Consumer complaint received 2022-04-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: JPMORGAN CHASE & CO.
State: FL

Complaint narrative:
I mobile deposited a check that was endorsed over to me on XX/XX/XXXX for XXXX XXXX It was put on a 10 day hold and at the end of those 10 days I was sent a secure message that said my account would be closed due to suspicious activity. I called customer service on XXXX, XXXX, XX/XX/XXXX and was only given the exact reason for the closure on the XXXX attempt. The representative told me I needed to go to a local branch with my grandfather and both of our identifications and they would release the balance of my account to me ( XXXX total ). The nearest branch was over an hour away and my grandfather would not agree to travel with me. He is XXXX XXXX XXXX and insisted that this is a common bank practice and that I needed to handle it. I called Chase again on XX/XX/XXXX and was told that I could give them my grandfathers phone number and they could call and verify that he had endorsed the check over to me. I gave them his number immediately and felt so relieved that the money in my account would be mine again. They came back on the line and said that the number I gave them couldn't be verified as his. I asked them to offer an explanation as to why it wouldn't show up as verified to him, seeing as how I've known him to have that same number for many years. They could give no explanation. I then contacted the entity that originally issued the check ( XXXX XXXX ) and they told me that the check was shown as having been issued but not yet deposited, where as a previous check had shown as being deposited. I told them the situation and they said, if I still had the check in my possession, I should be able to deposit it at another institution. So I opened up an account at XXXX XXXX which was the actual funding bank of the check. They accepted the check and it was made available in my account. Eight days later, the check was reversed, putting my account in the negative having 2 outstanding checks returned for insufficient funds. I called XXXX and they said that another bank was holding the funds for that check. I then called Chase and they told me that my best option would be to call the entity that issued the check, have them stop payment on it and reissue a new one. I immediately called the assistance agency that had issued the check and they told me they would reissue me the check. When I did not receive the check, I called them 3 more times over the course of a month and had my case escalated twice. They said their agency was experiencing high volume and staffing shortage. On XX/XX/XXXX my grandfather received notice from the agency that the check had been deposited and they would not be reissuing it. I called Chase on that same day and they told me that the entity had taken too long to stop payment on the check and that they were holding it indefinitely until I went to a bank with my grandfather. My grandfather is still adamant about not traveling for an issue he thinks is " ludicrous ''. I need to get my money back from Chase. It has affected my life in a very terrible way.

Company response to consumer: Closed with explanation