Consumer complaint received 2024-05-11
Product: Money transfer, virtual currency, or money service — Check cashing service
Issue: Unexpected or other fees — 
Company: JPMORGAN CHASE & CO. (CA)

On XX/XX/XXXX, I decided to open a optional service that my bank JP Morgan chase bank business account offers. This service is termed quick pay and allows the business account to accept payments through service called XXXX. My XXXX XXXX XXXX XXXX XXXX XXXX and many of the XXXXXXXX XXXX come through in the form a Visa card. They are called virtual visas and to deposit them we run them through our merchant accounts. In XX/XX/XXXX, I saw the service chase was promoting that it would stream line the funds easier and more efficiently. I decided to open the account available through my business account with Chase and deposit the virtual visa cards that i had received as payment from XXXX XXXX  we work with. I deposited approx XXXX that day which involved multiple virtual cards. A few days later, Chase notifies me that my account has been closed due to suspicion of fraud. They return most of the funds to their original virtual cards except for approx amount of XXXXXXXX XXXX They indicated they need to hold this incase thier was a claim for these funds for approx of 120 days. I asked them on what they were basing these allegation through an email. They don't accept phone calls. Appeals have to be done only by email. I explained that these cards are legal and i sent them information from the XXXX  that explain these forms of payments through copies of the invoice payments and the virtual cards attached to these invoice payments. I get a response few days later around XX/XX/XXXX that my appeal was denied and the actions taken to close the account would remain with the hold of the XXXX. I made phone calls but no one could help me. The only advise was i needed to wait for the 120 days. In XXXX XXXX I contacted Chase XXXX that the 120 days has passed and please return the XXXX that was held. A week later, I get XXXX emails from Chase XXXX stating as follows XXXX XXXX XXXX ( Chase Integrated Payments ) XX/XX/XXXX, XXXX XXXX XXXX XXXX, Thanks for reaching out to us! My name is XXXX, and I am happy to assist you today. 

I can confirm that the 120 days period has already passed from the date the account was closed. I will chime in our Trust and Safety team to confirm if they can now release the funds. 

You should receive a response from them shortly. 

Best regards, XXXX XXXX  Customer Delight - Account Specialist Chase Integrated Payments, Powered bXXXX XXXX  " XXXX ( Chase Integrated Payments ) '' XX/XX/XXXX, XXXX XXXX Hello, Due to the reason for the termination of your account, at this time we will not be releasing the funds. Funds can be held for up to 3 years to allow for any dispute or settlement needs. 

For other questions related to your account, please reply directly to this ticket Thank you, XXXX Trust and Safety Team Chase Integrated Payments, Powered by XXXX XXXX I emailed them that same day, in response to this email. I received a response on XX/XX/XXXXXXXX XXXX XXXX XXXX ( Chase Integrated Payments ) XX/XX/XXXX, XXXX XXXX XXXX XXXX XXXX My name is XXXX and I'm an Account Specialist here at Chase Integrated Payments . We've been made aware about your inquiry on the funds being held and it passed the 120 days mark. 

Our Trust and Safety team sent out a communication to you via email last XX/XX/XXXX and I see that you responded. 

They offer no explanation and they do what ever they want with the money. I waited the 120 days to only be told after the 120 days that now it can be held indefinite to a maximum of 3 yrs. There is no explanation other then that. 

At this point, its XX/XX/XXXXXXXX XXXX XXXX XXXX I decided to file this complaint cause I don't know what else to do. It is like running to walls and no one knows anything and no explanations of any sort. 

any help would be appreciated. 

thank you XXXX