Consumer complaint received 2024-09-30
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO. (FL)

On XX/XX/XXXX I did a mobile deposit for my husband 's ( common law ) VA benefits check in the amount of {$3600.00} in my Chase Bank checking account. The check was put on hold and said it would be made available on XX/XX/XXXX. On XX/XX/XXXX I logged into my online banking and saw that the money was available. I then try to use XXXX to transfer some money, and it wouldn't work I tried to use my debit card, it wouldn't work. I called Chase Bank and was told that they have restricted my account. I asked them why they said that they needed to verify that my husband was aware of me making the deposit. I asked them how did they want us to do that if we should go down to the branch and bring our IDs, ourselves, and social security cards. They said this is not acceptable that they would need a telephone number that could be verified to be his and call it to speak with him. I gave them his phone number. He was in the same room with me at this time. They told me to hold on and when they came back on the phone they said that that number was not a verifiable phone number and that it could not be used to call him. We have a prepaid service and it's in my name. So when I asked her why I couldn't go to the branch she said they no longer do verifying at branch locations. So I asked her what to do in the situation she said that they needed a number to call that was verified as his so we got a new phone and paid for the service put his name on it. Waited a day, as the customer service rep for the phone company said that it may take XXXX hours for it to update the name now associated with the new phone number. When I called back to Chase Bank and gave them the number she ( CSR ) said that it was not a verifiable number either. I've done research and found that there is about XXXX people in Florida alone that chase bank has done this to as well. So I found a group on XXXX and after joining I posted a request for a recommendation for a phone company that chase bank would accept as verifiable. Everyone has said the same thing that it does not matter what company you get a phone or get a new number with. The replies were all the same, that they had tried this as well and the service that Chase Bank uses to verify phone numbers is outdated, and they have been told it could take up to XXXX to 6 months to get that number attached to my husband 's name. This is unacceptable. Now fast forward a couple of days and I try to log into my account and all of a sudden I can't see that account anymore they have opened me a new account with a new account number and all. It has a XXXX balance but when you look at the spending for the month it has that {$3600.00} as debited -XXXX  XXXX charge. Whatever that means. It makes it look like the money was spent this month on XX/XX/XXXX. And making it look like we were able to access that money and have already debited it and spent it. I received a debit card for this new account on the XXXX of XXXX. And there's still no money in this new account and I can not access the old account at all. I've called Chase Bank and ask them to pull up the old account with the old account number and they have no record of this. So I asked them if they have no record of this where did this, then where did the {$3600.00} come from in this new checking account that says it's already been spent and debited? They can't answer me. They also asked me if I'm on speakerphone and if I'm alone when I tell them yes I'm on speaker. Very fishy. Now my social security XXXX benefits are supposed to be going into the old account and I have no idea how that's going to work as I don't get paid until the XXXX. I did open a new bank account with another bank and called Social Security to change the direct deposit information but they said that it was after the cutoff date and would most likely not take effect until the following XX/XX/XXXX. We have no idea what to do. We just want his money back that is rightfully ours. I will be attaching my husband and myself IDs and Social security cards and a screenshot of this new account that says we've already spent the {$3600.00}.