Consumer complaint received 2022-09-03
Company: JPMORGAN CHASE & CO.
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX, I opened a Chase checking account and XXXX savings accounts after relocating to North Carolina for a new job. I have been an existing Chase customer ( credit card ) for XXXX years. 

On XX/XX/XXXX, I deposited my first paycheck ( {$3300.00} ) from the University of North Carolina using Chases mobile deposit. Chase sent a notification that check ( s ) may not be paid because of information we have received from the paying bank or due to information we have within our files however, the check cleared on XX/XX/XXXX. 

On XX/XX/XXXX, I received a letter that Chase was blocking my accounts and scheduling them to close soon - see attached document. 

On XX/XX/XXXX, I called Chase and asked for more information. The customer service representative said the check had been marked as suspicious and likely to be returned and I needed to wait for the check to either be verified, or for my account to close on XX/XX/XXXX. In the meantime, my account access had been restricted. 

Later that day, I went to my local Chase branch ( XXXX ), where I was asked repeatedly what is the check for? and why is the university issuing you a check? even though I had my paystub, which proved I was a salaried employee ( creative writing professor ) at the university. 

The branch banker, manager ( XXXX XXXX XXXX, and I were on the phone for XXXX hours with the corporate office, who said they could not verify my employment, despite multiple forms of IDs, my pay stub, offer letter, and contact information for universitys payroll managers, who also called Chase ( the local branch and corporate ) to advocate for me. XXXX tried to override the restrictions ; the corporate team rejected this. The corporate team insisted they could only verify my employment by using the phone number in their system, which leads to the universitys hospital system ; I work for the XXXXXXXX XXXX. When Chase finally reached the correct HR department, the universitys new policy kicked in they do not verify employment with third party vendors ; they use an online verification system. Chase will not accept an online verification system, so Chase could not verify the check and release the funds. 

XXXX XXXX advised me to have the university withdraw the check, because he was not confident that Chase could verify the funds before my account closed ( XX/XX/XXXX - XXXX business days ). This would also incur a {$12.00} fee. He warned me that if the university did not withdraw the funds before Chase closed my account, the funds would remain in Chases possession until they were able to verify it ( which seemed unlikely ) and then Chase would write a new check to me. However, because the check had cleared, the university could not recall the check. Neither could the XXXX Treasury, which issued the check. Chase was holding my paycheck XXXX. 

On XX/XX/XXXX, I called Chase again to initiate another verification request. Again, I was asked why is the university issuing you a check. After XXXX hours, someone at Chase was finally able to confirm my employment status through the NC XXXX Treasury Department, the funds were released and my account was unrestricted. 

It should not take XXXX days, XXXX phone calls, XXXX branch visit, and XXXX hours speaking with customer service to perform a basic checking account function. Furthermore, the check is my monthly salary - I need it to pay my rent and buy food ; withholding it could easily have created a financial disaster. 

I believe I was racially profiled by Chase. There is no other explanation for why I was asked to explain over and over again why I, a XXXX woman, am receiving a XXXX from the university. Or why the university 's payroll manager and Chase 's own bank manager could not convince the corporate team that I was a legitimate employee of the university. 

The University of North Carolina is also filing a CFPB complaint against Chase regarding this matter, please see their complaint for additional information. Thank you for your time and consideration.

Company response to consumer: Closed with explanation