Consumer complaint received 2022-02-08
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
XX/XX/XXXX, I deposited my Aunt 's social security check through the Chase Mobile App. I am her legal guardian and responsible for her care. I have been getting her check direct deposited for the last 12 years, with the last 4 months being a paper check. The previous 3 checks were deposited with no issue through the mobile app. On XX/XX/XXXX, I received an email from Chase stating they were unable to accept the deposit, as the endorsement didn't match the name on the check. I haven't endorsed a check in years, I ALWAYS write " Deposit Only '', which is what I wrote on this check. XX/XX/XXXX, I again tried to deposit through the app, and again received a message on the XXXX, that I would have to go into the bank to deposit the check. Today, XX/XX/2022, I went physically into my local Chase branch to deposit the check, in person and found out the bank was going to put a hold on it until the XXXX of the month. When asked why the hold was going to happen, they said that it was due to my account being overdrawn. I explained to them that my account was overdrawn because they initially did release {$1500.00} of the check into my checking account, allowed charges to go through, and then removed the money when they decided not to accept the deposit. I asked if they could force post or cash the check and was told they could only deposit it and they could not do anything about the hold. I am not seeking compensation and I will be filing complaints with every agency that allows it. My family and I are all closing our Chase accounts and have now moved over to XXXX XXXX XXXX XXXX which accepted the check and made the funds immediately available. For the last 4 years, Chase bank has been going considerably downhill in customer service, banking services, and questionable policies. This is not the first time my account has been overdrawn due to a bank error. I have had to contact them no less than 9 times in the last 2 months due to charges going through when no funds are in the account, even though I am opted out of their program that covers charges when accounts don't have enough money. They are supposed to decline the charge and multiple times now, they have not. They closed our freedom card account and our Slate account, even though our Freedom card was in good standing and paid on time because our Slate card had a few late payments on it due to my husband being out of work for 18 months during our lockdown. In fact, we didn't miss any payments until the XXXX month of his unemployment. They refused to enroll us in any kind of hardship program or to give us any assistance during those months. They call my husband and me, 7-10 times a day EACH, even if I just talked to them earlier in the day, including XXXXXXXX XXXX! Again, I am not looking for any kind of compensation, we want nothing more to do with Chase Bank or JP Morgan, but I want complaints filed, formal and informal, so people have the chance to know that Chase Bank is not the quality institution it used to be.

Company response to consumer: Closed with explanation