Consumer complaint received 2025-06-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: IN

Complaint narrative:
I am submitting this formal complaint regarding JPMorgan Chases mishandling of my payroll check deposit and the unacceptable customer service Ive received while trying to resolve the issue. 

On XX/XX/2025, I began working at XXXX XXXX and received a sign-on bonus in the form of a paper check. I deposited the check via Chases mobile deposit system. Due to the amount and timing, on XX/XX/XXXX I immediately contacted Chase to inquire about the possibility of an expedited release. I was told to call back the next day and that it could potentially be expedited at that time. 

Since then, I have spoken with multiple agents at least XXXX who have all given me conflicting information. I was told varying release dates including XX/XX/XXXX, XX/XX/XXXX, and even XX/XX/XXXX. XXXX agent claimed my funds would be released within XXXX minutes, which did not happen. The lack of consistency has caused me significant hardship, as I am already behind on rent and other essential bills. 

During a later call, a supervisor claimed that Chase has been receiving bounced checks from XXXX XXXX, which is why my check is being held. This was never communicated to me before, and I find it unacceptable that this alleged risk was only mentioned after multiple calls and escalations. I have no reason to believe my employer issued a bad check, and no documentation has been provided to support this claim. 

Additionally, XXXX agent I spoke to was highly unprofessional and hung up on me mid-conversation. I called back and filed a complaint, but was told by another representative that no one could assist me further because it was a federal holiday despite the fact that Chase was open and taking calls. I asked why services would be available if no assistance could be provided, and no one could give me a clear answer. 

I have repeatedly asked for written confirmation regarding the hold including why it was placed, when it will be lifted, and who is responsible for managing it. I was told by both a supervisor and multiple agents that they can not send me any emails or secure messages, and that they could only leave notes on my account, which I can not access or verify. 

I want to be clear : I can not wait until XX/XX/XXXX. My last day to pay rent before I no longer have housing is XX/XX/XXXX. Today is XX/XX/XXXX. That is the end of the month, and withholding my {$4500.00} paycheck especially without formal documentation is financially and emotionally harmful. 


Every time I call, they asked me can I verify why did I get a paycheck of {$4500.00} as if I cant afford to have {$4500.00} paycheck so I dont know if theres a discrimination amongst me I know that my account has had a couple of overdraft, but that is because I have been unemployed for a few months and now that I finally have a paycheck where I can cover debt expensive and housing theyre giving me a hassle. 


If Chase is unwilling or unable to resolve this matter immediately, I will be closing my account and pursuing further actions.

Company response to consumer: Closed with explanation