Consumer complaint received 2026-06-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Cashing a check
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
CFPB, I am submitting this complaint regarding JPMorgan Chase Banks handling of a recent check deposit and the repeated, inconsistent information I have received from its representatives concerning the availability of my funds. On XXXX, I deposited a check into my Chase account. After making the deposit, I contacted Chase on multiple occasions to inquire about the status of the deposit and when the funds would become available. During these conversations, I was repeatedly informed by Chase representatives that the funds would be available by XXXX. I was also advised that there was no hold placed on the deposit. Relying on the information provided by Chase representatives, I expected the funds to become available in accordance with the timeframe that had been communicated to me. However, after receiving the same information from multiple representatives, I was later provided with conflicting information by another representative, who indicated that the funds would not be available until a later date. As a consumer, I depend on the accuracy of information provided by my financial institution. When I contact a bank regarding the availability of deposited funds, I reasonably expect that the information I receive will be accurate, consistent, and based on the actual status of my account. Instead, I was provided with conflicting explanations regarding the same transaction. This has left me uncertain as to which information is correct and has undermined my confidence in the information being provided by Chase. My concern extends beyond the timing of this particular deposit. My primary concern is the apparent inconsistency in the information communicated by Chase representatives. If a deposit is subject to a hold, review, or delayed availability, customers should be provided with a clear and consistent explanation. If no hold exists, customers should likewise receive consistent information regarding when funds will become available. Receiving multiple different answers from the same institution regarding the same transaction is unacceptable and creates unnecessary confusion. Additionally, the conflicting information caused me to spend significant time contacting Chase in an effort to obtain a clear answer. Rather than receiving a definitive explanation, I was forced to continue seeking clarification because the information provided by one representative contradicted the information provided by another. Consumers should not have to navigate inconsistent explanations from their bank in order to determine when they will have access to their own funds. I am concerned that there may be deficiencies in employee training, internal communication, account documentation, or customer service procedures that contributed to this situation. If representatives are reviewing the same account information yet providing different answers, that raises legitimate concerns regarding the reliability of the information being provided to customers. I respectfully request that JPMorgan Chase conduct a thorough review of this matter, including a review of account notes, deposit records, call logs, and any recordings of my communications with the bank. I would like Chase to determine why I received conflicting information regarding the availability of my deposit and whether the information provided to me was accurate.

Company response to consumer: Closed with explanation