Consumer complaint received 2023-01-08
Company: JPMORGAN CHASE & CO.
State: VA
Product: Money transfer, virtual currency, or money service
Sub-product: Check cashing service
Issue: Problem with customer service

Complaint:
I am filing my claim against Chase Bank, as Chase refuses to release my apartments security deposit refund to my banking account regardless how many evidences I have provided to prove that I am the authorized payee who should receive the money. 

The security deposit refund check was issued by my apartment XXXX XXXX XXXX XXXX XXXX XXXX with a total amount of {$3700.00}. The check was issued to both me and my roommate. However, since my roommate had to return to his home country before we received the check, he authorized me to deposit the check to my bank account with written notice. Neither of us would expect, it triggered endless and contradicting processes required by Chase bank. 

Chase cleared the check and put a hold on the money after I deposited it via Chase mobile app on XX/XX/XXXX. They closed my checking account as I put only my name on the back of the two-party check, and their system suspected it is a fraud. After I received the notification, I immediately went to the Chase branch and explained the reason. I was told that no information will be needed from me, I just need to reopen a new account to receive the check. However, after I followed their instructions, few days later, I was told that Chase will not be able to release the money unless chase deposit team can talk with my roommate via phone call even though he has returned to his home country. After I provided my roommate home countrys phone number to Chase on XX/XX/XXXX, they said they were not able to reach him ( which another Chase agent told me the truth later that they can only call a US phone number ). Then they started to ask my roommates proof of ID, my roommate provided his passport and let Chase know that he authorized me to receive the security deposit given the fact that he will not return to US in the near future. Chase still declined the request, and said the only option left is to have maker of the check to recall the check and make a new one with only my name on it. I had tried really hard to beg my old apartment manager to remake a new check for me, I got told by the apartment manager that there is nothing they can do as Chase has cleared the check on XX/XX/XXXX. When I call Chase again and told them that the check issuer cant recall the money, I got instructed with another approach, providing power of attorney to prove my roommates authorization. On XX/XX/XXXX, I submitted the power of attorney, and I got a reply on XX/XX/XXXX that I could receive {$3700.00} within XXXX to XXXX days. I thought my nightmare has finally comes to the end. But by XX/XX/XXXX, I still havent received the money, I called Chase customer service again. This time they told me that the issuer needs to confirm that the money is for me and my roommate, they still require a registered phone number for check issuer, as they need to verify if the phone number matches with their record, and verify if the check is meant to write to us. Chase completely discards the fact that the check clearly states my name and address on it, and told me even I provided power of attorney, a new problem has arisen. 

I felt hopeless in this forever loop, just because Chase cant admit that their system mistakenly recognized my valid check deposit request as fraud and refused to release my fund. Chase keeps asking me to providing proofs, even though I did everything they asked me to, there is always a new question for me to solve. Every time I call Chase customer service, they give me a new instruction and many of them conflicted with the one given by previous agents. It has been almost 2 months, I still havent received my money, even though I have visited Chase Branch many times, called Chase deposit team countless time. Because of contradicting instructions provided by Chase, my apartments leasing office refused to help me anymore, as from their perspective, the check has been cashed. I dont know how I can get their registered phone number, and if Chase has the phone number on their system, why dont they just call and verify. I got no response from my apartment when I asked for the registered phone number. I am just a full-time student, who really needs the money to keep my life going. This issue has cost tremendous amount of trouble to my normal life and wasted a ton of my time during my final, with no positive outcome. I dont understand why Chase would cause such trouble to a customer with good credibility and ignored all the evidence and lawful document presented to them. Could you please help me to get my money back, it is really not a small amount of money to me, I need it to pay for my living expenses. Thanks a ton in advance for your help and time. I greatly appreciate it.

Company response to consumer: Closed with explanation