Consumer complaint received 2024-12-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
Chase repeatedly declining my transfer of funds from my checking account which has a balance in excess of {$70000.00} to my XXXX XXXX XXXX on my mobile phone. I initially attempted a transfer of {$1000.00} on XX/XX/XXXX and got a message that Chase had declined the transfer. I immediately called the bank and was told by customer service that the hold was just a security check and they verified my identity and my phone number with two-factor verification and said it was released to try again. He also told me that the limit on my debit card ( apparently Chase routes all cash withdrawals through your debit card ) was {$5000.00} per day so that I could do the entire {$3000.00} I wanted to withdraw in a single transaction. However two additional attempts were also declined.I requested to speak with a supervisor who told me that it might take some time for the release to go through and that I should try again the next day. My internet was down the next day so I reattempted the transfer the following day, XX/XX/XXXX when it was again declined. I called customer service who transferred me to fraud protection whom they said could easily get the hold on the card released. However, the fraud protection woman told me that they would not release the card to allow me to transfer funds to my Apple Cash card on my phone because Chase Had had many instances of fraud relating to transactions between the Apple Cash card and the bank even though there have been no allegations of fraud on my account and I had no problem doing the same type of transaction last XXXX. I even showed that I was able to transfer money from my Apple Cashcard into my checking account with no problem so obviously they were still conducting transactions between the two. Her response was to start screaming at me that there was nothing I could do to get the bank to allow me to transfer my money to my Apple Cash card. She suggested I travel to the nearest Chase Bank and use their ATM. I explained that the nearest Chase Bank was a XXXX mile trip. from my home in a rural part of the XXXX XXXX but even that would not have been a solution because the purpose of my withdrawal was to subsequently transfer portions of it to my grandchildren as holiday gifts. MXXXX XXXX XXXX who live hours and hours away from me are too young to have credit cards or their own bank accounts, and their parents request that any money gifts be sent to the cash cards on their iphones where they can use it for a variety of purchases, including in their school, cafeteria. I requested to speak to a supervisor and she refused me saying that I spoke to a supervisor on my last call so I was not entitled to speak to a supervisor again. I told her that the supervisor on my last call told me that the card would be cleared. So she started screaming at me and saying theres nothing you can do except go to an ATM and pull out cash with that debit card, since we are entitled to decide to whom you can transfer your funds and she slammed the phone down. ( by the way between the two times I called the bank. I did attempt to make the transfer directly from my bank account to the cash card via the mobile app on my phone, but Chase responded with a message that I was required to use a debit card to transfer money between my account and any mobile apps Then they declined the transfer again after I did it through the debit card )

Company response to consumer: Closed with explanation