Consumer complaint received 2020-07-03
Company: JPMORGAN CHASE & CO.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/2020, XXXX XXXX approved a Paycheck Protection Program Loan for my company XXXX XXXX XXXX. ( see attached promissary note ) XXXX XXXX deposited the approved loan amount into my Business Checking account at Chase Bank on XX/XX/2020. 

On or around XX/XX/2020, my 2 business accounts were frozen by Chase Bank due to a notification sent by XXXX XXXX  to Chase saying the deposit into my account was unauthorized. There was also a note for me to " Call XXXX at XXXX XXXX  at XXXX '' On Monday XX/XX/2020, I learned of my account freeze when my payroll was returned NSF to XXXX. XXXX contacting me for the balance plus a penalty for NSF. I called chase business and the representative told me there was a note to call XXXX at XXXX XXXX. I called XXXX and left him a voicemail. 30 minutes later my call is returned by a gentleman named XXXX XXXX at XXXX XXXX  I informed him of my account issue and the obvious problem. XXXX told me to go to Chase Bank tomorrow and have them call XXXX. 

On Tuesday, XX/XX/2020, I contacted Chase Fraud Recovery Team. I explained to them that I had spoke with XXXX XXXX but I would like to cancel the loan and return the funds to XXXX XXXX. I also asked them to call XXXX and the representative declined and said any issues I have with XXXX XXXX are between me and them. 

After this attempt, I called XXXX myself as instructed by XXXX the previous day. I left XXXX a voicemail at XXXX ET. At XXXX  ET. I received a call from XXXX which was XXXX. I told him the ongoing issue and told him I would like to cancel the loan and resolve the debt. He told me I needed to speak with XXXX because XXXX was overseeing the whole thing. 

At XXXX ET, I called XXXX at XXXX XXXX  at XXXX, XXXX said he would like to recover the loan money and said Chase Bank was the ones not allowing them to recover at this time. He said I needed to talk to Chase Bank in order to get the freeze removed so the money could be returned. 

After these calls, I contacted XXXX XXXX  directly requesting a loan cancellation. They made note and asked me to also make a request with XXXX ( the company who apparently processed the application ). I followed the link provided to me and filled out the cancellation request. 

On XX/XX/2020 I walked into Chase Bank located at XXXX XXXX XXXX XXXX. I spoke with a gentleman named XXXX. I gave XXXX my identification and told him the problem. I asked XXXX to contact the Chase Fraud Recovery department and XXXX XXXX so I could deposit the necessary amount to fulfill the loan. 
XXXX asked me for proof of the promissory note for the deposit in question and I provided the note to him. 
XXXX was unsuccessful in getting Chase Fraud Recovery on the phone and although he acknowledge the message on my account stating that " Call XXXX XXXX '' He declined saying it was not his matter to call another bank. 

XXXX provided me with a telephone number to call " XXXX ''. I called this number several times and selected various options trying to get help. Each individual said they do not handle business accounts and that this was for commercial services. 

Around XXXX et I spoke with XXXX from Chase Fraud Recovery, I explained to him I am making an effort to fix the problem and wanted to send in my promissory note. He instructed me to go back to the Chase branch and provide a banker with the document and have them send it in. 

Around XXXX et I walked back into Chase Bank located at XXXX XXXX XXXX XXXX and I spoke with XXXX again. I provided XXXX a copy of the promissory note and I told XXXX what Chase Recovery said and he asked me where to send it. I was never provided an email address or number so XXXX said he would get to it today. 

At XXXX et, I called XXXX XXXX  and left a voicemail on their main customer service line. 

At XXXX et, I called XXXX XXXX toll free number and spoke with a woman. She took down my information and said that I needed to call XXXX as XXXX   services my loan. I explained to her that Chase has a specific note on my account that says Call XXXX XXXX at XXXX XXXX The representative said Hmmm that strange, XXXX works in insurance Im not sure why he would be involved She took my information down and said they would follow up. 

On XX/XX/XXXX, I contacted an attorney for help. My attorney contacted XXXX XXXX at XXXX XXXX  and explained to XXXX that I would like to have all the funds returned to close out the loan. XXXX gave brief instructions on how to make a payment to XXXX XXXX. 

On XX/XX/2020 I got a Cashiers check from Chase Bank made out for {$68.00}, XXXX, which is the remainder of the balance not frozen by chase. This money was funded from my personal savings account and the Cashier 's Check was issued by Chase. This cashier 's check along with a letter to XXXX XXXX has been sent via XXXX to XXXX XXXX at XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX, Utah XXXX. Tracking # XXXX Also on XX/XX/2020 I sent a letter to Chase Fraud Recovery detailing the communication between myself and XXXX XXXX. I provided them a copy of the promissory note and a written authorization to push for a resolution of returning the remaining funds to XXXX XXXX  

My business of 10 years is now out of business because of this. I had to let go of all XXXX of my employees as all my business assets are frozen and I do not have the ability to pay them. I have spent the entire week making a good faith effort to resolve the matter between both parties ( XXXX XXXX  and Chase Bank ). Both parties acknowledge that they would like to reverse the transaction but are not assisting me in doing so. Additionally, this has costed me over {$80000.00} in personal assets as I would have never reopened after Covid-19 if I did not get the loan that XXXX has simply reneged on. I now have a severe hardship to compliment an already difficult time caused by Covid-19.

Company response to consumer: Closed with explanation