Consumer complaint received 2018-03-28
Company: JPMORGAN CHASE & CO.
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
On XX/XX/ we closed on the sale of our home in XXXX to move to XXXX XXXX. The proceeds for the closing XXXX was credited to our account at Chase Bank via wire transfer onXX/XX/XXXX. 

On XX/XX/, we'd reserved a XXXX truck to move our belongings to XXXX XXXX. We when arrived at the rental agency to rent the truck using our Chase debit card we were told that the transaction was declined. I called the customer service number listed on the back of the card XXXX. I was told by the representative from the " fraud department '' that they need to verify my identity in order to release the " block '' on my card. The asked for a password that I did not remember. The asked for some secondary security questions which I answered and told me they would reset the password. After resetting the password I was transferred to another representative that again advised me they needed to verify my identity and needed my password. After giving them the password that I had given the the previous representative, I was told that it was not correct and I would have to go into a branch and give them my identification before they could removed the block. We rushed to the closest branch and gave the representative my identification. The branch representative called the fraud department and confirmed my identification and had the block removed. The representative advised us that everything was OK and we should not have another issue. I asked if we'd be able to wire transfer money via online banking and was told they we would be able to. We went back to the XXXXXXXX and rented the truck for the move. 

We are purchasing our home in XXXX XXXX and were scheduled to close today XX/XX/. I went to make the wire transfer online on Tuesday XX/XX/ and was notified that the wire transfer limit was {$25000.00}. Our cash to close amount is {$100000.00}. I called the customer service office and asked if I could give authorization to make the wire transfer to the closing agent in the appropriate amount. I was told by several different representatives that I would have to " go into the branch '' in order to make the wire transfer. I explained to the representative what was happening, that I had closed on my house in XXXX  and was buying a house in XXXX XXXX  ( looking at the history ) in my account clearly shows that. We let them know that there were no branches in the state of XXXX XXXX. They advised me that they had a branch in West Virginia that was the closest to me. I told the representative that they was not possible for me to drive/fly to West Virginia in order to send a wire back to XXXX XXXX. They representative continually repeated that the only way I could get the transaction done was to go into a branch. I called a branch office in XXXX XXXX, Florida where we used to live to see if the branch would take a notarized authorization from me to make the transfer. They indicated we would have to physically come to the branch in order to send a wire transfer. Their only suggestion was that I drive to the branch in West Virginia. 

Frustrated, I have had to contact the closing attorney 's office and advise that we can not close because the bank that I have been with for over 30 years will not allow me to initiate a wire transfer without physically being in an office. I will have to write a check to the closing attorney and have them deposit it to their escrow account and wait 7-10 days for the check to clear before we can close. 

This is totally unacceptable behavior on the part of Chase Bank.

Company response to consumer: Closed with monetary relief