Consumer complaint received 2017-12-29
Company: JPMORGAN CHASE & CO.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
My mother wrote me a check for {$15000.00}. She also currently has Chase Bank and so do we. I had my wife go to the bank to cash the check and deposit the cash into our account. the teller came back to my wife and told her that I deposited into your account and there will be a three-day hold. she then told the guy why did you do that I told you to cash it then we will deposit the cash into my account so that it is available immediately. The teller then said oh it 's okay I 'll just go reverse the transaction. then a branch manager came and talked with us and said that if we want to cash it we can come back tomorrow and cash the check and deposit the cash into our account. We were kind of confused because my mother has a Chase Bank, And she was with us at the time with funds available well over that amount so they should have been able to cash the check that day. So we went home and the next morning my wife give me a ride to work we noticed there was a Chase Bank next to where I get dropped off. I told her if the guy said what he said is true we can just go to any bank and cash it and then you 'll deposit the cash at that time. We pulled up to another Chase Bank. We went through the drive-through and sent the check up and ask them to cash it and deposit it cash into our account. The XXXX came back to the phone/speaker stand and said that she deposited into our account and there will be a 4 day hold. I then told her why did she do that I told you to cash it and deposit the cash she said it 's okay I 'll reverse it. I then told my wife to go to the Chase Bank she went to originally and have them cashed a check and then deposit the cash. When the Chase Bank open that morning she went to the original Chase. She met with the person that accepted the check and told her to come back the next day. He did cash the check handed her the cash and she said go ahead and deposit it into our account. he then came back with the receipt showing that the funds are available and ready for use. my wife called me and told me that everything is fine I went ahead and told her to go ahead and pay all the bills. She then went and paid over {$5000.00} and credit cards. as soon as she got up to that amount our account was frozen. we call Chase bank and they said they closed our account and they do not have to disclose the reasoning of closing the account. we then said that 's fine let me withdraw the remaining balance they said we can not do that neither. we 're not sure why they closed it, why they will not give us our money back. They just keep giving us the runaround saying that it may be  available the next day. when we checked our account that morning Were XXXX they wo n't tell us why they closed it and that the funds may be available the next day but even when it is available we can not withdraw it or use it. We would have to contact the customer service number they will contact the branch to make sure they have enough money to withdraw the cash then they will let us know what branch to go to. I can not go to the branch myself and pull the money is what they told me over the phone. As of right now it shows like if I never made a cash deposit my account is negative and I ca n't even use any cash that I did have in there before this event happened. In the end cash is cash and it should be there for me to use.

Company response to consumer: Closed with explanation