Consumer complaint received 2022-11-10
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
I had water damage in my home. I filed a claim on XX/XX/2022 with XXXX. It took XXXX months for the repairs to even begin, meanwhile my husband and I and our XXXX kids were staying in hotels and later in XXXX 's. They only started after I spoke to the claims adjuster 's boss. I received a large sum for {$47000.00}. XXXX issues it to me and XXXX XXXX  on XX/XX/2022. I attempted to get a new check ( with my name only ) from my claims adjuster from XXXX but was unsuccessful. XXXX XXXX, my claims adjuster did not reply to my email, voicemail, or text regarding my request to get a check with just my name on it. I deposited the check XX/XX/2022 unaware that I had to go through the process of endorsement from XXXX XXXX. On XX/XX/XXXX or XXXX I went into a Chase Bank Location in XXXX XXXX to question why my account was restricted. I was informed about the deposit and that I had to submit paperwork in order for the bank to unrestrict my bank accounts and release the funds. The same day I went back with requested documents. I was told it would take a couple of days. I called or went in XXXX days later and was informed that it was still in process. I went back in to see XXXX XXXX in XXXX XXXX. She was getting the same answers as I had received. She got no answers on her end when she called in from the bank location. This went on for another week. All the while, I have no access to my bank accounts and can not pay my bills. I requested that my other available funds be unrestricted, but they would not. I asked them to cancel the check, so I could start over, but that wasn't an option. The explanation I received was that XXXX 's check was issues by a Chase Bank and I deposited into a Chase Bank, so they couldn't release the funds. I then called XXXX XXXX  and I went through the Third Party Release forms through their Loss Draft department. After calling XXXX, they were able to get a copy of the check, but it was not a legal copy of the check. Therefore, XXXX XXXX  can not endorse the check. I have been working with a nice Vice President, XXXX XXXX at a Chase Branch Location in XXXX XXXX. His communication with corporate has been that had XXXX not banked with Chase, the check would have been returned to me. It is now XX/XX/2022. I have called countless times. I need to get a legal copy of the check so that XXXX Mortgage can endorse and I can pay for the repairs done to my home. My credit score went from a XXXX on XX/XX/XXXX to a XXXX as of XX/XX/2022. During this time I had to pay with my credit card for everything. I had to pay {$21000.00} in repairs with a credit card. My daughter who is in college couldn't pay her rent because her account was linked to mine. I could not send her money because I couldn't access it. The stress that this has caused me and my family has been tremendous. Not only have we been displaced for XXXX months due to the water damage, but the financial burden has increased my stress, has affected my credit score and I still have no resolution from Chase Bank.

Company response to consumer: Closed with explanation