Consumer complaint received 2023-05-31
Company: JPMORGAN CHASE & CO.
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I purchased XXXX money orders in the amount of {$500.00} each on XX/XX/2023. The money orders were given to my leasing office, XXXX XXXX XXXX, on XX/XX/2023 via drop box, to pay the balance on my rent. The amount of the money order resulted in an overpayment on my rental account. XXXX XXXX, returned the money orders back to my home address. I deposited the money orders on XX/XX/2023 at a Chase Bank ATM in Missouri. I wrote " Deposit Only '' on the back of the money orders before depositing. The first money order showed partially available for spending. The second money order showed the funds would not be available until XX/XX/2023. 

I attempted to use the card at a museum on XX/XX/2023 and my card continuously declined. I called Chase and the representative advised the funds were being held because the money orders were addressed to XXXX XXXX. He advised the funds would be released pending verification of the funds availability. 

On XX/XX/2023, I called Chase again to receive an update on the availability of the funds deposited. The representative advised, the issue was transferred to the fraud department because of suspected fraudulent activity. I was informed the transaction needed to be verified by XXXX XXXX XXXX since their name was on the money order. Chase required XXXX XXXX to validate the information I provided about the money orders being returned. I provided multiple phone numbers for Chase to use to contact XXXX XXXX and Chase advised their system did not recognize the phone numbers. 


On XX/XX/2023, I called Chase Bank and was again told that they were unable to contact XXXX XXXX, however the representative questioned the purchaser address listed at the bottom of the money order. I confirmed that the purchaser address was mine and upon confirmation, he was able to confirm the contact information for XXXX XXXX. He called XXXX XXXX while I was on the phone and he was get the voicemail of the XXXX for XXXX XXXX XXXX. However since he still needed to speak with someone at XXXX XXXX, he advised me to call back later in the day to attempt to contact a manager again. It was already after XXXX EST, so I decided to call again the next day instead. 

On XX/XX/2023, I called Chase Bank again and spoke to a representative that repeated everything that the previous representatives told me. I provided the same contact number I provided yesterday for XXXX Homes and the representative was unable to verify the number again. The representative advised that if they are unable to contact XXXX XXXX within the next XXXX business days, Chase would close my account. At this time, I informed the representative that the funds were showings as cashed by Chase and deposited on XX/XX/2023. I also advised that the Chase representative that I spoke with yesterday was able to reach the voicemail of the XXXX at XXXX XXXX. I was also advised by the Chase representative that even if they were able to contact XXXX XXXX, that it wouldn't result in the releasing of my funds. I inquired about providing proof of my money orders purchase again and was again told that even if I could provide proof that I purchased the money orders, it would not help the fraud investigation. 

I inquired about what would happen to the funds if Chase closed my account. The first representative I spoke today told me that if the fraud investigation could not be sorted out, my account was closed, and the money would then belong to Chase and Chase could spend it however they wanted. The second representative I spoke with advised that if the investigation could not be sorted out and my account was closed, Chase would turn the funds over to the state of Georgia. Both Chase representatives advised that there was nothing further that I could do or provide to help resolve the issue. 

I purchased both money order with a debit card and I can provide bank statements to prove purchase of the money orders. I have the XXXX Receipts to further prove I purchased the money order. The manager at XXXX XXXX XXXX can confirm the returning of the money order and the reasoning for the return. Chase has stolen money and threatened to close my account and restrict me from opening future accounts.

Company response to consumer: Closed with non-monetary relief