Consumer complaint received 2023-03-29
Company: JPMORGAN CHASE & CO.
State: GA
Product: Money transfer, virtual currency, or money service
Sub-product: Money order
Issue: Problem with customer service

Complaint:
I have been a Chase Bank customer for a year. I bought 3- {$1000.00} XXXX XXXX XXXX orders and XXXX {$160.00} XXXX XXXX XXXX order to pay a bill to XXXX  Apartments for a rental bill from my local XXXX money center,. I wrote " XXXX  Apartment, XXXX GA XXXX '', on the front of the money orders where it says " PAY TO : ''. The money orders payments weren't accepted by XXXX Apartments because I didn't have enough to pay the full balance owed on my rental account. 

I took the money orders ( {$3100.00} ) to be deposited into my saving account at the XXXX, Ga Chase Bank Branch. The money orders were taken and separated from their receipts to be deposited to my personal Chase savings account. 

A few days later I received a digital letters and notification from my Chase app that my checking and savings accounts was being restricted and that they may close both accounts. So I called the Chase Customer service number provided and I was told them I received a letter from them saying my accounts were being restricted. They told me its because the money orders says Pay TO : XXXX Apartments and I was flagged for fraud. 

The Chase customer service rep on the phone told me all I needed to do is come into branch with my social security card and Driver 's License ID to verify my identity and so I went back to the same branch that I first deposited the money orders, with my two forms of Identification along with the XXXX receipt where the money orders were purchased, the money order stubs, and the chase bank receipt of the money orders deposit. 


I was then told that money order needed to be verified/endorsed my XXXX apartments. I then drove to XXXX XXXX and asked if they could verify the money orders. The Customer Service supervisor from Chase Fraud division reach out and spoke with the Property XXXX at XXXX XXXX via phone called ; then aggressive hung up on the property manager at XXXX while trying to verify the money orders. The supervisor at Chase transferred the call back to me and said they refuse to accept the verification without giving me a reason. When I asked the supervisor what was the reason, the chase supervisor hung up on me as well. 

I back into the Chase Branch and I was told the only way to get the hold/ restriction from my account to be able to withdraw the money from my account is if the owner of XXXX Apartment come into the bank themselves and bring Article of Formation, Articles of Organization, Article of Incorporation ; which isnt possible because the owner are never in the office. So now I have no way to verifying the money orders to release the hold/restrictions off my account and the bank has already closed my checking and savings accounts. 


I did a little research of my own and I called XXXX XXXX and they told me the money orders were cashed and received my Chase the next day I deposited them into my savings account at the Chase XXXX. 

So the funds are available but just not to me. 

Its been two and a half weeks and Chase has closes my accounts and is withholding XXXX XXXX XXXX XXXX deposits of {$3000.00}, from me. All others pre-existing funds in both my savings and checking accounts are being withheld from me as well.

Company response to consumer: Closed with explanation