Consumer complaint received 2024-02-24 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:
I previously filed a complaint against Chase XXXX my complaint maybe I should of went into detail more than I did because my complaint was not addressed nor was it read whoever assigned to investigate my complaint didnt respond to any of the issues I brought up in my complaint as they did every time I sent a message and contacted them by phone and in person the vendor they use, the fact its outdated with inaccurate data, as well as Chase 's response to my complaint is not acceptable. Chase is using an outdated list provided by a vendor. This should not be allowed because the data provided is inaccurate. I am not the only customer whose funds are being held and/or account was closed because of the verification tool. Chase claims they are holding the funds until a phone number can be verified. " Well Chase '' update the registry or have the vendor do it, thats what youre paying them for. 

In the beginning I was told Chase doesn't call and verified by a phone number to match the name of the endorser. I explained to the CSR it was a new phone # I had the endorsers old, disconnected phone # she said give me that #. She was able to verify this but stated the # was disconnected. I replied I just told you that! You said Chase does not call that is why I said I had his old disconnected # now you find out it matches and now you need to call to verify. I asked to speak to a supervisor. This got me nowhere. Repeating the same thing. So, I asked if we could verify going into a local branch, but she stated to me " We only verify by phone using a phone number I asked to speak to her superior since she wasn't listening to me. Upon demanding for her superior she rudely stated, " I'm your last point of contact and anyone else you speak to will tell you the same thing '' That is when I demanded, and I insisted on waiting and after repeatedly asking her " how is verification made when the person either doesn't have a phone # or they are on a multi-family line? '' Which she refused to answer this question and eventually hung up on me. So, frustrated and even though she stated not to go to the local branch I and the endorser went anyway. When we first arrived the bank employee was nice, and I explained briefly what the visit was for he then asked to see the endorser 's DL, and this was an employee that sat at a desk and not at the teller. After he verified the Identity of the endorser, he called on the phone to whom I believe was the supervisor who hung up on me .... As he was on the phone with the supervisor or associate his attitude changed and while still on the phone with her, he said to me and the endorser that the situation has escalated and for me to call the # on the back my card in 2 days and it will tell me the outcome. So, what changed? The bank employee had just verified that the endorser is the payee on the check and that he endorsed it to me. Why was that not noted? So, whatever was said between the bank employee and the supervisor/associate on the phone was handled unprofessionally. She hung up on me ( very unprofessional ) for no reason. I did not yell, or curse at the supervisor for her to hang up on me. 



Chase stated in their response to my complaint that they will hold on to the funds until a phone # is verified .... so, a DL doesn't provide verification? Then why do we have to go to the DMV to obtain one? So, what the supervisor is stating is everyone should just have a number for identity verification. Ridiculous and seems to me are making up their own rules. 
I received statement from Chase on my closed account. 
This is what my statement listed : Checking Summary chase total checking XX/XX/XXXX through XX/XX/XXXX Amount Beginning Balance {$0.00} Deposits and Additions XXXX Other Withdrawals XXXX Ending Balance {$0.00} Please note this account was closed on XX/XX/XXXX Transaction Detail Amount Balance Beginning Balance {$0.00} XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX ATM Withdrawal XXXX XXXX XX/XX/XXXX Withdrawal XXXX XXXX XX/XX/XXXX Remote Online Deposit XXXX XXXX XX/XX/XXXX Debit XXXX  Check Charge - XXXX XXXX XX/XX/XXXX Debit XXXX  Check Charge - XXXX XXXX Ending Balance {$0.00} Something is not right .... nothing Chase is doing is correct. These are my concerns : 1. I have huge concerns with this statement 2. the vendor Chase uses as a verification tool 3. customer service and being told different things each time I spoke to an associate who is employed with Chase 4. not receiving any information regarding my account when the funds became available and still had a restriction on my account 5. how my card was closed but my account was still open, and I had to request another card at a local branch. I went in to deposit my check, found out my card was closed ; the teller requested another card to be mailed to me 6. I never made a request to close my card. 
7. This is why I did a mobile deposit from my phone since I was waiting for my card to arrive. 

On this statement I have 3 concerns : 1. it is stating deposits and additions {$4800.00} Other Withdrawals {$4800.00} 2. withdrawal on XX/XX/XXXX XXXX was not explained and don't know for what XXXX. Debit XXXX  - Check Charge which shows XXXX of these debits both are listed under the same column XXXX and XXXX so why did I only receive 1 cashier 's check in the amount of XXXX cents. Where and what happened to other XXXX XXXX-Check Charge listed for the - {$4400.00}? 
Because in the response to my complaint against Chase they responded that they were holding onto the funds till phone # is verified. So why is it being shown as a debit and not listed as funds on hold? 
If Chase is trying to state in this statement that a check was sent to me like the XXXX cent cashier 's check I received. Then where is that cashier 's check? They can't say it's different because both are listed under the same collum with the same description. 
This is frustrating because Chase can say whatever they want about anything and really could be holding this money for their own benefit. I'm not the only one who has their money being held captive from them stating funds need to be verified by a phone number ( that is fine, Chase needs to use an updated list ) this is all Chase not following proper guidelines. I read the policies and disclosures .... as long as the check cleared there was no reason my account should have been flagged or closed, a hold if anything until the funds cleared. Accounts are restricted and or closed when a check comes back as unpaid or something else wrong. That didn't happen here with my account or this check. I feel that the supervisor noted something that made them continue to hold and then eventually close my account due to the supervisor noting or somehow acting in a retaliatory manner against me creating this obstacle course. I reached out to Chase to get this check verified by there method. Its something that Chase is doing because I reached out to public registry and with the phone # they were able to determine that the # is linked to the endorser. So, why is Chase having a verification problem? 
I called 3 different times I went in to 3 different local branches and sent several secure messages through Chase. 
The funds cleared and Identity of the endorser was verified in person by a Chase employee. Chase is illegally holding on to my funds and closed my account. 

Their response to my complaint basically states it doesnt matter prove it and bank at your own risk! Money isnt safe. No wonder so many people refuse to have a bank account. This is unjust to hold onto money that isn't there's. Closing my account has caused more harm to me, I'm expecting my tax refund to a closed account as well as other deposits I have been waiting to receive. 
Chase I will get this resolved it and will take any Avenue necessary to release my money to me. Dont give me If you read in the policies and. I did, which I know Chase just updated it to fit the criteria so that you cant be held responsible well guess what you can.. and as I stated verification should have been noted but it wasnt. If Verification by phone is the only way.. then update the registry/platform/software being used. 
My account was in good standing. No reason account should have been flagged. Seems like Chase can do whatever they want with their customers money and aren't being held accountable.

Company response to consumer: Closed with explanation