Consumer complaint received 2018-01-08
Company: JPMORGAN CHASE & CO.
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
XXXX XXXX, XXXX- I electronically deposited the check # XXXX from XXXX XXXX ( my father-in-law ) into my Chase Checking account. I received an email from Chase that my check was deposited and available. 

I am almost 300 miles from a Chase Branch in NC. For most of XXXX and XXXX I had been taking care of and living in dad 's house as he was XXXX from XXXX. 

XXXX Dad on his XXXX wrote me the check ( XXXX/XXXX/XXXX ) for {$1300.00} to cover additional costs we incurred while taking care of him and he knew that we were going to move shortly after his XXXX ( since we could not afford the bills and the house is going to his son who will put it up on the market after we leave ) and wanted to make sure we had funds for additional expenses and anything else that came up. He was very concerned for mom and wanted her taken care of. He had been XXXX for a while at that point. Spending the days ( and nights ), around the clock care, XXXX XXXX and trying to get Dad to eat, he started to get worse and worse until his XXXX on XXXX evening. 

XXXX- my mother-in-law was appointed POA of Dad. We noticed that he was having a hard time even sitting up at this point and needed to make sure all his bills were being paid. My mother in-law, myself, XXXX XXXX ( Dad ) and my husband XXXX were all staying in this house during this period. Mom submitted POA to register of deeds after the notary came to the house and witnessed the signing and reading of the POA. 

XXXX Evening-Dad XXXX XXXX- I Electronically deposited check XXXX- My debit card declined. Shocked, I called the XXXX number on the back of the card and to my surprise I received the automated message that my debit card had been closed!!! I get to a representative who verified me and then could not give me a reason for the card being declined or why it was closed. He passed me to a supervisor who stated that the signature was n't the same or something. I explained that Dad could barely sit up at the time of writing it and that is why Mom ended up getting the POA two days later and that Dad was in full consciousness when he wrote it, it was just that his body was XXXX XXXX and did n't have much energy. I questioned why this would close my account and that no one even notified me. 

I felt terrible and discriminated against and like they were treating me like a criminal. I was beyond distraught. 

Leaving the store embarrassed, I went home without the stuff I needed to purchase. I went to the car and asked Chase to be passed to someone who would help me. The next rep from Chase stated that now the reason the check was being held was because they did n't know if it was going to bounce. I still felt incredibly discriminated against and that Chase was incompetent. I contacted Dad 's son- XXXX-the executor of the will, who was also aware of the check and was here in NC while his father was XXXX. I explained what Chase did and he said he would do whatever it takes to help us. 

I stated to Chase that I needed to have my funds available, even if the check fund of ( {$1300.00} ) was not. They said there was no way to do that. XXXX the executor of the Will stated he would do whatever he needed to do to help us. Chase said that I need to go to a branch. 

I am in NC and over 300 miles from a Chase branch, just dealt with a family XXXX and almost two months of helping dad as he was XXXX and all the family emotions, trying to keep mom together, the holidays, moving and now I have no access to my funds, Chase is giving me the run around and I have no idea what 's going on, I feel like I am being treated like a criminal, every rep is telling me something different, and they want me to drive 300 miles to a  branch. 

XXXX Called Chase again .... Go to verify my account and they tell me my name is not coming up on the account ... I am driving at this point and have to pull over ... I have banked with chase for many years and never have changed my name. At this point I am freaking out and feel beyond powerless and request a team leader .... the reps were fighting on the phone, I asked for a team leader and the initial rep only sent me to a supervisor and the supervisor got mad at the rep. Again, I get a continued sense of being discriminated against and neglected of my rights ... She stated the reason my name is not coming up is because my account was sent to another department. She gave me a specific number for Checks and deposits. Both reps were extremely rude and the interaction was alarming and abusive. I call the XXXX number, go in the same circles again of verification, putting me on hold for 2-4 minutes, reading notes on my account, then saying there 's nothing they can do. I called this XXXX number several times and spoke with about 4 different reps over the next two days. One rep tells me that the Executor of the will needs to go into the branch with 2 forms of ID and paperwork. I contact XXXX, who is now back in Colorado and he goes to the Chase branch on XXXX and XXXX and Spoke to XXXX the branch manager. He explains the situation. She lifts the hold and says that in her 30 years of banking she has never seen this. She unlocked the account and they said everything was fine. 

XXXX-Card declined again. Another embarrassing situation and I am unable to get what I need. Call XXXX number again, no one helps, same run around. I get to one supervisor who tells me that they see the notes on the account hold was lifted but then placed back on because the executor of the will, XXXX, mentioned to the Branch Manager XXXX at Chase that he thought the hold was placed there because the bank was waiting to see if the check was going to be returned, because that was what the rep told me then I told XXXX. 
Speaking with the Chase reps, I ask them what they are doing to verify the check. XXXX had been checking the status of the check through online banking with XXXX and saw that it had already been paid on the XXXX. There were no pending transactions. Chase stated they are waiting and could n't give me any answers or plans as to what they were going to do. NOBODY HAD ANY ANSWERS ... They could not tell me that they were doing anything. i told them that I had been doing everything they asked and they were still holding my funds from me. I had the rep from Chase call XXXX directly to verify the check. They tried several times and could not get through without an account number and there was no way to get a rep ... I asked again how they were going to verify the check. I could not believe that I had to give them the PHONE number for XXXX and that NO ONE was doing anything to help me. I am beyond astounded by this. I feel completely abused. 

After further review of Dad 's checking account online per XXXX, he has a cash reserve/overdraft protection, a credit line automatic advance feature on his account. Two checks were paid on XXXX XXXX, check XXXX for ( {$1300.00} ) and one for XXXX ( {$160.00} ), his automatic advance feature kicked in and paid {$31.00}. At the time that Dad wrote the check for me initially he had over {$1400.00} available in the account which was more than enough to cover the check. 

I went to XXXX Branch and Spoke with Manager XXXX- Explained situation, this is the branch Dad banked with and we had spoken with her before. She says that there 's nothing they can do. She refused to speak to Chase and she said it 's illegal for her to even talk to Chase about the Check! She was so rude to me I could n't believe it. She is XXXX XXXX and I have met her three times, each time she has clearly discriminated against me. I have only gone in there with mom as we were asking questions of the bank as what to do prior to mom getting the POA. This lady made faces at us like we were XXXX and that she could n't believe we were sitting in her office. Again I feel abused, neglected, discriminated and powerless. I 've had several XXXX XXXX this week. 

Called chase again at this point -- Gave them the branch number for XXXX- it just kept ringing, I 'm in the car outside the bank knowing full well there are people in there that are refusing to answer the phone. I waited outside while chase rep tries multiple times to call the XXXX Branch. They intentionally neglected the call. 

XXXX -- -XXXX- Account still not working, no funds available now for almost a week. I have no protection and the banks are n't helping. I feel completely powerless, emotional, scared and furious. I know my account is being completely neglected and I am being discriminated against!! I have no protection. For {$1300.00}?!?!? This is crazy to me! The banks have credit and access to lots of money and the banks are supposed to work for the people because we are the ones that put our money in them and they are the one 's that loan our money out and make money off of our money and then close my account for what?!? This is unconscionable! 

I call XXXX number again. I tell them about the info we found out about Dad 's overdraft protection and what was seen through his online banking. They stated to me that the executor of the Will needs to go back into Chase Branch and show this information in order to release the hold. XXXX works 12 hour shifts and could not go that day so he sent his Sister-in-law XXXX to the branch. She took her phone with the screen shots of the bank account and now the branch says to her that I am the one that needs to go into the branch with Dad 's bank account info and proof the check was paid. XXXX is also in the banking system and knows that what the branch is asking for is illegal ... They are asking that I go into the branch with someone else 's account information. I REITERATE TO THEM THAT THE CHECK HAS BEEN PAID I contact the XXXX number, tell them to remove the check and that I really need my funds. i have Autopay bills bouncing out of my Chase account, I had to borrow money to eat from my mom who is on XXXX, and my Business XXXX account got suspended. I also can not accept any payments or sales. The Chase rep says they can not remove the check. They are neglecting my account and I tell them that I am getting a lawyer and what they are asking of me is illegal and I want to speak with the highest up team leader they can give me. I wait for about 30 minutes and the rep tells me he ca n't find anyone but he can transfer me to the Executive department because I claimed what Chase was doing is illegal. 

He sends me to XXXX at the Executive office, I explain in detail what 's going on. She profusely apologizes. I beg her to pull the calls and see what has been going on for the last 8 days. She agrees. She states that she made a Case number for me and that hopefully they will have my funds available the next day but no guarantee ... She put my account on urgent, or so she said! I really thought she was going to help me and felt relieved. I have been a terrible emotionally wreck from all of this. XXXX at executive office said that my case would be assigned and that someone would contact me the next day. 
I ask for her email and I send over screen shots from Dad 's bank account with proof of the check he wrote to me being paid and no pending transactions. 

XXXX- still no contact from Chase. I call the Executive office directly, they said my case has been appointed to XXXX but she is busy and ca n't take my call. I am very upset at this point. They send me to her voicemail. I leave a message and she did n't call me back that day. I am in despair! I can not understand what 's going on. I feel completely ignored, fooled, neglected, abused, discriminated against, and powerless!!! I have never had a problem with chase in the several years of banking with them. 

XXXX XXXX contacts me and says she just started on my case. It 's been 10 days without my funds and THEY ARE JUST STARTING MY CASE!!!!! She says she will contact me as soon as she can. How is it that I have been without funds for 10 days, spent at least 1 sometimes 3 hours per day on the phone with various reps from chase, done everything they ask, AND THEY ARE JUST NOW STARTING MY CASE?!!??!?!?!? 

XXXX no word from Chase- I have no energy to call and am emotionally distressed. 

XXXX- My Husband and I are supposed to take a trip to XXXX- Already booked our hotel stay because we are supposed to be house hunting this week and had been planning this for months now. We could not cancel our bookings and we had expected to be able to go. All of our plans have had to change. We are now having to stay in the house we are in for who knows how long until we can have the funds available to make the trip and go find our new house. Bills are racking up here that we did n't expect. I was going to get a new job in XXXX and that too is now postponed. This is costing us thousands of dollars and straining our family. I can not believe that we have had to deal with this especially surrounding the XXXX of Dad. 

XXXX today I still do not have access to my funds, no one will help me, I 've done everything they 've asked, even sending other family members up to the chase branch in another state with screen shots they requested of someone else 's account ... I am in a state of despair. I am the XXXX of a XXXX and have another business. I ca n't pay any bills or receive money and have had to borrow money. We are also taking care of my XXXX XXXX XXXX mother in law who just XXXX Dad and is on a very small XXXX. Please somebody help us! This is so wrong. 

Legally Chase Bank has no right to hold the {$1300.00} nor my own funds prior to this experience. I have incurred multiple Financial charges from my creditors and this has affected my credit negatively grossly in this very negative time of my life of sadness and loss. Emotionally they have made this tragic experience in a financial grossness. 

I have spent at least 30-40 hours on the phone with chase, and many hours of our family members time trying to jump through hoops at Chase 's absurd and confusing requests. There is clearly a deficiency in their policies and justice and protection is needed

Company response to consumer: Closed with explanation