Consumer complaint received 2025-06-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
My mother received notice from XXXX  XXXX XXXX stating she had an available balance on an account that would soon close if she didn't respond to the letter. She then went to the bank and provided information and requested the account be closed and the amount be sent to her via check. Once she received the check she then endorsed it to me and we both signed to have it deposited into my chase account. Before doing that I researched their policy on third party checks and deposits and it stated : Chase allows deposit of third-party checks ( checks made out to someone other than the depositor ) into your account, but they require the original payee to endorse the check to you. You can typically deposit these checks via mobile deposit or in person at a Chase branch. 
Here 's a more detailed explanation : Endorsement : For Chase to accept a third-party check, the original payee must endorse it to you. This usually involves writing " Pay to the XXXX of '' followed by your name on the back of the check, and then the payee signing their name. 
XXXX XXXX : Chase 's mobile deposit feature allows you to deposit checks via your smartphone, but you still need to endorse the check before photographing it, according to Chase Bank. 
XXXX XXXX : You can also deposit third-party checks at a Chase branch. 
FBO Endorsement : Chase also accepts " For the Benefit of '' ( XXXX ) endorsements, where a XXXX or institution deposits a check on someone else 's behalf, according to Chase Bank. 
XXXX : If you are depositing a third-party check, Chase XXXX XXXX for verification of the check 's validity and your relationship to the original payee. 

It mentioned they XXXX ask for verification which we were prepared for but did not express the process and chase didn't make the process known to us until after the check had been deposited on XX/XX/year>. They told us we would have to have a phone number verified by their third party service attached to my mothers name. I provided them a phone number and they told me it would not work. We've activated a new phone to adhere to their process, went to several branches. I was then advised by the bank XXXX to come back once the check clears and she could try to help. She contacted the service and they told her the same ( the number would need to be verified with her name ). I expressed that the phone she has is her direct line and provided paperwork from the phone XXXX that shows her name as the owner and primary on the account to be verified. While at the bank I also expressed that we both had multiple forms of ID could return with a notarized letter and provided proof of the phone service. They still stated that her number does not come up in the system. The complaint is that this has been happening to hundreds if not thousands of customers trying to manage their finances and the bank has only XXXX verification service and you don't learn about it until after you've deposited. My bank account has now been restricted which has caused a slew of other financial issues. I was told they would close my account that I've had now almost XXXX and send my prior balance to me via certified check while holding the deposited check in a secure account under their name for a minimum of XXXX if I'm unable to verify her phone number and name. Their explanation was their protecting other customers against fraud. And while I understand how fraud can be an issue for others, I also advised that she has a number in her name that they will not allow, she has several forms of ID, a notarized letter, and she was physically at the branch. I lack understanding on how they only have XXXX verification process with the millions of clients they have and thousands that XXXX have their money locked in their account without access. I've asked what verification service they are using and they told me they were not at liberty to release that information to me. They told me that since the check cleared I would be unable to have Bank XXXX XXXX void and resend the check.

Company response to consumer: Closed with explanation