Consumer complaint received 2025-08-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Cashing a check
Company: JPMORGAN CHASE & CO.

Complaint narrative:
This complaint is related to an existing complaint previously filed by my sister regarding the same deposit at Chase Bank. My family members complaint describes the deposit process and interactions with the bank, but this complaint reflects my perspective as the owner and payee of the check, whose funds are being held without a reasonable method for identity verification. 

Complaint # XXXX. 

On XX/XX/year>, I received a letter from XXXX  XXXX XXXX informing me that my account had been closed. The letter included a check for the remaining balance in my account, made payable to me, and mailed to my address in XXXX, where I have resided for over 7 years. 

Since I am not in the U.S., I asked my sister, who resides in XXXX, to help deposit the check into her account at Chase Bank. Before doing so, she personally visited the Chase XXXX branch at XXXX XXXX XXXX XXXX XXXX XXXX, XXXX  XXXX to confirm the correct endorsement procedure for a third-party check. The teller consulted with her manager, who instructed that I should sign on the top endorsement line and my sister should sign on the line below. She later confirmed the same instructions during a scheduled call on XX/XX/year> with XXXX XXXX, a Chase XXXX XXXX. 

Following these instructions, I endorsed the check from XXXX and sent it to my sister, who deposited it at the same branch. She was told the funds would be available on XX/XX/year>. However, shortly afterward, Chase contacted her to say her account had been restricted, and they needed to speak with me directly by phone to verify my identity. 

I immediately obtained two U.S. phone numbers in my name, with my caller ID displaying correctly, but Chase rejected both, claiming they were not publicly registered in U.S. records. They have not provided any objective standard or list of acceptable carriers, and I can not obtain a publicly listed number in the U.S. because I am not a U.S. resident and do not have U.S. identification.

I have proposed multiple solutions, including : Providing a notarized and apostilled power of attorney authorizing my sister to act on my behalf.

Traveling to the U.S. with my original identification.

Opening a U.S. bank account in my own name.

Chase has refused all of these options, stating that phone verification through a U.S.-based number in my name is the only acceptable method, even though it is impossible for me under my circumstances.

One Chase supervisor, identified as XXXX, suggested that I should file a fraud claim with XXXX  XXXX XXXX as reporting the check lost, voided, or alteredso that Chase could consider releasing the funds back to XXXX  XXXX XXXX. This is factually incorrect and inappropriate, as there is no fraud, and the check was lawfully issued to me. 

At this point, Chase is holding my funds without providing a viable means of verifying my identity, despite the fact that they accepted the check for deposit after confirming the endorsement process with my sister in advance. This situation has caused me financial harm and is preventing me from accessing my own money without due process or reasonable alternatives.

Company response to consumer: Closed with non-monetary relief