Consumer complaint received 2026-05-18 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Money was not available when promised — 
Company: JPMORGAN CHASE & CO.
State: GA

Complaint narrative:
On XX/XX/year>, two card transactions totaling {$3000.00} from a long-standing client of my consulting business were placed on hold by the Chase QuickAccept Trust and Safety team. The two transactions were a {$2500.00} payment and a {$500.00} payment representing the final payment on a consulting engagement that Chase itself had previously reviewed and verified in XX/XX/year> same client, same cardholder, same contract. Chase sent the verification request to a misspelled version of my email address on file. The address on file for my Chase merchant account, and the address at which I receive every other Chase communication without issue, is missing one letter from what was used by the Trust and Safety team. This was a Chase data-entry error. As a result, I did not receive the original notice. For four consecutive business days ( XX/XX/XXXX through XX/XX/year> ), I called Chase customer service multiple times each day. On every call I was told the matter was " in review '' and that no action was required from me. It was not until XX/XX/XXXX that any representative identified the failed email delivery. By that point, four full business days of resolution time had been lost during which I was given inaccurate information by Chase representatives about whether action on my part was required. On XX/XX/year>, I submitted comprehensive documentation in response to the verification request, including : a paid-in-full invoice ; a transaction verification page with chronological communications log documenting the client 's written request to split the XX/XX/XXXX payment across two cards ( an accommodation Chase had previously verified for this same client in XX/XX/year> ) ; a live client deliverables portal demonstrating that the services billed were rendered in full ; a CRM transaction history showing 28 prior successful, dispute-free transactions between this client and my business across multiple years ; and the original engagement proposal previously verified in Chase 's XX/XX/year> review. As of today, XX/XX/year>, four additional business days have passed since my full documentation submission. I have called Chase daily and received no substantive update beyond " we are still reviewing. '' No case owner has been identified. No timeline has been provided. My business operating account is in a negative position as a direct result of the withheld funds. This is a documented case of a federally regulated bank : ( 1 ) holding merchant funds on a transaction whose underlying client and contract were previously reviewed and approved by the same bank three months ago ; ( 2 ) causing a four-business-day delay due to a documented Chase administrative error ( misspelled email ) ; ( 3 ) providing inaccurate information to me during that four-day period ; ( 4 ) failing to resolve the matter within any reasonable timeframe after complete documentation was resubmitted ; and ( 5 ) causing ongoing material financial harm to a small business. I am seeking immediate release of the held funds, acknowledgment of the administrative error that initiated the delay, and documentation of this incident to prevent recurrence on the same previously verified client. I have also escalated this matter directly to the JPMorgan Chase Office of the Chairman.

Company response to consumer: Closed with explanation