Consumer complaint received 2022-03-08
Company: JPMORGAN CHASE & CO.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX I made a mobile deposit into my business checking account, I deposited two {$500.00} XXXX XXXX money orders that were purchased at XXXX supermarket. On XX/XX/XXXX I noticed that there was a hold placed on the money orders until XX/XX/XXXX. That is a ridiculous amount of time to place a hold on money orders so I called Chase customer service. After a long hold I spoke with a customer service rep, I was informed that there was a hold on the money orders due to fraudulent issues. I was transferred to the Operations Loss Prevention Dept. where I spoke with XXXX. I told XXXX that I didn't know why the money orders were on hold and for such a long time. XXXX stated that the funds from the XXXX XXXX money orders weren't verified. I stated that's a simple fix, call XXXX XXXX with the number that all banks are provided to verify funds. After two attempts, XXXX was able to verify BOTH money orders and he IMMEDIATELY released the money into my account at XXXX. I asked if I would be able to use the funds right away and he stated YES. I would have no issues because he verified the funds. Once I hung up I went out and around XXXX I attempted to use the card at a gas station. The card was declined so I said I would call on XX/XX/XXXX to see why. 

On XX/XX/XXXX I called Chase to see why my account wasn't working. Once again, the funds were verified and in my account so I didn't understand what was wrong. What was supposed to be a 50 min hold turned into a 2 hour hold. I finally spoke with XXXX and she proceeded to tell me that my account was restricted. When asked why she said she it was the money orders that I deposited which were already verified. I asked her if I needed to send a copy of the money order stub/receipt to and she said they don't require the customer to provide the stub/receipt. I was again transferred to Operations Loss Prevention and after a long wait spoke with XXXX who was a supervisor. XXXX stated that there was a restriction on my account because of the money orders deposited. I told XXXX that on XX/XX/XXXX I spoke with XXXX who spoke with XXXX XXXX and verified the funds of the money order. If the money was immediately released into my account why is my account restricted. XXXX had absolutely no answer for this and couldn't account for how the money could be released if it wasn't verified. Its obvious that the money orders were verified or the money wouldn't have been released into my account. After going back and forth with XXXX I asked to speak with a higher supervisor and to file a report with the Executive Office Team ( EOT ). He stated that a higher supervisor wasn't available and that they would call me back within 24-48 hours. I have yet to receive a call from them. He did transfer me over to EOT and I spoke with XXXX from that department. 

I stated to XXXX what took place and even he didn't understand how the money orders could be verified, released and yet my account is restricted. I filed a complaint with the EOT department ( complaint # XXXX. XXXX asked if I could bring the stubs of the money order to a local branch. He said that they normally don't ask for customers to do that but if I could the restriction could be removed. After explaining to XXXX that this is really causing me to lose money and not be able to pay my clients, I would take time out to go into a branch. I let my clients know that they would be paid on Monday which was the next business day. 

I entered a local Chase branch and spoke with XXXX XXXX. I informed Ms. XXXX that I was told to come in to give the stubs of the money order. She asked if I had an appointment and I replied I was told by EOT to walk in to have this situation cleared up. After reviewing my account Ms. XXXX claimed that she saw nothing in the notes pertaining to the situation. She then asked who I needed to contact. How are there no notes pertaining to my account when everyone I spoke with noted the account. Ms. XXXX was very rude and not helpful when I asked her to contact someone in Loss Prevention or EOT. She told me that she could take the stubs of the money order and send them to another department and because she was off someone else would follow up with me. At this point I'm livid due to the fact that this bank is holding my money without reason and no one seems to care. I asked Ms. XXXX, who at this point is very condescending, to contact XXXX from the EOT department. By this time the branch was preparing to close and that is all they seem to care about. She contacted someone in EOT and told me to call them. When I asked her to call a higher up she told me that she was the supervisor and that she doesn't have to do anything else. She shoved my stubs, id and bank card to me and laughed while telling me to have a good day. I explained to her that I wanted the information to corporate so that I could file a complaint and once again she laughed and said she had no information. Anything that I said she would laugh and tell me to have a good day. Even when I asked for her supervisor she laughed and said that she would write him a note and he'll call me. This was the worst that I've ever been treated and after I walked out I called EOT and asked for an internal investigation against Ms. XXXX and to pull the video to hear her laughing at me and the situation. I am now on day 3 without being able to pay my clients nor have access to money that has been verified and released into my account. 

This is affecting my business tremendously and me personally. I am stressing out due to the fact of not being able to pay my clients even though I've done everything that this bank has asked. Yet they're still holding my money illegally. I will be filing a complaint with the XXXX and the FCC. I will be looking into legal action as well as this has been very stressful on me and my clients.

Company response to consumer: Closed with explanation