Consumer complaint received 2022-06-08
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:
Saturday, XX/XX/XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX Chase Headquarters XXXX XXXX XXXX XXXX  XXXX, NY XXXX Manager -Chairman CEO COO JPMorgan Chase & Company XXXX XXXX XXXX XXXX TX XXXX Manager Chase Bank XXXX XXXX XXXX XXXX XXXX TX XXXX I have been an account holder for 16 years My account was closed and my account balance was taken because 2 checks on my parents estate of {$25000.00} were flagged. Chase is still holding that money and I still have not received my money outside of those 2 checks from the closed account. I had a balance in my account before the {$25000.00} was deposited but am unsure of the exact amount as I can not access my online records. 

Below is a timeline of the events that led to my account being closed : Thursday, XX/XX/XXXX Deposit of 2 checks totaling {$25000.00} one from my Moms and one from my Dads estate. They were checks signed over by my brother to me as part of the estate settlement process. He was purchasing the estate home from me. I went into a branch to deposit the checks and was told if Chase had a problem they would contact me for copies of any supporting documents- which I had with me that day at the branch. After the hold period, I checked my account and saw the money was deposited and available in my account. 

Wednesday, XX/XX/XXXX XXXX I received an automated email stating my balance was below {$250.00}. 

XX/XX/XXXX, XXXX Not knowing if the email was fake or not ( see attached fake email ). I checked my account and saw a XXXX balance. I placed a hold on my debit card not knowing what was happening. 

XX/XX/XXXX XXXX I called the number on the back of my debit card and was put on hold for 2 hours ( see attached phone log ) when I finally hung up. 

Thursday, XX/XX/XXXX XXXX I took off time from work to go into the same branch where I made the deposit asking what was going on with my account. The teller remembered me but the same manager was not present. XXXX XXXX came to help the teller and her first question was to see my deposit receipt ( see attached ) to see who had helped the teller before. XXXX sent me home without any answers and said she would get back to me before XXXX. 

XX/XX/XXXX XXXX XXXX tells me she will file a complaint for me. XXXX called me back, sends an email with her contact information, and said my brother needed to go to a Chase bank and I called the Estate Attorney at XXXX. He will get the estate administrator to reissue the checks in my name. I just need to have Chase return the checks to the estate account. 

XX/XX/XXXX XXXX XXXX calls again saying another option is to stop payment on the checks because we now know Chase is holding the {$25000.00}. At one point during this day XXXX states that Chase Bank will not provide an expected date that they may release the {$25000.00}. 

XX/XX/XXXX XXXX XXXX calls again. I had scheduled a meeting with her the following morning at XXXX and she tells me that her manager will be present at our meeting. 

Friday, XX/XX/XXXX XXXX I meet with XXXX XXXX without any manager present who informs me the estate must make a claim and dispute the checks. She says the length of time that will take will depend upon those banks. She gives me a direct line to the people handling my case XXXX opt 1. I learn that my entire account is closed out nowI do not have online access to any of my records. XXXX says she has also escalated a complaint for me as wellno confirming number of the complaint is provided. I asked where my personal money in the account is and she said it was mailed to me 2 business days ago. She said to call the number she gave me for more information on my money. XXXX confirmed that I no longer have an account at Chase it has been shut down and they are sending my money to me. I then asked her if I would be flagged as a fraudulent customer and she said she didnt think so. I asked her if my bounced checks and fees were my responsibility and she replied your account is closed. When I asked her if they had the legal right to take my money and close my account she said yes, its what they are saying.

I am requesting my account with my money be restored today so that I receive my direct deposit of my social security check this Wednesday, and none of my bill payments are shown as insufficient funds and that I am not charged for any fees associated with insufficient funds. I feel I have been damaged personally as well as in time and work lost by this unnecessary and questionable action by Chase Bank. 

Sincerely, XXXX XXXX See attachments : Fake Email from XXXX XX/XX/XXXX Phone Log to Chase -on hold XXXX hours and no answer Deposit Receipt of {$25000.00} on XX/XX/XXXX TIMELINE CONTINUED. 

Saturday, XX/XX/XXXX late afternoon I sent the 3 letters by XXXX ( {$130.00} ) to arrive before XXXX Tuesday morning XXXX XXXXhmissed pickup for Monday delivery. 

Wednesday, XX/XX/XXXX late afternoon XXXX from XXXX XXXX New York office called and said she was assigned to investigate the issue. The phone call was recorded. She's going to do research to see why it was closed and the reason and see if it can be reopened. She said " Based on the deposit account agreement the bank can restrict or close an account without any reason. '' She stated she had an account and they could do it to her too. I will do my best to get your money back to you.... not guaranteeing anything... have to see what happened and what can be done to resolve this. Account is completely closed at this time. You are responsible for any returned payments etc. I'll research to see how soon we can have the funds released to you. If you have any other details reach out to me. She'll update me by phone call as she gets updates. 

I received an email saying my phone bill payment was not sent and I was able to log into my chase account ( couldn't log in before ) to read that ... .but that was all ... .it asked if I wanted to open an account ... .only had access to the alerts. I have no access to bank statements or banking history. 

Received a statement dated XX/XX/XXXX stating car insurance policy cancellation if amount is not paid by XX/XX/XXXX. I'm so thankful I did not pay many bills from this Chase account. I never received a notice from the bank that this was not sent. 

Friday, XX/XX/XXXX I received a cashiers check dated XX/XX/XXXX from Account Closing in XXXX XXXX, Texas postmarked XX/XX/XXXX for my personal money in the account before the estate checks were deposited ; however this was not the correct amount. The check was for {$810.00} which is the amount of my Social Security check. Chase is still holding my estate money and personal account money. 


Saturday, XX/XX/XXXX I deposited the {$810.00} Cashiers Check in another bank account. I know it was the incorrect remaining balance of my account. 

Sunday, XX/XX/XXXX I received another fake email from Chase. 

Monday, XX/XX/XXXX I received Chase Credit XXXX email. 
I learned from the XXXX Social Security Office that my XXXX payment was NOT returned or in suspense file. It was received by the bank. So was this the check I received from XXXX? I changed my future direct deposit payments to another bank. 

Tuesday, XX/XX/XXXX XXXX I leave a phone message with XXXX at Chase Headquarters in New York asking for an update and explanation since I had not heard from her since last Wednesday. 

XXXX XXXX returns my call. ( She was very mixed up on details. I felt she was very over worked. ) She insists my Social Security check was returned on XX/XX/XXXX because my account was closed on XX/XX/XXXX she said. She said the {$810.00} cashiers check I received was the money I had in my account. ( My account was actually XXXX plus the {$88.00} to XXXX XXXX and probably the {$100.00} to XXXX. Total of {$400.00} ) See attached Transaction History I received XX/XX/XXXX. 

She said she had received a call from the XXXX XXXX XXXX but in fact it was from one of the banks XXXX had asked to call her. XXXX stated she could not return the call to her because the tool they use on their system would not verify her number and requested a different number for her. She said they could release the funds to me if they received an approved number for her. 

I asked for bank statements since I had no access. She told me to go to any Chase branch with 2 forms of ID and I could get them. 

XXXX will be out of the office on Thursday but will contact me when she gets updates. We had to restrict and close your account and move it to a Suspense Account. She kept repeating we have a process in place and it is our standard banking procedures. 

Wednesday, XX/XX/XXXX I went to another Chase branch this morning and requested my bank statements. They could not give them to me. I did get a copy of my Transaction History. Now they are requesting both XXXX and XXXX go verify their identity at a Chase branch. The closest Chase branch is over XXXX miles away. XXXX is in bad health. They asked for XXXX phone number. I gave them the cell and land line numbers. They said neither number was approved by their tool so they could not reach out to her. They asked for another number for her. There is none. XXXX was at a doctors appointment during that time anyway. From the very beginning, I have asked the bank to return the checks to the issuing banks. The reply is it is a lengthy process. I asked what happens if XXXX and XXXX dont go to a bank. She replied it is in a suspense account and maybe would get turned over to the State in time but she wasnt sure of the procedure. 

XXXX I sent an email to XXXX to see if XXXX transfer of {$100.00} was received. According to my account it is pending. 

Thursday, XX/XX/XXXX My account balance they are holding is {$300.00} ( {$210.00} plus the {$88.00} XXXX XXXX draw which didnt process ) XXXX news investigates. 


Sunday, XX/XX/XXXX It was XX/XX/XXXX that I was finally able to receive the closing estate checks from my Mom and Dads estates. My Dad was found dead unexpectedly on the morning of XX/XX/XXXX and Mom was already into severe Alzheimers at Dads passing. Mom passed XX/XX/XXXX in hospice. There was no Will. My brother stated he would drag it out so nothing was left for anyone because he felt he deserved it all. In XXXX after almost 5 years and the fact we are not on good speaking terms, I offered the 3 bedroom estate house plus 1.3 acres I was to get in the settlement to my brother at half of its XX/XX/XXXX appraised value. I was losing lots of money in order to just reach a settlement after years of fighting. After all the stress of nearly five years, I thought it was almost all over and for my own health I was going to finally get to move to a healthier place for myself. I had already given notice to my landlord and was ready to secure a new place to live. ( I had severe XXXX XXXX XXXX XXXX XXXX in XXXX. I was referred to XXXX in XXXX by a XXXX XXXX, Illinois doctor for help at the XXXX XXXX XXXX of XXXX. I have to be very careful with my health in order to stay functional. ) I finally had received my estate money and deposited it a month ago now. Everything is stalled because the bank made a mistake and I have to pay for it as one of the bank managers confirmed to me. Chase is requesting that my brother and sister visit a Chase Bank for verification. The last time my brother and sister were together they had to have the Sheriff involved. Upon accurately mapping the closest Chase branch to my sister and brother it is over 112 miles away and over a 2 hour drive one way on a Sunday night without traffic. Isnt there another way to solve this? Chase is holding {$300.00} of my money PLUS {$25000.00} in estate checks totaling {$26000.00} for over a month now! 


XXXX, Monday, XX/XX/XXXX XXXX calls me today saying ( this is a new defined requirement ) they need to verify the issuer of the check XXXX XXXX ( estate executor ) in order to return my funds to me. Her phone number does not verify in their system tool. 

If I want the funds returned to the issuing bank it is a process. It goes and stays with a department of the bank for an undetermined amount of time and then it goes to the State for an undetermined amount of time before maybe being released to me. She said it varies according to each state how long that would take. 

If you provide a good number for XXXX XXXX we can release the funds to you if she verifies she wrote the checks. She mentioned the other option of XXXX XXXX going to a Chase branch. I told her it was over 124 miles one way to the nearest Chase branch and XXXX said she didnt know that and that was not feasible. 

She said XXXX XXXX needs to provide another number. I gave her the only other number I had. ( I later found out it is not a land line number it is an old trac phone number XXXX XXXX kept. ) I told XXXX she doesnt use that number. 

XXXX again requested another number for her. I said she has no other number. I asked her if she wanted XXXX XXXX to go get a new phone number and how would XXXX XXXX know that number would be valid in their system tool. ( I am also aware that XXXX XXXX will be in the doctors office a good portion of the day tomorrow. ) Thursday, XX/XX/XXXX Forgot to handle XXXX auto transfer to XXXX from XXXX account and was charged {$25.00} return fee. I was on the phone with them for over an hour getting the restriction removed from my account. 

Friday, XX/XX/XXXX I received in the mail today a Chase Checking Summary showing Other Withdrawals. ( See attached ) I am owed a grand total of {$26000.00} -- -- {$25000.00} in estate checks deposit PLUS {$210.00} of my own account balance XXXX PM Friday, XX/XX/XXXX VOICEMAIL Hi this is XXXX calling from Chase Executive Office. Im calling for XXXX XXXX. Im calling in regards to the complaint that came to the Chase Executive Office um we reviewed your concern XXXX XXXX um we tried we explored all our resources to see if the funds that are on hold or in the suspense right now that can be verified and released to you. um based on the numbers that we were provided we tried to um verify those numbers to contact the maker of the checks but unfortunately both those numbers did not um get approved to for the call to be made for the funds to be verified. So we are now left to the option where um where the maker can visit the branch with 2 forms of ID and appropriate State documents to verify those checks. I do understand that you had mentioned it is far for the maker to come to the branch but thats the option we are left with. Um For us to return the funds back to the maker the maker can request from their bank for the funds to be returned um request back. We can not send the funds back um it has to be a request made by the maker to their bank so if they can request their bank to have the funds um back from us then we can send the funds back to them. Or the other option is for them to visit a branch with 2 forms of ID and appropriate State Documents. Um We have those 2 conditions to meet um in the meantime the funds will stay in the suspense account and after awhile it does go escheatment to the state. So again XXXX XXXX you have two options to either have the maker visit the branch with the 2 forms of ID and appropriate state documents or request their banks to get the funds back. Um The maker can contact their bank and have the funds returned to them. If you still have any questions please feel free to reach out to me. My number here is XXXX my extension is XXXX and Im in my office Monday through Friday XXXX am to XXXX pm central. I understand that this resolution is not a favorable response that you expected XXXX XXXX but please do understand that we reviewed our standard business procedures and our research has been completed on this. Um after exploring all our options these are the two options we have available um to go and release the funds to you. Thank you for reaching out to the Executive Office and you have a wonderful day. 

Tuesday, XX/XX/XXXX XXXX XXXX, Executor of Estates, went to XXXX XXXX  and XXXX XXXX XXXX XXXX XXXX today. She spoke with XXXX XXXX at XXXX Bank and XXXX at XXXX XXXX XXXX. It appears they will probably ask for the money back but XXXX XXXX  said it could take over 30 days. 

Thursday, XX/XX/XXXX XXXX XXXX, XXXX XXXX XXXX, informs me she received a call from XXXX at XXXX XXXX XXXX XXXX XXXX today and they do not know how and will not be issuing a recall of the funds on their check as they think this is a scam. 

Thursday, XX/XX/XXXX I never received copies of my bank statements for XXXX and XXXX. As the XXXX XXXX is refusing to recall the funds and not knowing when or if XXXX XXXX, Executor of Estates, will be able to make it to a Chase Branch I am filing a complaint with the CFPB today.

Company response to consumer: Closed with explanation