Consumer complaint received 2023-11-22
Company: JPMORGAN CHASE & CO.
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Ok quick prequel ; My home was broken into, burglarized and vandalized in the final days of XXXX this year. Dealing with the criminal process and our legal system has taken us to now, where my mortgage is in arrears, my gas is now actually shut off and the electric will be disconnected this week if I can not bring the account to current. Now I knew that I would have money coming to me from the insurance claim and eventually lawsuit and also am seeking funds from the XXXX Victims assistance program. Much to my dismay and in contrast of my recent trend of luck, XXXX handled my claim at lightning speed and issued payment within just days of getting to meet with the adjuster and going over all the damages. The checks were delivered to my home on Saturday XX/XX/XXXX and I immediately went to a Chase bank branch that was still open figuring that it would be way to get the payments in my account and available the quickest, and I also hoped or thought I would be able to cash at least some portion of the check right then so I would have some funds immediately available. Upon walking in I was greeted as always and explained what I needed to do and that my paramount concern was that I needed money IMMEDIATELY. I did ask if it was better to do a mobile deposit or through the teller, also mentioning that I could have had XXXX direct deposit it into my account. The check was for the amount of {$20000.00} made out solely to me which I endorsed on the back and it was from XXXX XXXX XXXX XXXX OH, and this is what really has me dumbfounded, from their JPMorgan Chase Bank , N.A . business account!!! I was told that I could not cash it and I do wonder why that is. Before he put it through I asked very clearly when it would be available and restated my concerns of needing funds available immediately. The teller told me that there was no way he would be able to tell me that until it was printed on the receipt. I reluctantly said ok and he put it through and the receipt printed and showed that the funds would be available on XX/XX/XXXX, and this was done on the XXXX, so almost a half a month! For lack of strangling a bank teller I politely said thank you and went out to my car scream and immediately called Chase customer service and explained what all happened and what could or would be done to get me funds immediately available. I was transferred a couple times finally to speaking with some specialized team that the lady assured me that the funds would be available Tuesday the XXXX, which again I had to unhappily accept and after getting off the phone with her, had to call my wonderful retired mother living on a fixed income to beg her for a loan to try and mitigate some of what was about to happen as payments needed to be made. Now the XXXX or whatever I had spoken to told me that if the funds were not released on Tuesday to call back so when I checked the status online yesterday they had gone from " pending '' to specifically " on hold '' so furious and outraged I immediately called back. After beginning to lose my temper with the first person I was again quickly transferred to some specialized department, who I do believe tried very hard to help me but still the outcome, completely absurd and unacceptable and in the end leaves me hog-tied with blinds on in a dark corner left for wolves. The issue apparently is that they can not verify the check and that the check was made for me, I think I guess? I was on the phone with this patient XXXX woman for a little more than an hour I believe, she had to put me on a pretty long hold a few times to try and gather information or verify information. Now what I can not understand is that there is ABSOLUTELY NO WAY I can help make this happen, and don't understand how that can be so! I have ALL the paperwork right next to me while I'm talking to her. The claim, the adjusters contact info, my insurance info and anything else you could possibly need or want involving the case, claim or payment! No none of that can be accepted because it has to be THEM that gets it and provides it. I said I could surely get corporate XXXX to contact them to verify whatever they needed, again no it doesn't work if Nationwide contacts them directly because it needs to be a Chase agent or representative that uses one of their verified routes of communication to verify things. There is absolutely no way at all I or even XXXX apparently can do anything to remedy or even just expedite whatever asinine and archaic process this is that I'm stuck in. She had explained that such a hold had been placed on it that there was absolutely no way to lift it until it goes through it's process so basically I'm stuck until the XXXX now. During this wait already, my checking account is now - {$310.00} negative, surely would be more but I know at least XXXX payments have already been returned which of course causes me to be charged a fee from that end. My gas is shut off now as we go into the winter cold. To add insult to injury my checking account that should have a balance of over {$20.00} grand, but instead is negative and therefore accruing overdraft fees now! Furthermore, since now I can not pay my mother back the {$1000.00} she loaned me her account could potentially ending being over drafted! All this over Chase not accepting a check made out to a long time customer from a Chase business account, that I have made very clear just how desperate I am for this money as ALL of my cash was stolen, my locks were compromised as well as my camera and security system, all of which is waiting on this money to be restored, and now I have a house with no heat or hot water and no way to do much cooking! I want to make very clear, being that I keep mentioning XXXX, that this is in no way at all against them nor caused by them. XXXX really was on my side this time! JPMorgan Chase Bank is the antagonist here and as it's the biggest bank on the planet, it's becoming clear to me, it's also one of the greediest and least empathetic. I also want to mention this is only part one of my insurance settlement. The other check is for almost {$24000.00} but is made out to me and my mortgage company that I haven't called yet to figure out how we go about doing that, and now I'm thinking it will be in opening an account at another financial institution. In the screenshots I uploaded check out the one where they state the reason for the hold is that they need more time to retrieve the funds from the issuing bank... .which is THEM! My mind is truly blown.

Company response to consumer: Closed with monetary relief