Consumer complaint received 2023-02-03
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 BANK XXXX Mobile deposit 10 checks from 1 company totaling XXXX dollars. 
XXXX Account shows XXXX. Go to bank. Was told XX/XX/XXXX check for XXXX flagged. Check issuing company needed to be verified. Last year I received and deposited 2 checks from same company, did not require verification. This company processes XXXX checks a year. 
-At Chase banker informs me the phone number of the company on the check can not be verified. Told to find another number for verification by Chase Deposit Review Dept sent home. Try 10-15  different numbers. Each time starting over with a new chase employee on the phone and have to explain situation again. Determine after calling Chase 's 3rd party verification system company XXXX XXXX myself, that they will NOT verify ANY provided numbers of this company and therefore Chase will not be connected for the call. 
Back to bank. Recommended best route is to ask check issuer to recall checks and send wire transfer. 
- Contact check issuer. NOT able to recall the checks, as they show checks are deposited in Chases system. Chase confirms funds have been deposited, but won't release to my account. 
XXXX Account shows balance of XXXX of available funds. Thought problem was over. Go to XXXX  debit doesn't work, account froze. 
XXXX Account froze, now told ALL checks need to be recalled to gain access. Check issuing company can't recall, because chase deposited them all. 
- XX/XX/XXXX -Chase customer service rep casually informs me my account will be closed. I ask when? Replies in 10 days, but that this process started 4 days ago ( so 6 left ). 
- XX/XX/XXXX Conference call with my banker, the check issuers XXXX XXXX XXXX & Compliance Officer her point of contact at XXXX XXXX XXXX  and Chase 's Deposit Review Team, to verify the check. Check verified! Should have funds next day. 
- XX/XX/XXXX Wake up, login into my account and my checking account been completely closed. 
- Call back to the Chase Deposit Review number. Told in the process of being re-activated by Tuesday ( 2-3days ). No check issued for my remaining balance. 
XXXX Now 2-3 business days later still NOTHING. Account not re-activated. XXXX funds or access to account. I call Deposit Review department, and am again told it will be two to three days for the account to be re-instated. Which would now put 2-3 days as Friday. 
-Confused, I call back again, concerned that come Friday I will simply be told it's another two to three days. New rep informs me that NO my account will be NOT be coming back online. and it is permanently closed. " I ask him is there a note saying it will be opened in 2-3 business days? '' He says " yes there is '' I ask, him " are you telling me I should ignore this, and that my account will NOT be returned. He answers YES. Why was I told it would be re-opened? No answer. 
XXXX Back to bank. Told if I didn't see funds he is authorized to create a new account to transfer the funds to. That will take 1  business day. 
XXXX Account still gone. Go to bank to create new account. Banker calls again his side of customer support, are told it will again take 2-3 days to complete the transfer. He is dealing with the same circle I am, having stated he has already verified all checks. He asks " what confirmation can we give him ( me ) that the funds will be there in 2-3 days as their word means nothing at this point '' No way to confirm.

-After mentioning I may need to contact a lawyer, I'm informed this will now go to their escalation department. I ask if there's a way for me to contact them. No. They will contact me. 
XXXX Not satisfied to wait ( rent past due ) I call Chase main number and ask to speak to the escalation team. I am transferred, go through the same scenario, again ask if this is the escalation department. It's not, very reluctantly, after asking pointedly, I am transferred. 
- Informed because checking account was only created today tells me it will now take 4-5 days to move funds. NOT holding my breath that it actually happens. 
- Ask if I am able to call this department back directly. Tells me no. Given number that is the same Chase Deposit Review number who originally could not verify the check, and then once verified, continues to not release fund, and continues to tell me 2-3 more days, Not confident this will be resolved in anyway. Now I have to re-do all my online remote deposits to new account, yet I have no money to put in there to pay for anything. 

In addition to not paying rent, I've lost about 3.5 working days on my small business as I'm self employed.

P.S. The banker who assisted me has been the ONLY positive customer support I've experienced up to this point.

Company response to consumer: Closed with non-monetary relief