Consumer complaint received 2023-09-26
Company: JPMORGAN CHASE & CO.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
XX/XX/XXXX deposited check # XXXX In the amount of {$2800.00} from XXXX XXXX, a company that my friends XXXX and XXXX XXXX own. These are friends I have know for 14 years, They have had their company registered since XX/XX/XXXXXXXX  and had the phone number used for this company since XXXX. A hold was placed on the check, which I full expected and complied with. 
XX/XX/XXXX I tried to transfer money I had in the savings account prior to the deposit of the check to cover some bills I paid. It would not let me transfer and I thought it was an error in my Chase App. 
XX/XX/XXXX, the payments came through and made my checking account overdrawn. I called to see why I could not transfer money and I was told my savings account was restricted due to not being able to verify the owner of the check. I confirmed the phone numbers with XXXX and XXXX XXXX and they confirmed the phone number was correct. I was being asked all sorts of questions as if I was trying to perform something illegal. I explained I was loaned some money for car repairs. I was told that they would not even call the number because it was not coming up as a verified number in the database you use. I asked why the rest of my money that was in the account prior was locked as well, they could not tell me except it was restricted but I could go into the branch and transfer money with a teller. After I got off work I rushed to the branch and transferred the money to avoid any overdraft fees. I then decided instead of pestering the phone reps I would just wait for the check to clear the bank, thinking that would resolve any issues. 

On XX/XX/XXXX my friends informed me that the check had cleared their business account. 
On XX/XX/XXXX after the holidays, I called to find out when the check would be released because it had cleared their bank. I was told it was still under review and to call back tomorrow. 
On XX/XX/XXXX I saw that the funds had been released in my Chase app so therefore I did not call back, and I began getting estimates for my repairs. I want to note that I am moving to XXXX Texas on XX/XX/XXXX and needed these repairs done before I moved. 
On the evening of XX/XX/XXXX, I checked my account and saw that both the check of {$2800.00} and the remaining amount of my savings {$780.00} had been deducted from my savings account and {$780.00} was placed in my checking account. 
By the morning of XX/XX/XXXX, my savings account had been closed. Mind you, no notice was ever given to me. I called back and asked the representative to just refund the money to the originating bank so they could get me a cashiers check instead. I was told the only way to resolve this was to have my friends go to their bank and do a stop payment on the check and issue me a new check. I said I would do that, and they would get me a cashiers check but I will be closing my accounts with Chase. 
XX/XX/XXXX, they spoke to their bank XXXX and asked for a stop payment. The bank told them that was impossible because the check had already cleared, and Chase had the funds for almost two weeks. XXXX also told them they had no idea what database Chase was referring to in order to verify the business phone number. At this point it is too late to get the repairs done on my vehicle and I am going to have to tow my car to XXXX, Texas. 
XX/XX/XXXX, I called to resolve the situation and was told that the check was suspended and they would not release the funds until they could verify the phone number. I asked to speak to a supervisor and was told the same thing. I asked what database they are using to verify the phone number and she said she could not tell me that. So I explained, that I personally can not change the database to add this number, and I am literally stuck. This is money I have to pay back and I cant access it for my car repairs. They said it could come back as fraudulent for up to 6 months. I have banked with Chase for 30 years and have never done anything for them to think I would deposit a fraudulent check. It is humiliating being treated like a criminal when you are not. 
XX/XX/XXXX Filed a complaint with CFPB, the Texas Department XXXX Banking and the Texas attorney General consumer complaints. 

Since the response from Chase I have called on a regular basis to try to resolve this. First, I was told I had to have the company re-call the check by their bank. They tried that and XXXX said that was not an option and had no idea why Chase would tell us that. The business owner paid extra with their phone service to make it a publicly verifiable phone number, Chase said it still was not verifiable. Then I was told it had to do with the credit reporting agency. The business owner checked the phone number with the businesss only credit card and the number was incorrect by one number. I called Chase to verify using the phone number that the credit company had, I was told it was still not verifiable. Next the business owner went and got a new phone number with XXXX, she was using an internet-based phone number so we thought that might be the issue. Chase said it was still not verifiable. XX/XX/XXXXXXXX  I was then told what company they use to verify and given a phone number. XXXX XXXX # XXXX. The business owner called to see if she could register her phone number, they had no idea what she was talking about. 

It has now been 3 months, I have attempted to do everything that Chase has asked me to do and yet the check is still in suspense and I have no idea how to resolve this issue. 

I am also including documents the business owner has provided me showing that the number on the check is register with the State of Texas as their business phone number, and other documentation showing it is a legitimate business.

Company response to consumer: Closed with explanation