Consumer complaint received 2024-07-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
On XX/XX/year>, I received a notification on the Chase mobile app stating that my checking account ending in XXXX would be closed soon if I did not add funds, as it had been inactive for some time. In response, on the same day, I transferred {$520.00} via XXXX from my XXXX XXXX XXXX XXXX XXXX XXXX account. The transaction confirmation number is # XXXX, scheduled to be deposited by XX/XX/year>. 

On XX/XX/year>, I logged into the Chase mobile app to check if the deposit had been successful. However, I noticed that the {$520.00} deposit was not visible, and my account ending in XXXX was no longer accessible. 

That same day, I called the Chase customer service line and spoke to a representative about the closed account and the missing deposit. The representative informed me that the account had already been closed when I made the deposit and that the notification I received was an error on their part. He assured me that I would receive a refund for the deposited amount after they deducted the overdrafted amount of {$52.00}. 

I expressed concern about receiving the refund since I had recently moved. The representative placed me on hold and later informed me that a check for {$460.00} had already been mailed to my old address. He advised that we update my new address and that I needed to visit a branch to request a " Declaration of Lost or Stolen Check. '' On XX/XX/year>, I visited the Chase branch at XXXX XXXX XXXX XXXX, XXXX, CA XXXX, where banker XXXX XXXX XXXX XXXXXXXX assisted me with the " Declaration of Lost or Stolen Check '' forms and provided me with a copy. She informed me that the process would take around 10 business days. 

As the timeline approached its end and I still had not received a check, I called Chase customer service and was transferred multiple times but received no assistance. On XX/XX/year>, I received official mail from Chase, including a check for {$460.00} ( check number XXXX ) as a refund for my closed account. I deposited this check via ATM at the Chase branch located at XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX. 

On XX/XX/year>, I discovered that the check was returned. The mobile app indicated that the check was returned unpaid because " the payer asked us to stop this payment. '' On XX/XX/year>, I went to the Chase branch at XXXX XXXX XXXX XXXX, XXXX, CA XXXX, hoping to speak with banker XXXX XXXX XXXX XXXXXXXX. However, she was out ill, so I visited the branch at XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX. A banker there, understanding my frustration, consulted with his manager, and I had to fill out another " Declaration of Lost or Stolen Check. '' Despite filling out the form again on XX/XX/XXXX, I still have not received the check. I have been calling Chase customer service once or twice a week without any resolution. 

On XX/XX/year>, I made an appointment with Banker XXXX XXXX at XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX. After explaining my situation, which became increasingly complicated, the issue could not be escalated. Branch Manager  XXXX then took over, calling banker support multiple times without resolution. 

After spending four hours at the branch, Branch Manager XXXX told me that the issue would not be resolved that day but promised to call me back on Monday, XX/XX/XXXX, with an update. It is now XX/XX/year>, and I have not heard back. I called customer service on XX/XX/year>, at XXXX AM, was transferred twice, and placed on hold. 

I find it unacceptable that no one can resolve this issue or provide a clear answer. I need this matter to be escalated immediately.

Company response to consumer: Closed with explanation