Consumer complaint received 2024-03-22
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: JPMORGAN CHASE & CO. (FL)

On XXXX XXXX I elected to use WE-PAY payment processing as a means to process a payments from a client that received beauty services at our studio. This was my very first time ever using this service ( WE-PAY ) which was presented as an awesome way to accept in-person payments, through my chase bank account. The service seemed very convenient, giving me the ability to upsell my clients and save them time from having to stop to get cash. Also a great option. If they did not utilize the platforms, XXXX, XXXX XXXX, and many others that are available these days. Big mistake. My client paid me a total of {$2000.00} splitting her payment between two of her cards, charging {$1000.00} to each card. I was told that the funds would be available within ( 3 ) business days. That evening, I noticed that the payment processing feature had suddenly been disabled on my account for no apparent reason. ( Which is fine, as long as I received the funds that rightfully belongs to me ). 4days later, The funds didnt post to my account. I called the bank. I was informed to give it just a little more time and funds should be available soon. After a week I called the bank again and was informed that they have no idea why the funds havent been released, instructed me to email WE-PAY. I didnt receive a reply back so I contacted the bank again, in which they called WE-PAY on the 3-way. The representative for WE-PAY informed me that I would need to go to the bank in person and show my ID. I complied. While at the bank, WE-PAY was called on speakerphone. My in person, Chase representative verify my identification, informing them it was OK to release. The funds to my account. A few days later, after not receiving the funds, I contacted the bank and which I was instructed to email WE-PAY again. This time I received a reply back stating that my account was being disabled, and that my funds would be on hold potentially 120 days. Keep in mind this is the very first transaction with WE-PAY. Frustrated but understanding. I wait it out the 120 days and the phone is where to be released on my account on XX/XX/year>. The funds were not released. I contacted chase bank. They said that yes the funds should have been released on XX/XX/XXXX, and created a resolution ticket stating that everything should be resolved within three business days and I would hear from someone by email from WE-Pay within ( 2 ) days. About 2hrs later I received an email from a XXXX at WE-PAY, which is also attached to this email, stating that due to the reason of the closing of my account, they would not be releasing my funds and cant keep them for three years. Once again, this is my very first transaction ever with this company. I owe no debt to this company in my bank account with chase is in great standing. I am frustrated and Im feeling robbed right now. Upon XXXX this company I see that many others are experiencing very similar situations as mine missing in the upwards of thousands of dollars, theyre even gathering for a class action lawsuit against WE-PAY. This is very disappointing after waiting months for the funds that I depend on to pay bills and keep my business and my home afloat, as well as provide for my kids. This company has literally taken hard earned money from me, that I have worked for. There seems to be a consistent, pattern of intentional, unlawful practice going on with WE-PAY. Its almost 4 months into a new year, and it is preposterous for me to have to seemingly beg this company for my rightfully owned funds, that they promised to process within 3 business days. This is very stressful. I refuse to be a victim, and Im not going away. I want my money.