Consumer complaint received 2025-01-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: WA

Complaint narrative:
On XX/XX/year> I deposited two checks at my local Chase branch ATM. One check was in the amount of {$5000.00} and the other for {$750.00}. I was not informed that there would be an almost two week hold on the checks until it was too late to cancel the transaction. Had I known that this would be an issue I would have never deposited the checks here and taken them to my credit union where holds have never been an issue. I immediately went inside the branch to see why my checks were being held and explained to them that I needed these checks to pay for rent and groceries and that I could not go almost two weeks without these things. The branch told me there was nothing they could do and gave me an XXXX number to call the next morning and told me that they could release the hold. 

So the next morning I called this number and the person I spoke to was willing to call the bank that issued the checks and verify that the funds were there so they could release the holds. Unfortunately she attempted to call but the bank was not yet open so she suggested that I call back later. The next time I called that person said there was absolutely nothing that they could do and they refused to call the bank. I gave up on this person and resolved to call back later. When I called a third time, I was placed on hold so that person could call the bank and when they picked back up they either hung up or the call was dropped. At this point it was nearing the end of the business day so I decided to call again the next business day, which at this point was Monday the XXXX. When I called on the XXXX I was passed around to multiple people and spent over an hour on the phone just trying to get an answer and nobody could give me a straight answer or even the same answer. All I wanted was someone to call the bank that issued the check and verify the funds. That is not that hard of a request. Eventually I got through to someone who was happy to do this and conveniently the call got dropped while I was on hold with them again. The next day I tried again and was told that I needed to have the person who wrote the checks ask their personal banker if it would be okay for Chase to call them, get their name and direct phone number and call Chase with the information and then they would call. Given that I had already had poor experiences with their customer service being inconsistent already, I wasn't willing to do this, especially because one of the checks was written by someone who is on vacation out of the country. 

So today I tried again and the person I spoke to said that they absolutely could not remove the hold because it was placed " systematically ''. When I asked more about this she couldn't tell my why or what that meant. She then belittled me and told me that I had already spoken to several people who have informed me of the same information, which is not true because everyone I've spoken to has given me different answers. She refused to transfer me to someone who could answer my questions and then hung up on me. 

At this point, Chase is holding my money for no reason. I have spoken to the people who wrote these checks and the money has cleared both of their accounts. There is no reason to continue to hold my finances hostage as they are already guaranteed the funds.

Company response to consumer: Closed with explanation