Consumer complaint received 2025-09-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: JPMORGAN CHASE & CO.
State: UT

Complaint narrative:
XXXX Spoke with XXXX XXXX at Chase Bank ( XXXX location ) to verify the identity associated with a newly opened account. Chase was unable to complete verification over the phone through their verification department. It was clarified that they did not need to verify my identity, but rather the identity of the individual who initiated an ACH transfer into my account. The ACH transfer request form, along with the individuals information, was submitted for verification. The account was subsequently placed under review and marked for closure. 

XX/XX/XXXX I called to check for an update. I was informed that the information was still being verified. However, each time I contacted them, they requested the same information that had already been provided. Because they were unable to verify my identity over the phone, they repeatedly refused to discuss the matter with me. The requested documentation was again provided by XXXX XXXX, XXXX XXXX XXXX ( XXXX location ). I was informed that my business account was not under review and could continue to be used. 

XX/XX/XXXX Called again for an update. Spoke with XXXX in the Loss Prevention Department, who confirmed that no one in her department had followed through with the necessary steps to close the account and release the funds. She was able to verify XXXX transaction but advised me to call back for an update on the other. 

XXXX Made multiple calls to both the bank and my local branch. I was repeatedly given inconsistent explanations as to why the ACH had not been verified or why further verification was required to release the funds. All requested information had been provided multiple times in an effort to expedite closure and issuance of a check for the remaining funds ( or return of funds to the originator ). The issue remained unresolved. 

XX/XX/XXXX I was notified at XXXX XXXX. that my business account had been restricted and instructed to contact the bank. Upon calling, I was informed that the account had been closed and that nothing further could be done. 

XX/XX/XXXX Spoke with XXXX ( Supervisor, Customer Service Department ). I explained the ongoing issue and frustrations during a call that lasted nearly XXXX hours. At the conclusion of the call, XXXX stated that all funds had been verified, and she would initiate a request for checks to be mailed for the remaining funds within XXXX business days. She also informed me that the business account would be closed but assured me that the funds had been verified. 

XX/XX/XXXX Due to conflicting information, I called to confirm XXXX assurances. I spoke with XXXX, who informed me that XXXX had not added any notes to my account. As a result, the funds were once again flagged for verification. XXXX was able to verify XXXX of the XXXX transactions and stated that she would escalate the matter by filing a complaint. She advised me to call back for additional information. 

XXXX Visited the branch in person. I met with XXXX XXXX ( Assistant Vice President, XXXX branch ) and XXXX XXXX ( Supervisor, Loss Prevention Department ). XXXX attempted to verify the funds again and requested further information regarding XXXX of the transactions. Both XXXX and XXXX XXXX filed complaints on my behalf to escalate the issue. XXXX instructed me to call back later that day or the following morning. After calling back XXXX hours later ( and waiting on hold for an additional XXXX hours ), the funds were once again verified. However, they were unable to process the XXXX because it was after business hours. I was instructed to call back yet again. 

That same day, I received a bank statement indicating that the account had officially been closed on XX/XX/XXXX and that XXXX checks had been mailed. However, I only received XXXX checkfor {$5.00}. 

XXXX Called for clarification. Spoke with XXXX, who attempted to assist but was unsuccessful. She attempted to transfer me to a supervisor but disconnected the call instead. When I called back, I reached XXXX ( Supervisor ), who was rude and accusatory, questioning why I had received the funds and implying misconduct. He insisted that the funds needed to be re-verified, despite the repeated verifications already completed. He requested documentation that should have already been on file in the notes. Because I was not at home, I explained I needed time to provide the documents. XXXX refused to proceed without them, reiterating that the verification process had to be repeated. 

Current Status : The issue remains unresolved. Despite repeated submissions of the requested documentation, inconsistent handling by multiple departments, and several escalations, my funds are still being held without clear explanation or resolution.

Company response to consumer: Closed with explanation