Consumer complaint received 2025-04-02 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
On XX/XX/XXXX, I went into the Chase Bank branch located at XXXX XXXX XXXX, XXXX XXXX, TX XXXX. I advised the teller that I wanted to deposit a settlement check that was sent to my XXXX XXXX wife ( XXXX XXXX XXXX ). The teller stated the 3rd party check could be deposited into my account at which point my wife signed then I signed. The teller deposited the check and provided me with a receipt showing the funds would be available XX/XX/year>. According to banking regulations they were supposed to advise me within one day if an exception hold was being placed on the account. I wasnt notified until XX/XX/year>! Thats when the fraud department stated they needed to speak with my wife to verify her identity. I provided them with her phone number. The rep then advised me that they couldnt call her at that number bc it doesnt show up registered to her name. For whatever reason XXXX is still showing the number as belonging to the person who had the number prior to my wife receiving the number. On XX/XX/year> my wife and I met with a banker located at the Chase Bank on XXXX XXXX XXXX, XXXX XXXX, TX XXXX. My wife showed that banker that the account was in her name by logging into her XXXX account. The banker called the fraud department and advised them that the phone was in my wifes name. However bc of the information found on XXXX, who says that their information is not 100 % reliable due to them getting their information from public records they still refuse to call her at the phone number provided. They also refused to send the funds back to the remitter of the check. They stated they would hold the funds indefinitely then ultimately send the funds to unclaimed money. They suggested my wife provide them with a phone number that would show her as the registered owner. She contacted XXXX to get the number changed and advised XXXX of the current situation. The number was changed and they still are saying the same thing. My biggest complaint is Chase refusing to send the funds back so my wife can have the check reissued to her. The remitter of the check has stated they are unable to reissue the check bc the check cleared and Chase has the money. This situation has caused a tremendous strain on our life and now has us facing eviction ( court date scheduled for XX/XX/year> ), and my wifes storage units are being put up for auction one on XX/XX/year> and the other XX/XX/year>! There is no reason we should be in this situation bc Chase could simply return the funds. To date NO POLICE REPORT has been made by Chase so theyre just holding the funds. If Chase thought the check was fraudulent why not report it to the authorities? My wife ultimately did a police report for identity theft due to her phone number showing to be used by someone else. That still isnt enough for the remitter of the check to reissue the check bc the funds are being held XXXX by Chase bank. Per the Expedited Funds Availability Act limits how long a bank may delay your use of the funds you deposit in an account. Chase Bank has not followed the regulations set forth by law. Bank negligence has occurred bc Chase bank has failed to meet its professional obligations, resulting in financial harm or other losses to I my wife and I. Due to the lack of reasonable care or competence in handling this transaction we are facing eviction ( which has impacted my credit rating ), my wife is about to lose valuables that once belonged to her deceased mother ( due to the auction of her storage units ), and my truck payment is behind. My wife has attempted to send Chase the documents showing the check is legally hers, documents from XXXX ( showing her phone number is hers ), and items proving her identity to which they refuse to accept! They refuse to accept proof the money is legally hers but they are ok using information from what my wife called a skip tracing tool that is not guaranteed to be accurate! This is not ok on any level! They closed my account without cause bc they cant say the check was fraudulent or that I didnt have the legal right to deposit my wifes check into my account. Chase has more proof that the check was a legitimate tool than they do showing its fraudulent. All I asked is that Chase be required to turn the funds over to my wife or that they send the funds back to the remitter of the check and that they pay for the financial damages they have now caused as a result of their negligence!

Company response to consumer: Closed with explanation