed with explanation