Consumer complaint received 2025-06-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
On XX/XX/year>, I was informed that my Chase account had been locked and that I needed to verify information for further action. I called later that day, but the office was closed, so I waited until the next day. 

On XX/XX/year>, I reached a representative from the fraud department. They stated that checks I attempted to deposit were flagged as fraudulent. I explained that my mother regularly gives me her checks to deposit into my account, a practice Ive followed for years. My only mistake, which I didnt think was a big deal, was having my mom endorse her checks to my name. However, someone apparently obtained an old check from my mother and tried to deposit it into their account. Since that check had already been deposited into my account, the issuer filed a fraud report, which led to my account being locked. 

I asked how I could provide verification to prove the checks were legitimate. The representative said they needed to call my mother, the person named on the checks, to confirm their authenticity. After a few minutes on hold, the representative returned, acting passive-aggressively, and informed me they couldnt call my mother because her phone number wasnt in their database. I offered my mothers phone number, and they initially agreed. After another hold, they refused to use it, stating it had no association with my mothers name. The representative then questioned another deposit, a check from my girlfriend. I provided the requested information, but after another hold, they said they couldnt find her number in their system. I gave them my girlfriends number, only to be told after another hold that it couldnt be used due to no association with her name. This call led nowhere. I called Chase again, but the representative treated me like a criminal, offering no resolution. 

Frustrated, I visited a Chase branch in person. A banker tried to help, providing his credentials to a representative over the phone. He even offered to bring my mother into the branch for in-person verification. However, the representative insisted they could only verify using a phone number associated with my mothers name, and this led nowhere. The banker suggested that the person who wrote the check call Chase to resolve the issue. 

On XX/XX/year>, after giving Chase XXXX days to investigate, hoping it was sufficient time to verify the legitimacy of these checks, I called again. I explained the situation to a representative, noting that my mother gives me her checks to deposit when she gets paid. He was willing to help and asked for my mothers phone number. I explained that a prior representative couldnt use it due to no association with her name. Instead, I requested they call my mothers boss, who issued the checks. I provided the number, and after a hold, he said they could use it and, if all went well, my account would be unlocked. After another hold, he questioned a check I deposited in XXXX, claiming my mothers boss didnt write it. I put him on hold, called my mothers boss, and clarified a misunderstanding : the check had the wrong year, causing confusion. I returned to the call, and the representative noted this, saying future calls could start from this point. 

I called again, but the next representative seemed to struggle with XXXX and became passive-aggressive, questioning my deposits. I explained that the previous representative updated the notes to clear confusion, but he was unhelpful and treated me like a criminal. Frustrated, I hung up and called again. I repeated the story to another representative, asking her to call the person who issued the checks. I provided the number, but after a hold, she said she couldnt use it because it had no association with my mothers bosss name. I was confused, as a prior representative had used the number. She became passive-aggressive, treating me like a criminal, and the issue remains unresolved.

Company response to consumer: Closed with non-monetary relief