Consumer complaint received 2025-05-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: SC

Complaint narrative:
On XXXX I mobile check deposited a refund check from XXXX XXXX XXXX in the amount of XXXX from my homeowners policy. I was given info to call Chase customer service Dept in 3/4 business days and speak with the hold department so they can verify the check. I called Chase on XXXX and was given info that Chase can not remove the hold on the check because they cant verify the check. The call was recorded. So I hang up and call the XXXXXXXX XXXX to explain whats going on and to see if theres any other options available since Chase cant verify the check nor remove the hold at that time. The insurance company puts me on hold to look up my account in which the rep also put a trace on the check status. The Insurance reps comes back on the phone and informs me that the check has been reported as cashed as of XXXX. I asked the rep how can that be cause the bank still has a current hold and wont release the funds. The insurance rep explains they could put a stop payment on the check and overnight another check however since the check has been reported in the system as cashed theres nothing more they can do. I leave work early to try and resolve this issue and go to the nearest Chase Bank in XXXX SC which is located at XXXX XXXX XXXX XXXX to speak to a Manager. I spoke to a Manager on Duty who wasnt the actual branch manager but she proceeded to help me with the matter. She gave advice and helpful information explaining to be polite when speaking with call center reps because they notate accounts at times with comments not to help a particular customer when deemed the customer is rude. This on Duty Manager checks into the matter then explains sometimes it just takes a call from a actual manger to contact Chase back end department/Hold department to clarify things. She didnt call, she put me off on another worker/ teller who proceeded to make the call to the hold department. After speaking to the hold department who gave info that it was a systematic hold that it was nothing that can be done until the funds are systematically released on XXXX, XXXX. So my question to Chase manager on duty was very clear, why is Chase continuing to hold my funds after the check has been cleared on XXXX? She said well the check has cleared XXXX XXXXXXXX XXXX account thats why its showing cashed but I dont know why they have placed a additional hold on the check. So Chase Bank is falsely reporting that checks are being cashed but placing additional holds on funds which is depriving bank customers on additional opinions due to being the check has been reported cashed its impossible to take said check to possibly a local check casher because when the check is scanned it will show as cashed when it legally hasnt been. I explain to Chase this matter will caused my mortgage payment to be late and will have a negative impact on my credit file. I request a investigation into Chase Banks banking practices. To continuously hold a check that has been cleared and report said check cashed when it hasnt is shady and should be deemed unlawful. Its hurting customers and placing them in vulnerable situations.

Company response to consumer: Closed with explanation