Consumer complaint received 2021-01-08
Company: JPMORGAN CHASE & CO.
State: OH
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
XX/XX/XXXX - XXXX XXXX - Deposited into my savings account a gift check from my father in the amount of {$12000.00}. This type of gift check has been a consistent annual deposit in the 10  years I have banked with Chase XX/XX/XXXX - before close of business - Chase draws the funds from my father 's bank XX/XX/XXXX - Funds are not showing in our account, but we don't expect them to until the XX/XX/XXXX because the amount of the check. My wife calls Chase to make sure the check is on schedule to clear by the XXXX because we are slated to leave for vacation XX/XX/XXXX - XXXX XXXX - {$12000.00} is posted to my savings account, along with the {$700.00} that was there previously. Multiple attempts to transfer part of the funds to checking for purposes of our vacation are unsuccessful XX/XX/XXXX - XXXX XXXX  - we call the 800 number provided by Chase, who indicates that a hold has been placed on our savings account, and we are given a second number that we are to call the next day ( Monday XX/XX/XXXX ) XX/XX/XXXX- XXXX  XXXX - call the second number, who tells me that the there were illegible markings on the check and our savings account is being closed. Says they tried to contact my father ( phone records will indicate this is not true ). Said they were closing my account because I failed to call them. No communication of any kind had ever been sent to either my or my father indicating a problem. Chase rep was aggressive, accusatory, and rude. When I asked about accessing even the {$700.00} that was previously in the account, I was told that was impossible, because they'd already closed the account, and that it would be mailed to me. At this point we are 1,000 miles from home on a two-week vacation with very limited funds in any account. 

XX/XX/XXXX XXXX  meet with XXXX XXXX, an assistant Vice President in charge of Personal Banking at the XXXX XXXX branch of Chase. She is helpful and sympathetic. Calls someone who tells her they need verbal verification of the check from my dad because of the marks on the check. Eventually, this is secured over a period of hours. XXXX assures me that the {$700.00} will be made available to me and the {$12000.00} within 4-5 days. 

XX/XX/XXXX opening of business. My account shows that the {$700.00} has been moved to my checking account, and that savings is no longer {$12000.00}, but rather - {$4.00}. Chase has removed the {$12000.00} from all accounts and charged me a {$5.00} service fee for moving the funds. I call XXXX and leave a message ; the {$5.00} fee is waived by the end of the day. 

XX/XX/XXXX There is still no sign of the {$12000.00} in any of my accounts. I call XXXX ; she is out on vacation and provides an 877 number to call. I call that number. I talk to three different people over the course of an hour ( we are still on vacation ; this is the second separate day of the vacation that had substantial chunks of it eaten up by conversations with Chase ). They tell me that my check had not been released, but they will release it, and it should show in my account in 4-5 more days. Chase has now held my fathers money for 18 days. 

XX/XX/XXXX Now back in Ohio, no sign of the {$12000.00}. 

I file complaint # XXXX with the XXXX XXXX  XXXX, and forward updated information about the case as well as the XXXX  reference to XXXX XXXX and her manager, XXXX XXXX. 

I visit my local branch in XXXX, OH. Chase has now held {$12000.00} of my fathers money for 26 days with no adequate explanation. My banker there, XXXX XXXX, is courteous and helpful as XXXX was, listens to my story and makes a phone call. She is informed that the people she spoke to were unable to release the check, and failed to communicate this with anyone. How they expected the situation to resolve itself is unclear. I was told, yet again, that it would be 4-5 days for the money to clear. I was told by the person on the phone that he would follow up with me by Thursday to update the progress of the check. As of Friday evening, he has not called. 

XX/XX/XXXX I call and leave two messages for XXXX XXXX, updating her. 
I hear from Chase regarding the XXXX complaint. I am given a name ( XXXX ) at Chase Executive Headquarters, and a phone number ( XXXX XXXX ). I call XXXX and leave a message and my case number. I have yet to hear back from XXXX. 

I call and leave a message at my local XXXX branch, asking them to call back with updates on the progress of the check. My call is not returned. 

XXXX XX/XX/2021 XXXX XXXX calls me and tells me shes in conversation with people at the Executive level about the check. She mentions that it might be possible for the money to appear within 24 hours. 

XX/XX/XXXX- XXXX XXXX calls and indicates that she has been on the phone regarding my situation for 2-3 hours today and is being told that I will receive the funds Tuesday ( XX/XX/XXXX ), and that someone should have asked me if I wanted the money in my account directly or by check ( which seems absurd ). 

As of the close of business today, this money continues to be in Chases possession, and has been now for a full 29 days. It has already significantly affected our financial decisions, eaten up countless hours of time, including vacation time, and now threatens to leave us unable to pay our bills. No explanation has ever been offered as to why they can't simply place the money back into our account with the automated swiftness with which they took it out. With the exception of Ms. XXXX and Ms. XXXX, we have been treated dismissively and/or downright rudely at every turn.

Company response to consumer: Closed with explanation