Consumer complaint received 2020-07-02
Company: JPMORGAN CHASE & CO.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
To whom this may concern, I have been dealing with this matter for over a month now. Chase has giving me no explanation on why my funds have not been released to me.I opened my Chase account 3 to 4 months ago. I hadn't had the account for long. I get unemployment every week in the amount of {$840.00} since the pandemic has started, and i was getting it direct deposited into that account. The week of XX/XX/XXXX i noticed a charge for {$64.00} on my account had been made, and it was something i did not authorize so called into customer service and explained to them what happened. They advised me on the investigation process and explained that they would lock my account and send me out another card. While still waiting on the card the week of Monday XX/XX/XXXX I try to log into my account to see if the {$64.00} was put bank on my card. So that way I could go to a bank and get that off since my account had been locked and I couldn't do anything with it. So, Monday XX/XX/XXXX when I tried to log in it says the account now had suspicious activity and I would have to call customer service. I called customer service, and they told me they was closing my account and wasn't telling me why. I asked about my {$840.00} that would be deposited on XX/XX/XXXX. I was told that I wouldn't get it and could call and see if they would release my funds at the end of the week. So I went to a Chase bank the next day, and the only thing that was in my account was the {$64.00} that I disputed. I went to a Chase bank here in XXXX and a manager was able to give me the XXXX XXXX.She told me that since my account was closed that the {$840.00} that I would original get would be sent back to the IRS. I called the IRS letting them know what was going on and they told me once they received the funds back then they would send them to me, but it could take up to 2 weeks. i waited 2 weeks and called the IRS to see why my funds hadn't been sent out. They told me nothing came back to them and that's why they hadn't sent me my funds. I then called Chase. Chase told me that a check was showing it was printed on XX/XX/XXXX and that I would need to take my id and verification into a bank in XXXX during this time i updated my address so the check would get sent to the wrong address if they needed to send it out. Which would have been XXXX XXXX XXXX XXXX Tx XXXX XXXX XXXX, but with turning in all my documentation the rep said they should be able to give me my funds. i spoke with 2 reps who told me the same thing that week. I went into Chase bank in XXXX on XXXX XXXX XXXX and gave them my id and verification from the unemployment office showing that the {$840.00} belonged to me. Was told it would take a day to verify. I called back the next day, and was told my check had already been mailed out, I explained to them that I had updated my address. Chase said they sent the check to my previous address in XXXX  XXXX. So I stand in the bank in XXXX on XXXX XXXX XXXX and update my address again. So they said they would destroy that check and send out another one, and still nothing. I then speak to a Chase rep and was told everything came back good and she would put in a request to get my checked mailed to the right address. She told me it would be to me no later that Tuesday. Tuesday rolls around, and no check. so again, I call I was then told my request to get my check resent out was denied. I then escalate this and speak with XXXX from the executive office. She explains to me that she would call me in a few days, and let me know whats going on. XXXX calls me back 2 days later and explained to me that the bank office is not going to release my funds, and can not tell me why. She told me that they would not change their decision and she was sorry. I asked her who had the funds and she said Chase still does and was told they would eventually go to state.

Company response to consumer: Closed with monetary relief