Consumer complaint received 2023-03-21
Company: JPMORGAN CHASE & CO.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
My bank account was set up with Chase since I was XXXX years old, I owned the account for almost 10 years before the incident occurred where Chase froze and then closed my bank account with no notice, access to my funds including a cleared check of {$6800.00} and my pay check which had been a reoccurring deposit / transaction for 4 plus years from my place of employment. 

On the morning of XX/XX/XXXX, I electronically deposited a check to my checking account though J.P. Morgan Chase Bank in the amount of {$6800.00} that was sent to me by a cash back rewards online program I have been using for 2 years now via mail with my name and address on it. All of my information was correct, it was made out to me with the exception of my hyphenated 2nd last name. When I deposited the check it said that the funds would be available on XXXX. It took some time to clear and when the funds showed that they had cleared and were in my account when I checked a couple of days later ( XX/XX/XXXX ), I decided I was going to transfer some of the money into an external savings account I had previously sent money too many times over the course if the year. What I did not know at that time is that my account had been frozen, so I received a notification later than morning that my transfer had been cancelled and did not happen. I proceeded to call that morning and asked to speak with someone who could help me understand what the next steps were and an explanation for why this had occurred, I was told that the funds would be available to me within the next 10 days or I could call the place that issued me the check and request that they stop the transfer, being that I had already deposited the check, I believed I should just allow them to do their jobs and all would be okay. I received no communication from them until by the morning of XX/XX/XXXX, at this point both my savings and checking account were now frozen along with all of my finances ( 2 weekly pay checks, the check deposit I made and anything in my savings account ). When I called on the morning of XX/XX/XXXX, I was told that they needed to get in touch with the place that issued the check to me ( XXXX ) and that they would not allow a 3 way call, they can not leave voicemails, send them an email or use any other form of communication other than a call that they ( chase bank ) initiates so they could verify that they check was intended for me even though the check cleared and they had the funds received. They told me this was the only way. At that time I was also told for the first time that if they ( their fraud team ) were not able to get in touch with XXXX to confirm whatever information wanted, my account would be shut down by XXXX that same afternoon. However, due to covid the company XXXX was no longer able to take incoming phone calls and since Chase would not allow XXXX to call them the only way was a three way phone call, which chase was not allowing. Just like Chase, XXXX does not allow calls both due to staffing and also to protect their clients information but they would allow a three way call or help if Chase was willing but they were not. Despite my many attempts to explain this to them, and them listening to the same message play back explaining the information I explained to them when they called XXXX they insisted the could not do a 3 way call, XXXX could not call them or initiate the call, and only they could call out. 
I was then told by the supervisor of the fraud department for chase that if I was able to get in written form of communication from XXXX that the check was indeed intended for me ( the person who's name was written on the check ) and take it to a Chase bank onsite it could be reviewed by a bank manager, the documents would be sent over for record and I would be good to go. With that direction I contacted XXXX via email over the course of the next couple of hours and obtain the information with a copy of the deposited and cleared check, etc. drove to a Chase bank and provided all the documents, explaining the situation to the bank Vice president who also agreed that all was on order and he would send all the documents to the team who would review the information but that everything should be just fine as this would clear up any issues. 

After a couple hours I called them to ensure all the documents were received and where in process. At this point I was now being informed that it was under review and would take up to 8 hours for them to process the documents but my account would not be closed, and to be patient. Within the next couple hours, I looked on the mobile app where I saw my accounts where no longer coming up on the dashboard. I called again and was informed they are just in a review and to allow them to complete this process, that they still showed the accounts open. 

The following day, I called and I was told that regardless of the " incorrect information everyone has been giving me '' my account was closed and there was nothing I could do about it. I asked about the funds in my accounts, I was told that my balances with the exception of the check I deposited for over {$6000.00} would be mailed to me at the address on file and that if they were not able to confirm the information they wanted with XXXX via their phone call the money would be sent back to XXXX, and if they did get in touch with them since they would be making continuous efforts to get in touch with them and get the matter resolved, I would get a check. A couple days had passed and I had not heard or received a check, I reached out to their fraud department supervisor again, she told me that the information I was given about the funds going back to XXXX was incorrect and instead it would sit in a General Ledger account until they got in touch with the company to confirm the check was for me and that I would never be allowed to open an account with Chase again until the matter is resolved by XXXX responding to their phone call and no other way could be used as verification but the remaining funds was already processed, I received that check about 10 business days later in the mail. 
Since then, no movement has occurred on it. Chase has not attempted to try to resolve the situation regarding the XXXX check in the amount of {$6800.00} and I am unsure what to do and I do not believe this is fair. 

I provided any and all requested information, even sowing statements of high dollar checks being cleared and deposited with no issues in my external savings accounts with other banks, emails, etc. The check had my name, address, etc. and most importantly it cleared, they had the funds. I have tried inquiring about it but I am unsure what is being done to resolve the issue or if anyone is trying. 

Please review this! 
Thank you

Company response to consumer: Closed with non-monetary relief