Consumer complaint received 2021-08-18
Company: JPMORGAN CHASE & CO.
State: IN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
XXXX Completed transfer from XXXX XXXX account in the amount of {$14000.00}. Available balance is now {$15000.00}. 
XXXX Used Chase Mobile Deposit to deposit check in the amount of {$4800.00} XXXX Received notification from Chase that the deposit would need to be reviewed until XXXX before funds were available XXXX Made ACH payment to XXXX XXXXXXXX in amount of {$20.00} via autopay XXXX ACH payment of {$20.00} to XXXX XXXX " returned '' ( I did not notice this ) XXXX Noticed deposit from my employer in the amount of {$1800.00} missing from transaction list ( not even as pending ) XXXX Mobile check deposited on XXXX in the amount of {$4800.00} is now available for use XXXX Attempt to make {$34.00} ACH payment via XXXX, payment is declined XXXX I notice returned {$20.00} ACH to XXXX XXXX XXXX I call Chase and ask why account appears to be frozen. At this point, I had not heard from Chase at all regarding any issues other than them putting the funds from the deposit on XXXX in the amount of {$4800.00} on hold. Chase finally tells me ( 12 days later ) that my account is pending close due to a fraudulent transaction. I ask Chase how I'm supposed to access my funds ( the existing {$15000.00} ) and they respond that " they don't know what to tell me ''. I explain that my transactions are failing and I'm receiving fees and they ask me to hold on the phone. My call was eventually disconnected without anyone returning me from hold. I call the local branch and ask if they can assist, but they say there's a lack of notes on my account. They can see that it's pending close but there's only a phone number to call for assistance ( the department I had just contacted ). The local branch advised me to call them back as there was nothing they could assist me with further. As advised, I call the number suggested and am returned to the department I had spoke with before. This time, the department confirmed that they suspected that the check I had deposited was fraudulent and froze my account and began the closure process ( without contacting me ). I asked what I could do to resolve the issue as I needed access to the funds that were already in the account prior to even depositing the check they were concerned about. I was advised that I would not be able to access those funds. I was also advised that they could reach out to the person who sent the check and confirm that they want me to have the funds. I was told that they could reach out over phone, but only if I provided them with a phone number that matched what they had on file. I gave them the toll-free number for the company who sent the check but they wouldn't reach out as it didn't match what they had. I gave them the fax number of the company and it DID match what they had but they weren't able to call it ( because it's a fax number ). I was then told that I could resolve it by going into a branch with the person who sent the check ( the check is from a company, not an individual, 950 miles away ). I explained this and was once again told that there's nothing more they could assist me with. I was then told that my account would close automatically within a few business days, and I would be sent a cashier 's check in the mail within 15 business days following my account closure. I asked if I could withdraw funds from the branch in person and was informed that I wouldn't be able to ( due to the freeze ). This leaves me without access to my funds for over a month, and Chase offered no assistance or contact after freezing my account and preparing it for closure. The check in question is NOT fraudulent, but my main concern is that they're holding the remaining funds XXXX as well.

Company response to consumer: Closed with non-monetary relief