Consumer complaint received 2025-07-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: JPMORGAN CHASE & CO.
State: FL

Complaint narrative:
b'Chase Bank Incident Summary\n\nDate of Events: XXXX XXXX XXXX   Direct Deposit Received\nMy wifes employer issued her direct deposit in the amount of XXXX  into one of my two Chase checking accounts.\nThe deposit posted as expected.\nWe were unaware at the time that she was not an authorized account holder; this was an unintentional oversight on our part.\n\XXXX  Bills Paid as Normal\nThroughout the day, we paid our bills from the account, using both debit card transactions and ACH transfers.\n\XXXX  Evening Account Freeze\nThat evening, we discovered that Chase had locked and restricted access to both of my checking accounts.\nAttempting to log in showed a restriction notice, instructing me to call Chase.\n\XXXX  First Call to Chase Fraud Department\nI called Chase immediately.\nThe first fraud specialist stated that nothing could be done and that the funds (including the direct deposit) would be held for 15 days before release.\n\nXXXX   Escalation to Fraud Supervisor\nWe escalated to a fraud supervisor, who reviewed the situation and explained:\nApproximately XXXX of the funds might be released, while the remainder would remain held pending resolution of recent transactions and a few disputes in process.\nHe advised us to visit a branch the following morning with my wife and her ID (as the third-party depositor) to verify her identity and release the XXXX\nHe documented these instructions in our account for branch access.\n\nXXXX  Visit to Chase Branch\nWe went to Chase Bank at XXXX XXXX XXXX XXXX XXXX XXXX  arriving at XXXX XXXXnA branch supervisor assisted us by:\nVerifying my ID and my wifes ID.\nCalling the fraud back office, who confirmed the prior instructions.\nAttempting to withdraw the XXXX per fraud department notes.\n\n\nXXXX  Denial of Withdrawal\nAfter further review, the supervisor informed us that the funds could not be released because of 15 pending transactions from bill payments made the previous day, which needed to return to the account before funds could be accessed.\nHe provided a printed list highlighting the pending items, including 6 internal account transfers.\n\nXXXX  Supervisor Guidance\nHe advised that once those pending transactions returned, we should have access to a higher amount (approximately $9,500).\nEstimated timeframe for funds release was 57 days.\n\nXXXX   Follow-up Actions\nPer the supervisors recommendation, I contacted all billers to inform them of the returned payments, hoping to expedite the process.\nMost billers stated they could not speed up the return process, as it depended on Chases internal timing.\nSome billers advised stopping all payments through Chase.\nXXXX  Next Steps\nWe informed the branch supervisor that we would return on XXXX XXXX XXXX and XXXX XXXX XXXX to check on the status of the account and attempt to access our funds.\n\nSummary of Issue for CFPB Complaint\nFunds frozen without warning or immediate recourse despite legitimate direct deposit.\nConflicting guidance between fraud department phone representatives and branch staff.\nSevere financial hardship due to inability to access any funds for basic living expenses and bills.\nAccount holder (me) is fully verified; my wife, as third-party depositor, provided full ID verification as requested, and was fully verified.'

Company response to consumer: Closed with non-monetary relief