Consumer complaint received 2023-08-06
Company: JPMORGAN CHASE & CO.
State: ID
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Cashing a check

Complaint:
On XX/XX/XXXX I deposited two checks to the JP Morgan Chase Bank ATM located at their XXXX, WY branch at XXXX XXXX XXXX XXXX, XXXX, WY XXXX. One check was from my employer XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ) for the amount of {$990.00} The second check was from XXXX which was an inheritance check received from my deceased mother 's recently closed account for the amount of {$2700.00} After depositing both checks in the Chase Bank ATM I was giving an error stating the checks could not be verified yet both checks were accepted and the money was taken from the checks and placed on hold for 10 days to verify the issuer. After 10 days I returned to Chase Bank and spoke with a banker to attempt to resolve the issue and was told Chase Bank needs to call XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX and verify both checks by Chase Support staff. Chase support attempted multiple times to reach out to XXXX  and verify the check. The issue that arose was that XXXX does not have a phone number that banking services may call and verify issued funds. Chase Bank will only accept phone numbers from businesses that can be verified by their fraud department through their internal service. Since XXXX doesn't have a phone number financial institutions can call and since Chase Bank does not have a phone number for XXXX in their fraud system I am essentially stuck in an endless cycle of attempting to verify my funds and being denied. After this first attempt at verification, Chase Bank proceeded to terminate my two checking accounts since funds had been on hold for longer than 10 days, and paid out my remaining funds in those accounts. On XX/XX/2023 I called Chase Support and got on with a representative who then called my employer, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  to verify the other check, my paycheck. The representative was able to call my employer through the phone number in their verification system and was able to speak to my employer and the person who issued the paycheck. The Chase representative then told me he received all the information he needed and that my first check, the paycheck would be verified. This same representative then stated he was also able to reach someone at XXXX and was able to verify the issuance of the {$2700.00} check. This Chase representative stated both checks were verified and were to be sent to the fraud department at Chase Bank and to call back in one week to make sure the funds were verified and to go through the process of how they would issue me my funds. I called back on XX/XX/XXXX and was told by Chase Support that since a holiday occurred during that time the checks were still not able to be verified and to check back in a couple of days. On XX/XX/XXXX I attempted to contact Chase customer support once again about the verification and distribution of my funds and was informed by this representative that none of the verification attempts that were made were successful and that my funds would still be on hold. I have since contacted Chase Bank every single week after this incident attempting to resolve the issue and am met with the same response that the funds are not able to be verified. I have called Chase Bank customer support multiple times and have asked the representative for a solution to this issue and am always met with the same response. I have also called and asked to be elevated to their executive department or to speak with a supervisor and have either been denied or told there were none available for me to speak to. I have already had the funds verified and the process completed yet Chase Bank still refuses to cooperate and release my funds after almost two months of them withholding a total of {$3700.00} that I desperately need. I would very much like to have this issue resolved and this stressful situation be over with.

Company response to consumer: Closed with non-monetary relief