Consumer complaint received 2023-01-25
Company: JPMORGAN CHASE & CO.
State: DE
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On friday XX/XX/23 I deposited a check settlement check for {$420000.00} into my bank account, I was told XXXX would be on hold until XX/XX/23 making {$220.00} available right away! Well on saturday I check my account in the app and it showed that the check hold was released, then put back on hold, and that took my balance to a negative. I call my bank on Saturday and Sunday and get the total run around. On Monday I go into my chase provided app to see if it had updated any, maybe like the balance but nothing. So Tuesday XX/XX/23 comes and I am notified in my app around XXXX XXXX  that the hold was extended to XX/XX/23 and to go to my app for further information. I go and check my app and there's nothing no instructions, no info no nothing. So I reach out to my bank and this time it's XXXX XXXX. My bank is closed even the customer service isn't open so I'll call and continue to call I get the automated messages and nothing until around XXXX XXXX. I get my customer service department and they transfer me to the check hold department. During this time I speak to numerous representatives that hang up on me, speak to me in a nasty tone, make promises to help you when they really can't and tell lies over and over again. 

So at about XXXX XXXX  I get this supervisor whose name was XXXX, at this point I have been through multiple people, and multiple supervisors. So this particular supervisor says go to the bank branch and speak to the branch manager and have them pull the active hold report and once they do that, they can verify the funds are there and release the funds because the funds are there! we verified the check. So around XXXX XXXX. I go to the branch closest to me where I actually deposited the check and ask to speak to the branch manager apparently she's not there so I get the branch assistant manager XXXX, XXXX explains to me that there's nothing that he can do because he is in the branch and that everything has to be done by the holds department, and that he was going to call them and see what he can do because they need to " verify the check '', But I was already told the check was verified by XXXX! So I'm at the bank with XXXX until about XXXX and basically nothing is accomplished. In that time of me sitting at the bank I called my lawyer and his office who issued the check and they got me in touch with the department that confirmed that the check was real and that it was issued to me, they also talked to the other bank many times and verified the check was real. 

So around XXXX XXXX  I called the bank again we go through the process of them verifying the check verifying the bank and verifying all the stuff that they claim they need to verify I have already spoken to my lawyer the people who have issued the check to me they have explained to me that I need to speak to the operations department and that either XXXX or XXXX will get back to me and that they need to handle this. I am on the phone at the time with a supervisor who claims her name is XXXX, we sit on the phone for about 45 mins to an hr. And in that time her and I were on the phone I three-way my lawyers office and XXXX asked to speak to XXXX or XXXX and they were unavailable so XXXX says to me and the receptionist XXXX that once I get in touch with XXXX or XXXX give the holds department a call back so that they can verify that the check was given to me and is real. And once I do that they will release the funds because she completely reviewed my account and everything looks good. XXXX calls me back around XXXX XXXX  and at this point I called the holds department back as instructed, asked to speak to a supervisor as instructed and I was hung up on so I called back again did the same thing and they were very argumentative and they would not give me a supervisor until I started to yell please listen to me you're a customer I am axing for a supervisor. Once we did I got a hold of a supervisor name XXXX, XXXX and I explain the situation and XXXX then puts XXXX and I on hold and says that he's reviewing my account but there are no notes and that he has to call XXXX XXXX XXXX  and verify the check! he puts us on hold and so called verified the check but he's also asking XXXX for all the information of the law firm like the EIN like the address the phone number and then XXXX turns around and calls the law firm! nothing about the check! Were on the phone for over an hr and then XXXX hangs up on us! 

So at this point it's about XXXX and I'm worried the branch is closing so I called the branch and speak to the XXXX again he then puts me on hold and calls the holds department had me on hold for about 20-25 mins and comes back and says the holds department called XXXX XXXX XXXX  and they could not verify the check! I am beyond frustrated at this point so I call XXXX back, he gave me his cell phone by now, and I patch him in as soon as I ask XXXX to say what he said to me XXXX hangs up! At this point I'm beyond lost and not sure what to do anymore! I've talked to so many people that I'm totally lost and at this point I think it's discriminatory at this point!

Company response to consumer: Closed with explanation