Consumer complaint received 2025-06-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Cashing a check
Company: JPMORGAN CHASE & CO.
State: IL

Complaint narrative:
XXXX XX/XX/XXXX : XX/XX/XXXX : My son ( XXXX XXXX XXXX daughter and I presented to open accounts at the XXXX XXXX XXXX XXXX. XXXX is a XXXX in XXXX XXXX and was looking for a local bank. He has a XXXX account, but was hoping to move funds closer to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 
I had recently received a life insurance check ( {$48000.00} ) after the passing of my husband and the childrens father. It is to be used for college tuition. 
XXXX XXXX ( XXXX XXXX met with me and my children and assisted in opening accounts. I asked if the check ( my husband's/K 's father 's life insurance ) could be deposited into the new account for our son. XXXX and the teller said this was acceptable. XXXX and I signed the check as directed, with XXXX and the teller as witnesses. They witnessed passports and IDs. 

The teller said the check might take a week to clear and we were happy for funds to be held until they cleared. A week later the money was in the account, exactly as the teller had advised. XXXX then started to move funds across from his XXXX account into his new CHASE account. 

On XX/XX/XXXX, XXXX tried to log on and was told his entire account was locked. XXXX phoned XXXX, and was advised there was an error in verification in the branch. His account, by this stage, had another {$13000.00} deposited from his XXXX account. 

On XX/XX/XXXX, XXXX presented at the branch and was told the error would be remedied in the next XXXX hours. 

On XX/XX/XXXX, XXXX re-presented to the branch and met with XXXX and XXXX XXXX. The {$13000.00} were released from the hold. XXXX proceeded to withdraw the {$13000.00} and put the funds back into his XXXX account as he feared losing the funds again. 

The question of held funds ( {$48000.00} ) remained. The amount in life insurance money, is causing distress and was very unfair that my son had to deal with this after losing his father. I am currently in XXXX ( XXXX knew this ) and I have XXXX younger children here with me and they can not be left alone. 
We were told XXXX options : XXXX. Have the Issuer ( XXXX XXXX XXXX ) withdraw the check. Though the funds had cleared in early XXXX. 
XXXX. Obtain a US phone number that is verifiable I contacteXXXX XXXX XXXX XXXX and was told they can not withdraw the check as the check has been cashed. We were aware that this was accurate. 
We phoned XXXX at least XXXX different times after this to try and resolve the issue. We were told a variation of : XXXX has the money, the funds will clear to you in XXXX years if not before then, we would lose the money to US treasury if not claimed in 6 months, we would lose the money if not claimed before 18 months. Every time we phoned to have them check my phone number, we were told a different thing by the phone representative. 


To present day, XX/XX/XXXX : On XX/XX/XXXX my son tried to login to his account but was unable to do so. 

We phoned XXXX at XXXX XXXX. The phone representative advised that XXXX did not find the " relationship beneficial and so have ended the relationship ''. He asked about the {$48.00}, XXXX ) check. We were advised by the representative that he had to phone XXXX XXXX XXXX to confirm issuance of check. Then he would phone me on my number to verify me. He would then be able to request a re-opening of the account. 

He phoned back to advise he was unable to contact XXXX XXXX XXXXXXXX and he asked if we had a phone contact for them. We provided a phone number. He phoned them. Then he said he was unable to verify me. 
I have obtained a US phone number but it seems it can not be verified by XXXX. I phoned XXXX who confirmed the phone number is verifiable with my name. This is the same name to which the original check was written to, before being signed over to my son in the XXXX XXXX XXXX branch. 

We phoned XXXX again at around XXXX EST. The representative was, again, unable to verify my phone number. We asked if the previous representative was able to contact Knights of XXXX. She stated that was not a necessary step and she did not have to contact XXXX XXXX XXXXXXXX for anything. We asked to speak to her XXXX. XXXX was available XXXX or so minutes later. She was friendly to start and then said that phone number is not verifiable and if theres nothing else, I am going to end the call. She proceeded to hang up on us before we could even ask a question. XXXX wants all this on phone for recording purposes. I respectfully ask someone listen to that phone conversation because XXXX was highly unprofessional. At this time, my son is highly distressed. I emailed XXXX XXXX more time. I have not had a response. 

I have tried multiple times to phone the branch. The phone call is either redirected to the national customer service line or ends up in voicemail. I also emailed XXXX last week. I am now emailing through my daughters account as my sons has been closed/ held. I am hoping to resolve this without next steps. 
I can provide : XXXX. ID for myself and my son XXXX. A marriage, death and birth certificate to verify all relationships involved XXXX. A XXXX XXXX XXXXXXXX contact to confirm issuance of check, insurance policy, XXXX form etc. though the funds have been sitting within XXXX since early XXXX. 
XXXX. I can provide evidence of a XXXX invoice with the phone number attached to my name and US address XXXX 

I wouldn't have despoited the check if the banker and teller advised against it. Both infomed us that it wouldn't be a problem. I would have opened an account in my name or held the check and deposited it elsewhere. 

I understand that banks have policies and whilst I appreciate the efforts against fraud, it seems XXXX employees dont actually know how to manage this scenario. 
I can see how sudden movement in and out of an account can flag concern, but my son is XXXX XXXX XXXX and he is behaving as a XXXX XXXX XXXX fearful of losing money as his tuition is due in XXXX and I would really appreciate release of these funds as soon as possible, and at least within the next 30 days as this has been going on for XXXX  months. 

I look forward to a speedy, stress-free resolution.

Company response to consumer: Closed with explanation