Consumer complaint received 2020-06-05
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:
To whom it may concern, On XX/XX/2020 I went to Chase Bank where I have more than one account. I went to the bank to cash two money orders that were made out to me. I purchased the money orders to pay for a business transaction but I decided not to make the purchase. Upon arriving at Chase drive thru I gave the money orders to the teller and stated I wanted to cash them. The teller after several minutes told me it would be a three to 5 days hold on the money orders. I instructed the teller to send the money orders back to me so I can take them back to where I purchased them for cashing. The location of purchase was a distance away that is why I decided to cash them at Chase Bank. I went to where I purchased the money orders to cash them but I was told they could not cash the money orders because Chase Bank had stamped the back of them and wrote on them. I went back to Chase Bank drive thru and spoke with the same teller and told him what had transpired. The teller told me they were closing and the I can take the money orders across the street to XXXX to cash them. He stated that they can verify that he did not cash them that the transaction was not completed. I told the teller I don't feel no other bank or check cashing institution will cash the money orders because he stamped Chase Bank on the back of them. The teller argued with me and tried to justify his actions. I drove out of the drive thru. I decided to go back to Chase ATM and deposit the money and wait for the allowed days to clear. The lobby had closed at this time. Two days later I attempted to use my Chase Bank card to make a purchase and the card declined. Now mind you I had money in the account prior to depositing the money orders. I called customer service to find out why my card declined. I was told there was an alert put on my account and card but she said it does not indicate why. The next day I went to the same branch where I had the issue with the teller placing Chase Stamp on the money orders. I spoke with one of the managers and he and a Customer Service Rep checked and saw that there was a restriction on my account. The manager said he would look into it for me and get it taken care of. However, he said it would be later that day so he would call me after he finish. I proceeded to tell the manager the problem I had with his teller a few days prior. I explained the incident in detail. At that time I showed the manager the receipt and stubs for the money orders. The next day I was told that the restriction on my account was done by the Loss Prevention Dept. I was told to call them. I called but was not successful in getting someone on the line that day. I called Chase customer service and explained the situation that following day. He told me that the Loss Prevention dept was already closed for the day so he said I should call them the next day. He stated he was helping me by filing a complaint. Meanwhile I called XXXX XXXX the maker of the money orders and I was told Chase Bank cashed the money orders on XX/XX/2020. However, Chase did not credit my account for the funds. On XX/XX/2020 Chase credited my account for the funds. However my account was still restricted and I could not used my bank card or access my funds. I finally spoke with Loss Prevention and I was told I need to take the receipt for purchasing the money orders to a Chase Branch and have them send the copy to them. I was very upset and frustrated and told the Rep that I am going to seek legal action concerning this matter. The Rep said since your threatening legal action I have to transfer you to our executive dept. After 30 minutes on hold the Rep comes on the line and says that no one is available in that dept. She said here is the email address to where you can file a complaint with that dept. Two days later I went to a branch and told the banker the issue at hand and gave her the money order receipts to send to Loss Prevention. The banker said your accounts are in the process of being closed. I said WHY? She said it did not state why. She call Loss Prevention and spoke with a manager in that dept. They told her they would mail me a check in 10 day for my money that is in my account or what they owe me. She said they told her that I can apply to open a new account once my current accounts are closed. I have not received my money. I am upset and appalled by how I have been treated by Chase Bank. I have been treated as a criminal because I feel Chase Bank employees felt the money orders were stolen or fake. Therefore, I was treated as a criminal. I also feel it was a race issue from the beginning by how the Customer Service Rep treated me. My treatment by Chase Bank is unacceptable. Chase Bank violated my dignity and this is a matter of deformation of character, unfair treatment. Chase Bank unfair practices must be held liable and changed to protect consumers.

Company response to consumer: Closed with explanation