Consumer complaint received 2025-08-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: UT

Complaint narrative:
A family member deposited my properly endorsed, per chases instructions for third party checks, irs tax refund check into their Chase Bank personal checking account on XX/XX/XXXX. The check cleared with the IRS XXXX XXXX XXXX, the funds appeared in the account but a hold was placed on the funds. I called chase bank XX/XX/XXXX and asked about the hold. I was instructed to acompany the account holder to a branch with our id 's. XX/XX/XXXX myself and the account holder went into our local branch and presented IDs. The banker was puzzled as hold did not lift and they were instructed to call a number where they were told a phone verification to the payee of the check needed to be done despite my sitting in front of her ID present. Chase informed me that the hold is due to their inability to verify the checkthrough a phone number for the payee of the check, even though the check appears legitimate and is from a valid source and cleared. 

Despite my efforts to provide valid contact information for myself, Chase claimed they could not verify the name through their system and are refusing to release the funds. Chase stated they would close the acct if the payee coukd not be verified by phone through their system wuthin 10 days. Within 7 the acct was closed and the ending balance sent out to account holder was minus the amount of the check which was {$3.00}, XXXX. At this time it was not clear as to what was done with the funds from the check so I wrote the IRS to have them trace the check to make sure indeed was cashed I spent the next year working with the IRS trying to trace down where these funds went. Then on XX/XX/XXXX I received a letter from the IRS including a copy of the cash check with information on it that it was cashed the XXXX of XX/XX/XXXX at a Chase Bank. I then went in to Chase Bank on XX/XX/XXXX however a banker refused to speak with me because I was not the original account holder. I then called Chase Bank on XX/XX/XXXX and was told I needed to have the original account holder on the line with me when I called as they have since moved out of state and are not near a branch. I called Chase again on XX/XX/XXXX with the account holder and was told I needed to speak with the funds hold Department I was transferred to the funds whole department and they told me that the funds were still being held and needed to pass their phone verification for the original payee of the check through their system. I have a government phone and apparently that is not acceptable to be cleared through their system requested alternative methods of verification ( such as jpresenting the letter the irs sent me with the void check showing cashed at chase bank ) but Chase has not offered or accepted any reasonable alternatives. 

How it affected me : This delay has caused financial hardship. I am unable to access my own funds, which were paid over to my family member XXXX XXXX to rely on for daily expenses and obligations while he attended school. This shortage of assistance to him caused him to have to quit school & move back to California with anothed family member.The lack of communication and refusal to release funds without offering a valid resolution has created significant stress and uncertainty.

Company response to consumer: Closed with explanation