Consumer complaint received 2025-09-30 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:
This is what happened and what we have been trying to do to get the money released XXXX XXXX is my XXXX XXXX lives in an assisted living facility in XXXX XXXX, NY. 
She has been there for 15 years Her family in XXXX XXXX sold a house and she was intitled to a portion of the sale. 
She received a check for {$41000.00} XXXX asked me to open a bank account in my name, and she would sign the check over to me so that I could manage the money for her. She is not good at handling money. 
On XX/XX/25 We opened an account at Chase bank in XXXX XXXX, XXXX XXXX XXXX XXXXXXXX, XXXX, NY XXXX, around the corner from where she lives. We all went to the bank to open the account. XXXX came with us. Everyone had the proper ID. She had her social card, XXXX ID. She signed the check, and they opened an account in My name. The check was accepted and deposited. It showed in the Account. 
A letter from Chase was sent out on XX/XX/25 saying that the account was being restricted and possibly closed to protect against possible fraud. On XX/XX/25 we noticed that the money was not in the account and the account had been closed. When we called chase bank, they said that they could not verify the check, so they closed the account. The funds were still there but without verification from XXXX they would not release the money. If the check could be verified, they would put the money into my account. We told them that they verified the ID at the bank when the account was opened. 
They said that they no longer accept in person verification. The only way to do it was by phone. That didnt make any sense to us, we were there in person. If that was the case the bank should never allow us to open the account, deposit the check or if not send it back to XXXX. 
The only phone that XXXX had was a phone that was given to her for free by the facility she was living in. When the bank tried to verify it, it came up owned by another person. The number must have been recycled, as most phone numbers are. She never registered her name, and they would not call her to verify it was her. 
They told us to buy a phone in her name which we did XXXX XXXX. The phones were registered to her, her name comes up when she calls but when we call the Bank, they say that it does not come up in her name. The last person told us to make sure not to buy a prepaid phone, so we did that and made sure that they gave her a brand-new number that no one had used, which they did. Again, we called the bank to verify, and they would not. They said they could not call the number without verification that it was hers. 
They told us that was the only way they could verify the funds. They wouldnt do in person verification. 
It just does not make sense. We recently went back to Chase Bank in XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX, NY XXXX, We Talked to XXXX XXXX the bank manager. We had all necessary IDs, closing papers, copy of the check. He told us that this has been an ongoing issue, they complain to the higher ups, but nothing changes. He said that he would send it up the chain, but we have still not heard from any superiors. 
XXXX does not have any credit, bank accounts, credit cards, or cars, she owns nothing. We are not sure if that is why she does not verify on Chase system but that should have nothing to do with. 
There should be some kind of exception for someone in her situation, not just over a cell phone!!! 
This has been going on for almost XXXX months. 
We are constantly calling the bank to see if phone will verify.

Company response to consumer: Closed with explanation