Consumer complaint received 2022-07-11
Company: JPMORGAN CHASE & CO.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Dear Consumer Complaint Division, On XX/XX/2022, I deposited a check in my fathers name in the amount of XXXX XXXXXXXX, XXXX and XXXX dollars and XXXX XXXX cents ( XXXX ) into my account that was endorsed to me, who I have durable power of attorney for. Before I had deposited the check, I ensured that Chase accepted endorsed checks per policy by calling the Chase customer service line and asking prior to physically depositing the check into my account. I was informed that there were no discrepancies and if I chose to deposit the check into my account, funds would be available for use and withdrawal, transfer, etc. on XX/XX/2022, from checking account ending in XXXX, after funds cleared. Based on the information I received I decided to deposit the check at my nearest Chase location which at that time was the branch located at XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, TX XXXX. 
At the branch the teller took my check, drivers license, and social and proceeded to complete the transaction and gave me the date of XX/XX/2022, as the expected date that funds would be made available. I kept an eye on my account through the online banking app from the day I deposited the check to the date I was given. On XX/XX/XXXX I logged into my online banking and was denied access and was prompted to call Chase at XXXX as my account was locked due to suspicious activity. 
I called the number given and proceeded to explain to the agent that my account was restricted, so I was transferred to the fraud department where I was told to wait for the funds to clear after XX/XX/2022, and that it was routine procedure but from what the agent could see there were no issues. XX/XX/XXXX came and went, and my account was still restricted so I called once again and explained to the Rep what had occurred, and this representative could not figure out a direct answer as to why my account was restricted and was given the run around. This went on for a couple days where I would call the number and each time would receive different information to the point of frustration. Overwhelmed, emotional, and angry I waited for an agent to tell me what the problem was. The agent reviewed my account and proceeded to explain to me that I would need a third-party verification from my father. I then explained to the customer service agent that I had a durable power of attorney for my father. I was told to bring in the power of attorney and XXXX forms of valid government issued identification to a local branch, so a banker could upload it into their secured system to review the documents and successfully lift the restriction to release the funds. At this point I had not received any form of written or oral communication from Chase regarding this important matter that involved fraudulent concerns according to the financial institution. 
On Saturday, XX/XX/2022, I went to the Chase branch located at XXXX XXXX XXXX XXXX, XXXX, Texas XXXX where I gave the documents to a banker to upload, I was told it could take up to 48 hours for the documents to be uploaded into their secured system where the fraud department would be able to see. After the 48 hours had passed, I called Chase again and was told the documents were not in the system as they never received them. So, on Monday, XX/XX/XXXX, I decided to go to the branch located on XXXX XXXX XXXX to speak with a banker and try to upload the documents again, due to the first upload not successfully transmitting into their secured system. The branch manager assisted me and was told it would take another 24 hours. for the documents to reflect on their end, so I left and waited patiently. 
On XX/XX/XXXX, I called the number in the fraud department again and spoke with a few agents in different departments. After a few hours of being on the phone and being transferred to different departments, I was left confused, emotional, and well misinformed. I was given an overwhelming amount of information on why, how, and when I would receive my funds. Unfortunately, that would not be the case in this matter. 
It started in this order. First, I was greeted by XXXX in the New Accounts Screening department, who then transferred me to the XXXX department, where I spoke with XXXX, who told me I was in the wrong department and needed to contact ( XXXX ) XXXX and choose option XXXX, and then proceeded to transfer me, which at that point was greeted by XXXX in the XXXX XXXX XXXX department. I briefed XXXX, giving in-depth details and descriptions of the issue I was having, and needed this resolved as soon as possible. I was told I might hear a moment of brief silence as she investigated the matter but was reassured that she was still on the line. 
At that point, I was told the XXXX I had submitted on XX/XX/XXXX finally had been uploaded. The agent informed that she would need a minute to review the documents and input information into their system so she could lift the restriction on my account and release the funds, making them available for use and even pick up at a local branch. After approximately XXXX minutes, XXXX told me that she had successfully released the RESTRICTION made on my account and could finally go to a branch and withdraw funds. I was told that upon arrival to inform a bank teller that I was there to pick up my funds. 
I made my way back to the branch located at XXXX XXXX XXXX XXXX # XXXX XXXX, Texas XXXX. I arrived at the bank teller counter and informed her of what the XXXX XXXX XXXX customer service team had told me, and she proceeded to access my account to try to initiate the transaction. Upon accessing my account ending in XXXX, the teller encountered a restriction block still on my account which at that point referred me to speak with the branch manager.

The branch manager came from the front and asked me to come to her office and took my documents I had in hand and called the fraud department once again. They told her that the hold had not been lifted and asked if it was fine to put us both on another hold while they investigated this matter and reviewed the account I agreed. A short amount of time later the customer service agent came back on the phone and began speaking with the branch manager in which she explained that my account had been closed and that they had generated a check that would be mailed out. XXXX of the checks would be made out for the amount that was in my account at the time of closure. At this point, I still had not received any form of oral or written communication and had been in contact with the fraud department every day, several times a day since the restriction had been placed and did not comprehend why no agent informed me of this action or even explain the procedure on the policy regarding this matter. The branch manager asked me if the address that they had on file was a good address where they could send the funds. I told the manager and the agent on the phone that I would like to have it sent to my XXXX XXXX in which the agent replied that they could not send any mail to XXXX XXXX XXXX and thats when the Manager suggested that Chase send the check to the Branch, it would take XXXX business days and she would call me once the checked had arrived. I was under the impression that I would finally be receiving all my funds from the account including the endorsed check that I had deposited. During my visit the branch manager had even taken it upon herself to offer a new checking account and opened the account for me and even offered to call my landlord to explain my financial situation and ensure that the matter had been resolved and I was just awaiting the check to arrive, so I could fulfill my financial responsibilities without losing the opportunity for the home that I was approved to move into. This gesture was offered to ensure that I would be receiving my money and as a way to buy the bank some time while I waited for the checks to arrive as this had all been an inconvenience and was interfering with my ability to meet my financial obligations leaving a huge impact on my household and our financial well-being. I agreed and we ended that interaction on that note. 
I waited for the 4-7 business days that was given to me and I had not received any call or communication from the Chase or the branch manager that had assisted me, so I decided to call the branch and ask if there was any update regarding my matter. I was told by a bank teller that the branch manager was not available and was on vacation. At that point I proceeded to contact the customer service number to see what was going on as I needed access to the funds as I was moving and needed to pay my landlord a security deposit and many other essential financial matters that was crucial to my future and support of my household. I was greeted by a customer service agent and gave her my credentials needed to look up my account and the agent asked me to give her a minute to review my account and any notes left from previous agents to see what was going on. 
After a few moments on hold she came back on the line and informed me that in order to release the funds she would need a death certificate for my father in which I replied frustrated that my father was not dead but well alive and does not live in the United States in which she replied that since he is not dead then they would need him to come into a branch with a government issued I.D . or they would need a phone number in his name that they could verify and call to speak to him. I then began to become more upset, irritated, and emotional and began to explain to the agent that my father did not live in the United States and did not have a government issued I.D . let alone a U.S. phone number in his name. I told the agent that the Durable Power of Attorney should be sufficient to release the funds as the document gave me authority to these types of transactions. I asked the agent if they could just return the funds to the check as a way of cancelling the transaction and the agent then rudely told me no they would not reverse the transaction that I was not entitled to the money, as it is not mine, and they would not release the funds, as my account is now closed, and I was no longer a customer. I told the agent that they were stealing and depriving my family of the money that my father worked hard for and left for his family. The agent cut me off and asked if there was anything else they could help with and proceeded to disconnect the call. 
I then decided that I was going to try XXXX more attempt at resolving this matter through Chase and filed a complaint with the Chase complaints department and waited for a response. Surprisingly I received a call from the complaints department on XXXX who kindly greeted me and assured me that they would do their best to resolve this matter and asked me how I would like to receive the funds and took my information down and asked me to describe what had happened. I explained to the agent the situation and he thanked me for my time and told me that I would be receiving a call from his department in a few days to update me on the outcome. The following week I had received a call from the same complaints department in which this agent explained to me that in conclusion of attempting to resolve my matter the only way they would release the funds was for my father to physically come into the branch with a government issued I.D . I began to argue with the Agent and explained to him that Chase is wrong they did not even follow proper procedure in my matter as I had not received any letter or form of communication prior to closing my account or after closing my account. I also mentioned to the Agent that at the time that Chase decided to close my account XXXX checks were generated XXXX in the amount of the balance I had prior to depositing the check and XXXX in the amount of XXXX, XXXX. Chase decided to only mail out XXXX of the checks and keep the other check and refuse me the right to access the money that my father left his family. I have revised and read the Deposit agreement that is signed prior to opening an account and I did not see any clauses in the agreement that shows the policy that Chase is implementing in my case is proper protocol. 
The bank has not considered the havoc it has wreaked on my household financially nor the opportunities it has deprived my family from. Chase has only shown interest in their financial gain and continues to hold on to money that is not theirs and justifying their actions as ethical and not whats in the best interest of the consumer. I have not been treated with respect or even given the courtesy to even communicate or know why they have acted in the manner thus far. This all has been an inconvenience and a series of different emotional events for my family and I. We have had to put our plans and goals on hold and have lost so much financially, spiritually, emotionally and have suffered a great ordeal due to the actions of Chase.

Company response to consumer: Closed with explanation