Consumer complaint received 2022-09-03
Company: JPMORGAN CHASE & CO.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I opened a XXXX XXXX  checking account with Chase in 2020 XXXX XXXX XXXX XXXX XXXX. The XXXX was created a year later, and unfortunately, I didnt add the XXXX name to my chase account which is my mistake Around XX/XX/XXXX, I had deposited a check for the amount of {$8200.00} from my customer into my Chase Account, the check was issued to the XXXX XXXX My startup was running low on cash and I needed money for expenses and was in a hurry as we were going on vacation XXXX XXXX  XXXX. 

The check was accepted, and a few days later I got an email saying the check cleared and money is available in my account. 

After the check cleared, I initiated a transfer of some the money to my other business account, and few days later I find the ACH transfer was returned. I was not sure what happened and the other company suggested I add their account into to my Chase.com account. But since I needed the money soon, I decided to transfer money from Chase.com to my other account, as part of verification Chase.com initiated some micro deposits. After I received the micro deposits in my other account, I logged into my chase.com account to verify those transactions and could no longer find my business account ( around XX/XX/XXXX ). 

After taking to 3 customer representatives, I found that my account, which was a surprise for me, after asking more questions, I finally found it was closed by Chase. In between the time my check was deposited and account closure, I logged into my chase account, and I never saw any notification about issues ( My First Complaint ). It took a long time and many questions to get answers from the Chase customer representative. It appears almost all Chase customer representatives just give the basic info and are unwilling to find out what is going on. Some of them are outright rule and asking questions like Im some sort of criminal depositing a fraudulent check. It felt like the interrogations you see in XXXX XXXX  XXXX and these people have no respect for you. 

Finally one of the representatives asked me to go to the bank with my Incorporation documents to verify I own the business, so I went to the bank, and at the bank I was told, the check was mailed to me with the remaining balance of about {$12000.00} and they didnt need any documents from me. 

I waited for a week but the check never arrived and I booked an appointment with a person at a back for XX/XX/XXXX. On the XXXX I get a call from the person who Im supposed to see that there was no need for me to come as the check was mailed. I told her that is not ONE of the representatives told me, so she called the risk department and found that I needed to submit the document, and she told me that the never entered the information that they were waiting for the document. 

So I went to the bank to provide the document. The person at the bank says they emailed everything, and I had to wait until I received my check. I also threatened with a legal complain at which point I got to see a branch manager who filed a complaint on my behalf with their branch complaint department. 

On about XXXX, XX/XX/XXXX I get a call from branch complaint department saying they would get back to me in 1 5 business days. I dont hear from them for a week and on Thursday XX/XX/XXXX I get a call from the same person saying they never heard anything from the department and asked me to wait another 1 5 business days. I asked to escalate the issue or talk to their supervisor and she said she was the final authority and I could not do anything but wait. 

I didnt hear from them, so on Wednesday XX/XX/XXXX, I decided to send the branch officer and manager an email. They dont respond and I got a call on Thursday which unfortunately went to my voice mail, which I promptly returned. Im not sure if the call was due to my email to the branch officer or manager, because they never bothered to send me a reply with next steps. 

On Friday XX/XX/XXXX, I emailed the branch officer and manager, and called the branch multiple times but could not reach anyone as they were always busy. Anyways later in the morning I get a call from the manger saying they spent two hours trying to fix the issue ( as if they were doing me a favor, which I believe is their job and not a favor they are doing me ). And they assured me a check for about {$12000.00} was mailed on XX/XX/XXXX ( contrary to want her branch officer said ) and said it must have been lost. I asked for when this issue would be resolved, and their answer was to wait. I told them Ive been waiting for about a month for my money and it is 3 weeks after I submitted the document, and the branch manager started turning this around me as if it was my fault, when I started asking questions about what is going on and hung up on me and threatened me to not call or they would report me for harassment. I admit I was very angry and raised my voice, but you must understand by this time, all I would get from chase is different answers from different people at different times and no resolution in sight. 

On Friday XX/XX/XXXX afternoon, I get a call from another person from branch complaint department saying the first person who promised to return my call in 1-5 business days was on vacation and they were taking over the case. 

They informed me that the check was not mailed, which contradicts what the manager told me in the morning and said they would mail it if I submit documents that said I owned the DBA in question. I told them that I submitted all the requested document on XX/XX/XXXX and they were surprised to hear that. 

I emailed the branch saying they never received the document, and I get no response, I tried calling them and the person said they were with a client and hung up ( which I dont believe is true, because when they are with a client they usually dont answer ) This ordeal has caused me a lot of pain, and additional costs as my company is out of funds. I was supposed to go on a technical conference and purchase hotel stays at discounted rate offered by the conference and couldnt do it in time due to lack of funds and now the hotel prices have doubled. Each week Im scrambling to find funds to pay for my expenses due to chase holding my money. 

I agree, the XXXX was not on my account, but I've been to the branch twice with the requested document 3.5 weeks earlier and they've lost my sensitive personal information which in the wrong hands can cause damages to me and my company. 

How can one of the largest banks in the country be so negligent with sensitive personal information and withhold funds indefinitely even when all requested documents are provided 3 weeks prior and still claim they have not received it. 

How are people who claim to be the highest authority in the bank on customer service not know that I've provided all the requested information and talk as if its my first time calling them about this issue. 

How does this bank let me login to their website and conduct business when there is a fraud alert and not have any kind of notification to inform you of these issues. Instead they just disappear your account one morning. 

Why are all the customer service representatives in this bank so rude and instead of answering the question turn the issue around and make it seem like I'm at fault for their inefficiencies. 

Why is the sole customer service person who identified the issue doing this as a favor to me. Looks like Chase has set a very low standard for customer service. 

They ask me to do the samething again and again and expect a different result? Why is this allowed while I'm stressed and anxious on how I'm going to meet my expenses- and this is my money they are holding.

Company response to consumer: Closed with non-monetary relief