Consumer complaint received 2024-08-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: NV

Complaint narrative:
On XX/XX/XXXX. I deposited a check into my Chase bank acct located in XXXX XXXX and XXXX ( Branch XXXX ) that was made payable to me and my husband for our move out deposit that was issued by XXXX companies located in the XXXX, MA area who is the parent company of the building we lived in called XXXX XXXX. I asked Bank associate who's name is XXXX. His name is also listed on my deposit slip which is attached how long before the check will clear as I had rent approaching in a few days. XXXX XXXX, he said, for me to contact the bank the next day on XX/XX/XXXX @ XXXX to see if the deposit hold could be lifted or available. 

Upon me calling and checking ( i can't remember the lady 's name ), but she gathered information from me and asked that I hold on so that she could verify with the other bank which is the name on the check XXXX XXXX XXXXXXXX XXXX  in Massachusetts. She came back to me on the phone and said I'm sorry, but the check is not a valid check. I was puzzled with this response. I asked her for the person name at XXXX XXXX bank so that I can relay this message to our previous property manager at XXXX XXXXXXXX XXXX all she kept saying is she couldn't provide that information to me. 

I said to the chase rep that I will contact the property mgr where my husband and I rented from to let them know that the check is not a valid check. Shortly after the phone call with the first rep to check the status on the check. I get an email from chase stating that my account is restricted due to recent activity against potential fraud and my account will be closed soon. I called Chase bank at the number provided XXXX got another rep. This time his name was XXXX. He told me that my account was restricted due to the bad check and they needed to verify the issuer of the check. I provided him the information of who issued me the check and how i received the check and provided the phone number for XXXXXXXX XXXX He then said, the name i provided to him on the check was incorrect. We are both going back and forth as I'm telling him i have the envelope and a copy of the check stub of who issued me the check. He then tells me it was from XXXX XXXX XXXX XXXX XXXX. I'm like that's where i used to live and XXXXXXXX XXXX oversee the rental properties in the state of Massachusetts and that's why you see the rental property name XXXX XXXX XXXX XXXX name on the check. He then tells me with a sigh in his voice WELL! I can't do anything for you until we verify who this check is via their XXXX party system and XXXX, XXXX XXXX needs to have a phone number associated with it and needs to be on public record. I'm like that is absurd, because i just explained to him and provided him the phone number to XXXX XXXX to call for verification of the check and also gave him the person name in the payroll dept. He did not want to accept that. He wanted me to get the phone from XXXX XXXX XXXX and then call them back with it so that then they can run it again through their XXXX party system. I said do that make any since when i provided you the phone number and your refused. So why would i get a phone number when all you did was rejected it. All of the representatives said the same thing to me which makes no since. when all they had to do was put me on hold call the number to the business who issued the check to verify it instead of restricting my account and being very rude. 

I contacted XXXX XXXX and spoke to the property mgr XXXX and told her what had happened. XXXX, said to me she will reach out to corporate which is XXXXXXXX XXXX to check the status of the check. XXXX called me back and said that the check indeed was valid and not sure why Chase was told it was not a valid check bc the check had cleared on XX/XX/XXXX or XX/XX/XXXX. I called chase back at XXXX and spoke this time with XXXX only to be told the same thing. They can not do anything until the check is verified through their XXXX party system that has a phone number associated with it. Once again, i reached out to the property management company XXXX XXXX XXXX XXXXXXXX that the controller in the account dept XXXX XXXX contacted the Chase Bank XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX, XXXX XXXX NV XXXX and spoke with the branch mgr XXXX to verify the check with him and I was told to head into the branch to speak with XXXX about the situation. 

I went into the Branch asked for XXXX the supposedly branch manager and was spoken to very unprofessional. He kept asking me how did the XXXXXXXX XXXX get his name and why were they calling him regarding check verification. I informed him that XXXXXXXX XXXX asked me where did i deposit the check and the branch phone number. When i say very rude and unprofessional he was making me upset with his nasty disposition all he kept saying is he don't understand how they got his name and number. I'm shaking my head in dismay, at how unprofessional he was and do he treat all customers like this. I just dealt with the rudeness on the phone who also had me raising my voice with them with not listening and telling me the call is being recorded. At this point I really didn't care. No assistance from them at all. 

XXXX then said to me in his condescending voice well you are going to have to call the lost and prevention people because if there is a restriction on your account then there is nothing i can do. I'm like what kind of customer service people are these!!! I've never experience nothing like this in all of my years of banking with any other company. 

XXXX called the lost and prevention dept and gave me the phone so I spk with a representative there didn't get his name either because i was too upset with how i was treated by all of the chase representatives I had an encounter with whether it was on a phone call or met in person at the branch. I have never in my life dealt with such in compassionate people. I explained to all of the reps. I can understand you putting a hold on the check until its verifiable, but to restrict my account entirely whereas I could not get any money out to pay my rent and all they kept saying is I understand. No they don't understand. 

I just moved here to XXXX XXXX from XXXX and opened up this account to make it convenient to pay my bills. These Chase representatives need some serious restructuring/training of how they treat their customers. They made me feel as If i did something illegal or felt like I was a criminal. They treat the people who has good intention bad and the crooks/hackers with kindness. Seems like the opposite to me. I even saw on tv how they did people who had accounts hacked and still they did nothing to helped them but treated them poorly and read reviews of them doing the same thing to me to other folks restricting their accounts unnecessary. I starting to think does chase need folks monies that bad. They will restrict your account and not return your money at all. 

I'm starting to feel the same way the other folks who had their money stolen due to know fault of their own. They kept asking me how did i get the check and I told them how i got the check and what the check was for and that's why i deposit my rental deposit refund check in my account hoping that i could pay my rent not realizing this was going to caused me stress and anxiety because i have no monies to pay my rent and they left me in a serious bind. way XXXX XXXX is with accepting rental payments. They want their money on time. 

I'm at this point I had no other choice but to file this complaint with the hopes they can do better with the hiring of better representatives and I choose not to do any business again with chase bank or anything related with them. Please see a copy of the check stub showing move out refund, the envelope it was mailed to me in and a copy of the deposit slip showing it was deposit in my Chase acct.

Company response to consumer: Closed with explanation