Consumer complaint received 2022-09-22
Company: JPMORGAN CHASE & CO.
State: MA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
On XX/XX/XXXX, I received my refund check of {$6900.00} from a car dealer, after selling them my car the week prior. When I reviewed the check, I had a question regarding the variation of my name that was used on the check. I called chase customer service to ask if i would be able to deposit the check based on the name that was on the check and i do not have any id that has that kind of variation of my name. The agent told me that I needed to get a new check that matched my id exactly. I called the car dealer and explained the situation to the agent and requested that they send me a new check based on the ID that I sent them. They told me that they would. I then called the chase bank in my area directly and was told that the information given was incorrect and i could deposit the check. I then called the car dealer and spoke to a different agent but asked him to pass the message along not to cut a new check as i will be able to deposit the check afterall. I then went to my local chase bank and deposited the check. To my dismay, on XX/XX/XXXX, I received a second check in the mail with a different variation of my name. I called chase right away and they recommended that I come in and deposit the new check. I went in and deposited the check and explained what happened after being told that a stop order was placed on the first check. I was told that my new deposit would not be available until XX/XX/XXXX. I told them I understood, based on what happened with the first check. On XX/XX/XXXX, at XXXX, I checked my account and noticed that the funds were released. In the afternoon, I went to purchase some items at my local XX/XX/XXXX and was advised that my card was declined. After logging into my account it showed that my account had a notation with XXXX Debit of {$6000.00}. When I called chase, I was told that my account was closed and I would receive a check with the balance within XXXX business days. 

I advised the agent that it unacceptable as i have been waiting for so long. He recommended that I call back on Monday as the department that would issue the check does not work on the weekend. I called on Monday and the next representative told me that in order for them to release the funds, I needed to provide them with a phone number that can be verified through their system that is called lexus nexus. I provided the phone number that was listed on website, the agent advised that is not accepted. I asked if there were any other option available, he said that I needed someone from MB to get a certified letter and go inside the bank with XXXX forms of id to confirm that they indeed gave me that check. After hanging up with the agent, I spoke to the office manager of the car dealer, she was the one who actually signed off on the actual check, we did a XXXX way call with herself, me, a virtual banker from chase and an agent from chase 's fraud department. After spending over an hour on the call, they still would not accept her phone numbers. She asked if she could have the VP of XXXX Bank contact them, to verify that they are indeed a legitimate business, the agent advised that they would not accept it. We asked what could be done to get my fund released, they said that the car dealer could put a stop order on the check. The office manager then advised that is not possible as chase had already cashed the check from XX/XX/XXXX. We got off the call with no resolution. 

On XX/XX/XXXX, i tried again with a chase virtual banker and I was advised that they changed their policy and would no longer accept a certified letter from the company. I was told that unless i provide them with a number that their system accepts then the fund stays with chase. The virtual banker told me that there was nothing else that she could do. she said that she had escalated my case and that it should be picked up by a case manager soon. The case manager called me on XX/XX/XXXX and was again advising that a stop order be placed on the check. I told her it was already cashed by chase and that option is no longer available. she said that the issuer 's bank can recall the check. I contacted the check issuer and they again told me that they could not recall a check that was already cashed. 

On XX/XX/XXXX, after leaving numerous messages, the office manager of the car dealership called me back and advised that the VP of her bank would make an effort to try and connect their fraud department with chase 's fraud department to request that they return the funds to the issuer. I provided her with the information of the virtual banker that I was dealing with and he advised that the chase agent was unwilling to do this and advised him that a banker will be reaching out to me to resolve the issue. As of XX/XX/XXXX, I have received no such call. 

My account had a negative {$900.00} because the funds from the first check was released for a short period and I owe quite a few persons that I needed to payback and was transferring the funds to get them paid.

Company response to consumer: Closed with non-monetary relief