Consumer complaint received 2025-07-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
My husband is diabetic and has subsequently gone XXXX and lost his foot too XXXX. He is on disability which he filed for XX/XX/XXXX. In XX/XX/XXXX he was awarded {$1900.00} a month and back pay going back to XX/XX/XXXX. Our daughter XXXX qualified for disability family benefits which i filed for on XX/XX/XXXX and have been awarded XXXX a month with back pay same as her father. Soc sec admin sent me an electronic deposit yesterday for {$37000.00}. Chase restricted my account so they could verify the deposit. I called soc security admin and had a rep on the phone in about 10 minutes. The hold time to reach them is usually long. Chase restricting my account made my account XXXX negative. I waited three years to get that {$37000.00} in that time I did take out a couple of loans from family members and my very first priority when I got the money was to pay my family back which I did via Cash app and apparently Chase didnt like that and they think its fraud even though Im reporting it is not fraud. I did those charges to pay my family back. It was a total to my dad {$2000.00} and I gave my son 3000 to help him buy a car all the charges theyre seeing I have receipts for and I can absolutely prove it if they want to see them if they just need to verify with the government then they need to call the government and they did with me on the line and they had to wait on hold to get a hold of a rep and they hung up because its chases policy said their policy says the reps cant wait on hold more than five minutes so theres where my problem is! if Chase cant wait on hold more than five minutes to get a hold of Social Security theyre never gon na talk to them and they said they would close out my account and theyre gon na close out an account thats- {$5000.00} and its not even my fault and today my paycheck should hit from my employer and I will not get that either because theyve decided to restrict my account. Ive literally done nothing wrong. Ive received a large deposit and a cash app myself some money to pay back my family and theyre telling me basically it looks like fraud. It is not fraud. The only fraud here is what Chase is doing to me. I also did call back to Chase after going to the branch this morning. The branch told me to call Social Security so I go home. I call Social Security. I get them on the line and then I call Chase with them on the line on a three-way to verify whatever they need to release this money to me. They said they cant talk on three-way. Its against their policy so that didnt work either and I understand why they couldnt talk on three-way it could be anybody I guess, but she was willing to verify all her federal IDs or whatever she had to do to prove she was a federal employee to verify what they needed to release this money because they did send it to me. It was not an error. It was what is owed to me and my daughter for disability And I dont feel like they have any sense of urgency to work on this to get it resolved I think they want close my account with me owing them {$5000.00} which is not acceptable. I didnt do anything wrong. There is no fraud on my account and I can prove every purchase I made. They are restricting my account and have a policy in place that will prevent them from doing the necessary action to reach someone at social security admin.

Company response to consumer: Closed with explanation