Consumer complaint received 2025-10-16 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: CA

Complaint narrative:
On XX/XX/XXXX, I opened a checking business account with Chase Bank through online banking. 

On XX/XX/XXXX, I deposited a cashier 's check from my client to the account with amount of {$12000.00}. 

On XX/XX/XXXX, Chase Bank decided to debit the whole amount and closed my account. 

After I found out that my account was closed by Chase Bank, I called the bank and was referred to Chase Fraud Prevention Department. The Agent from Chase Fraud Prevention Department informed me that the money is frozen and held by Chase Bank because the Chase Fraud Prevention Department was unable to verify the maker of the check ( my Client ).

My client and I decided to clarify this matter by physically visiting one of the Chase Bank branches in XXXX. My client provided all her information such as her ID, bank statements, and debit card. However, the Chase Bank Representative from this particular XXXX branch office was still unable to solve the problem. The Chase Fraud Department mentioned that the only way to clear the check is by verifying with the maker of the check through a phone call. From here we found out that the Chase Fraud Prevention Department made a call to the number that was no longer active and used by the maker of the check ( my client ). Based from this conversation with the Chase Fraud Prevention Department, the Rep person from this XXXX branch office informed us that the check maker needed a phone number under her name so that Chase Fraud Department can contact her to verify the check.

The check maker then signed up for a new phone number under her name with XXXX XXXX XXXX company in XX/XX/XXXX. Since then, Ive been calling the Chase Fraud Prevention Department every week to get an update of the issue. However, after few months of follow ups, the Chase Fraud Prevention Department still couldn't verify the check maker because the new phone number hasn't been associated with the check maker 's name yet.

After continuous follow ups for 6 months, on XX/XX/XXXX, I called Chase Fraud Prevention Department again and was informed by the Agent ( his name is XXXX ) that the phone number has already under the check maker 's name now. BUT, the phone number is not passing the verification tools and he didn't want to explain any further. Moreover, he said that there's no solution for this issue at this moment and I have to KEEP waiting.

After calling more than hundred times and talked to so many different agents, one of the agents of Chase Fraud Prevention Department also mentioned that the number should record under my client 's name on public record. However, my client is not a business entity, it is a personal so my client 's phone number will not be published in public. In conclusion, the fund won't be able to get verified and still be suspended by Chase Bank.

It's been already more than a year since my fund is held by Chase Bank. I'm still calling Chase Fraud Prevention Department and asking for an update. However, there is still no way out.

This is my fifth time filing a complaint through CFPB and the complaints always closed right away. I called CFPB and CFPB told me to call Chase Bank because Chase Bank that the one that was closing the complaints.

I called Chase Bank and there is no explanation about my complaints.

Company response to consumer: Closed with explanation