Consumer complaint received 2023-09-28
Company: JPMORGAN CHASE & CO.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Cashing a check

Complaint:
XX/XX/XXXX - My mother-in-law wrote me a check for {$5000.00}, and I tried to deposit into my Chase checking account. I received notice that Chase could not verify my mother-in-law 's cell phone number and they were going to hold the check in suspense, close my checking account, and mail me a cashier 's check for my remaining balance. Since my account was closed, my biweekly salary payment from my employer did not go through, I could not pay my credit card statement, and all of my autopays were denied. 

I repeatedly tried to call Chase 's Fraud department to see how we could verify the check. They kept saying they could not verify my mother-in-laws cell phone number. After several attempts, they finally told me the number that they were trying and it was an international number. My mother-in-law lives in the USA. When I asked how to move forward, they said that my mother-in-law and I should each go to a Chase branch and call the fraud department. We did that and each showed our driver 's license cards and verified that the check was legitimately issued by my mother-in-law. Chase denied the funds again. 

Four months later, the Issuing bank said that all they could do was to request the funds back and to give Chase 30-45 days to reply. By XX/XX/XXXX the funds were still not returned. I kept calling chase and they would not give me an answer. 

XX/XX/XXXX - Called Chase again and a representative asked to verify my mother-in-laws number again because they may have updated their verification system. They were able to verify and said that Chase would mail me an overnight cashier 's check for the {$5000.00} and to call back the following day for a tracking number on the shipment. I called back the next day and they could not provide the tracking number. Another week went by and still not check so I called chase again and they said the check was again denied because the funds were deposited into my closed account that I could not access. I called again and asked to talk to the manager and they told me that the check was not issued because the funds were returned to the issuing bank in XX/XX/XXXX. 

My mother-in-law and I have worked very closely with her bank and they do not recognize the funds being returned to any account. Her bank has asked me to call Chase for a reference or confirmation number so they can locate the funds. I have called chase on five separate occasions and they will NOT provide any sort of confirmation number. They repeatedly state that there is not a confirmation number associated with the funds being returned, and my mother-in-laws bank still can not see the transfer back to them. 

We are stuck with no resolution as Chase denies trying to help at all. They just keep telling us that the funds were returned and to have my mother-in-law 's bank ask their research department to look for it while they still will not provide any sort of confirmation number of the transfer. 

-Chase won't return the check -No cashier 's check was issued to me -Chase is keeping the money Please help! 
Thank you

Company response to consumer: Closed with explanation