Consumer complaint received 2018-01-04
Company: JPMORGAN CHASE & CO.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
I deposited a cashier check in to my account in the amount of XXXX. The bank put a hold on it and I inquired as to why, they told me they need to confirm with the issuing bank (XXXX XXXX) that the funds are available. I called the Chase bank loss prevention line at least 6 times on XX/XX/XXXX and was told a different story each time why the hold would not be released - basically, that they could not verify with XXXX XXXX that funds were available. Frustrated, I called XXXX  XXXX, and in a few minutes, was able to confirm the check for myself. Finally, at the last call, I told the rep of this verification I did on my end, and I was told the funds would be available on XX/XX/XXXX as they also confirmed the same. On XX/XX/XXXX, I see that the funds are not yet available. I call back to Chase and I am told they need to verify again. I asked if I could do a conference with the XXXX XXXX to confirm and I was denied, being told that people have called fake numbers to verify the funds fraudulently.  I asked what recourse I had, and they told me to speak with my relationship banker to have them confirm it and then have them notify the loss prevention department. Of course, I did as they said, and conference called XXXX  XXXX with my relationship banker from Chase on the line, and XXXX XXXX, again, confirmed the funds and the cashier check. The relationship banker said he would need to have the Loss prevention people come on the line, and the XXXX XXXX rep said they could not wait and hung up the call. So, the Chase relationship banker called the loss prevention line, and confirmed to them yet again, and then told me they would take it from there. The loss prevention rep again, called XXXX to confirm, the call got disconnected, and he tried to call back again. Upon the second call, he was able to confirm the amount, but then came back on the line with me and told me that "the bank policy is not only to confirm the check, but we need to know when the check cleared in XXXX XXXX system, which XXXX XXXX was not willing to disclose." I reiterated to the rep that; a- this is a cashiers check, which means the funds already are confirmed b- Chase bank confirmed this themselves, multiple times c- each time I called it was another issue, appearing to delay releasing the funds to me. I further mentioned that I see this as a ploy by the bank to hold my money and "use" it while they throw a bureaucratic line at me about needing a date for the transaction in the XXXX  XXXX system, something which is completely irrelevant to me as a consumer! Furthermore I stated, if XXXX  XXXX would not release the information to them, then the 7 day hold - is just and only that! - Since waiting 7 days will not get them this date they were so desperate to search for anyway! The rep said he agreed with my assessment but he had "no comment" I then said I would be contacting the CFPB about this incident. It is a shame. As a result of the hold, the additional monies in the account aside from this check, were "held" and 1 check a and a few charges came through as Insufficient funds. There were no fees for these however, but this did cause me to have to make sure the bills charged are taken care of due to the incompetence of the bank.

Company response to consumer: Closed with explanation