Consumer complaint received 2019-02-13
Company: JPMORGAN CHASE & CO.
State: KY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On Saturday, XX/XX/2019, I deposited a check to my account at JPMorgan Chase Bank in the amount of {$14000.00} which is for child support. I deposited at the teller window at XXXX XXXX XXXX, XXXX Kentucky XXXX. My child 's child support order provides that I receive an annual payment from her father by XX/XX/XXXX each year until she is an adult. When I deposited the amount, the bank informed me that they would place a hold on the check until XX/XX/2019. I asked them why and they said it was just the way that they handle large checks. I asked to speak to a manager, and they pretended I was speaking to a manager but I could tell that I was not because first they gave me to one banker and then she said she was too busy to talk to me, and I was handed off to the next random banker. He did not offer any explanation as to why the check was being held. When I said that the hold violates the Expedited Funds Availability Act, he said that the hold was in compliance with bank policy. I told them that no matter their policy, they had to follow the law, and they had not concern for compliance with the law and told me that was the way it was going to be. 

I waited until Wednesday, XX/XX/2019 to call Chase Bank because by that time, my understanding is that checks clear the routing process ordinarily within 48 hours. During this time, the bank did not release any of the funds from the check that was deposited, as is required under the Expedited Funds Availability Act. As a matter of fact, they charged me an NSF fee while they were sitting on my deposit in violation of the law. I called the number for the XXXX branch at ( XXXX ) XXXX. I was immediately transferred to a " Loss Prevention Agent '' and was treated like a criminal and screamed at by someone named " XXXX or XXXX '' it was hard to understand her. She said that they were holding the check because of suspicious activity. When I asked what suspicious activity and reminded her that I've been a customer for years and never had anything suspicious, she said that XXXX  XXXX XXXX reported the check as suspicious on the part of the maker, which I know to be false. She backtracked and said that it was highly suspicious and that the check would be returned NSF. When I asked her upon what factual basis she supported this claim, she had no facts to support what she was saying but just kept reiterating and screaming that the check would be held and that she found the check to be highly suspicious. 

I am not going to receive my child support that I need to pay the bills and to support my child until XX/XX/XXXX, and the bank is openly and cavalierly flauting the law and treating a long time customer like a criminal. I believe that over the years, the bank has held electronic receipts from sources such as XXXX, etc. in order to make the account go negative to collect NSF fees. I also believe that they try to maximize NSF fees by reordering deposits and debits in a way that will garner them fees to which they are not legally entitled.

Company response to consumer: Closed with monetary relief