Consumer complaint received 2022-09-06
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:
Chase Case # : XXXX XX/XX/22 Update : Chase has restricted access to my money and is not allowing me to take my deposited money out of the bank I went to the branch as two executive office employees told me to do to receive my money, and did not receive it.

Was left two Voicemails by two different representative from Chase Executive Office telling me that I could withdraw the money that they had restricted in my account from any Branch. 

Voicemail Dates and Times : XXXXXXXX from Chase Executive Office XX/XX/22 XXXX XXXX pst XXXX ext XXXX XXXX from Chase Executive Office XX/XX/22 XXXX XXXX XXXX  XXXX ext XXXX I have attached both voicemails to this case to confirm that both representatives told me incorrect information, and I lost over an hour of my time. They both claimed I could get my money from the branch, and that I was later denied. 

( I have been unable to reach both representatives every time I have called back. Even though they said if I have any questions, to contact them at their extensions. I have called over ten times and have never been able to reach either of them. Every single call goes straight to their voicemail so I am not entirely sure why they say to contact them with any questions and give their extensions. ) Both Voicemails stated that I can go to a Chase branch and withdraw my my money, {$1500.00} is in my account. Both executives stated the branch would be able to contact the back office, or the executive office and their extensions, and give me my funds. 

I went to the branch at XXXX XXXX XXXX, XXXX, CA XXXX at XXXX on XX/XX/22. 
After a back and forth with over two representatives, I was sat down with a banker, after two representatives, and waiting, this was over 30 minutes. 

After, the banker attempted to call the " back office '' and they said there were no notes on the account, and they're unable to give me my money. 

I called XXXX from Chase Executive Office, it went to voicemail. Same with XXXX 's extension. I re-dialed to the main executive office line, and asked for XXXX. They were able to connect the call. So perhaps the calls to the extensions are automatically sent to voicemail and they only provide them for regulatory purposes. 

After, XXXX spoke with the banker, and branch manager for over 30 minutes. I was unable to withdraw my funds. The executive office representative, XXXX, was telling the Branch manager to release my funds, and the Branch manager, was declining. 

I need my money now, and do not understand why I can not get my funds. I can not wait any longer. XXXX and Chase said the account would not be closed till XX/XX/22. I can not wait another week to get my money, only after it is closed, they could send a check that might take 7-10 business days, ( potentially another two weeks ), and could potentially get lost or stolen in the mail. Very unsecure method, versus being able to take my money out from a branch, which I need now, and is much more secure. 

I am filing another CFPB case and contacting regulatory agencies because my previous attempts have seen to been going unaddressed and or given false/wrong information, such as being able to go to a branch location and get my money, and then spending over one hour of my time, and being denied in the end with the executive office representative and branch manager disagreeing.

At this point this is beyond ridiculous.

What is the legal recourse, for having my money restricted/frozen for no apparent valid reason, and being unable to withdraw my money from Chase. It seems like this is illegal.

Company response to consumer: Closed with explanation