Consumer complaint received 2025-06-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: LA

Complaint narrative:
I am writing to file a formal complaint regarding an exceptionally frustrating and damaging experience I have had with Chase Bank concerning an extended hold placed on a large, certified cashier 's check, and the consistently misleading information provided by various Chase representatives. This situation has caused significant stress and is negatively impacting my business operations. 

On Thursday, XX/XX/year>, I visited the Chase branch located at XXXX XXXX XXXX XXXX XXXX XXXX, to deposit a large certified cashier 's check. Before making the deposit, I specifically asked the teller if the check would be subject to any delays or extended holds. The teller explicitly informed me that if there were any issues, I could call the number provided on my deposit receipt, and the matter would be resolved the very next day. 

Relying on this assurance, I proceeded to deposit the check. Immediately after leaving the branch, I called the deposit hold number on my receipt to confirm what the teller told me about the expedited release process. The representative I spoke with advised me that since the check had only just been deposited, I have to give it 24 hours and then call back, assuring me it " wouldn't be a problem. '' Following this guidance, I called the holds department back on Friday, XX/XX/year>. This call was the beginning of a series of frustrating interactions. ( I'm putting that very lightly. ) Over several calls, I was given various and conflicting reasons by different representatives as to why the check could not be released. Each time a problem was presented, I sought to provide a solution or clarification, only to call back and be told by a new representative that the previous issue was " not relevant '' and a new reason was the actual cause for the continued hold. 

Finally, after numerous calls, I was informed that Chase had placed a " systematic hold '' on the check and that the funds would unequivocally not be released until XX/XX/year>. I was further told that " no human intervention can change this. '' This information was deeply concerning, as it directly contradicted the initial assurances that led me to deposit the check with Chase in the first place. Had I been truthfully informed about the potential for such an extended and unalterable hold, I would have taken the certified cashier 's check directly to the issuing bank and opened an account there, where the funds would have been available immediately. 

Following this call, I returned to the physical branch Friday XX/XX/XXXX, where I made the deposit and spoke with a manager named XXXX. I explained the situation and requested to have the check returned. XXXX then informed me that if I had returned within a few hours of the deposit, a reversal might have been possible, but since XXXX hours had passed, it was " too late. '' This statement is particularly frustrating, as the holds department had instructed me to wait those 24 hours before calling back for a resolution.

I feel completely railroaded by Chase. The reassurances I received were false, and the subsequent handling of my case has been unhelpful. I feel there is a considerable lack of transparency in how this was handled. My business relies on access to its funds, and this avoidable delay is causing significant operational stress and financial repercussions. There was a serious breakdown in communication and customer service. It's especially disheartening when I made efforts to act on their guidance, only to find it worked against me. I had planned to bring my father to Chase to open his business account, but after this excruciating ordeal, I wouldn't send my worst XXXX to XXXX. 

On XX/XX/year>, I went back into the branch and spoke with the business relations XXXX, who was able to contact the bank ( XXXX BANK ) that certified the check, the check, located in XXXX, LA, and was able to confirm and verify the funds. She told me to keep refreshing my account, and it should be released today. After waiting til the end of the day, I called XXXX 's hold team to follow up on the request that was put in by the local branch to have the check released, and they said, " The request has been denied, and I have nothing more to share, the check has not been verified, and the hold will remain ... '' THE CHECK IS CERTIFIED AND THE BRANCH XXXX OF CHASE BANK XXXX XXXX CALLED XXXX XXXX XXXX XXXXXXXX, AND HAD THE FUNDS VERIFIED IN FRONT OF ME. 
I would like to request an immediate investigation into this matter, including : XXXX. A review of the conduct and information provided by the teller at the branch on XX/XX/year>. 
XXXX. A review of the calls I made to the holds department on XX/XX/XXXX, XX/XX/year>, again on XX/XX/year> to understand the conflicting information on release, and the poor customer service I received. 
XXXX. An immediate review of the " systematic hold '' on my check. I need this released immediately, given the misinformation and non-transparent circumstances that led me to bring this CERTIFIED CASHIERS CHECK TO THEM IN THE FIRST PLACE. 
XXXX. A clear explanation for why this situation occurred and what steps Chase will take to prevent such misleading information and poor customer experiences in the future.

I expect a prompt response to this complaint and a swift resolution.

Company response to consumer: Closed with explanation