Consumer complaint received 2023-12-20 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: AL

Complaint narrative:
On XX/XX/XXXX I attempted to mobile deposit XXXX XXXX XXXX money orders, in the amount of XXXX XXXX each, issued to me into my J.p. Morgan Chase bank account. On XX/XX/XXXX I received notification electronically, through their application, that Chase Bank had put the checks on hold. On XX/XX/XXXX I received additional update that Chase bank would not accept the checks and I would have to call for further information. That same day I called and spoke to a customer service rep, name not remembered, who informed me the checks would not be made available until verification from XXXX could be made. I was then informed I would have to be the one to facilitate that verification or the money orders would be rejected. I, as the consumer, had no idea how to facilitate verification and inquired as to what my options were. She informed me to try calling XXXX was allor I could wait to have them returned. That is ridiculous, but I called XXXX anyways, they informed me, Chase bank would have to call them. I was out of options and went above my due diligence, so I waited for the money orders to be returned. On XX/XX/XXXX I was informed through the XXXX application my account was closed and I assumed that was the end of that. On XXXX I deposited XXXX of the aforementioned money orders into my XXXX XXXX XXXX and XXXX XXXX XXXX account, already speaking with a clerk about the situation and being informed to line through the Chase mobile banking authorization on the back and initial by the change. On XXXX I was informed through my XXXX application that the checks had been returned. I called XXXX customer service, spoke with XXXX, and was informed the checks had been rejected by XXXX XXXX XXXX XXXXXXXX ) because of duplication. I immediately called XXXXXXXX XXXX spoke with XXXX, and was informed the checks appeared as paid and cleared on their end to J.p. Morgan Chase. I later the same day spoke with serval Chase bank representatives, but XXXX was the one to get me to a resolution. The only problem being it is the exact resolution I was given way back in XXXX. Only difference was XXXX was able to verify with XXXX on her own with a quick phone call ; one which I was on the line for. This could have been done on XX/XX/XXXX when I first called. Now I am extremely disadvantaged with the only way to access the funds from the checks is by receiving a cashiers check from Chase, which is a XXXX day process. Only after demanding to speak with an escalation agent was I given an additional resolution. The escalation agent, XXXX, promised the check would be received within 15 days, before the holidays. As of XX/XX/XXXX, I still had not received my funds. I called again on XX/XX/XXXX and the update I was given as to where my funds were changed depending on which service representative I spoke to. XXXX, the first rep, told me the check XXXX be sent end of business day today, the XXXX, or the next day. The second rep, XXXX, relayed to me the check was actually sent out XX/XX/XXXX. Both reps giving me a new time frame of XXXX business days, which would mean the soonest I could receive it is the XXXX. I asked to speak with a supervisor and was told there was no one more I could speak with, even though I explained to XXXX this timeframe is not what I had been guaranteed. Due to this, I was unable to make a critical payment for my storage unit and lost everything inside ( childhood photos, clothes, furniture, what i was able to keep of my mothers after her recent passing ), I am now unable to make any holiday purchases, and have experienced a great deal of emotional distress in a time of grief.

Company response to consumer: Closed with explanation