Consumer complaint received 2025-10-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
This complaint concerns Chases mishandling of my deposited funds and its repeated failure to account for or release those funds in a timely manner. Rather than taking responsibility for its own errors, XXXX has attempted to shift blame onto me, causing significant financial and personal damages. 

XXXX asserts that my deposit and the account closure occurred on the same day, suggesting simultaneity. This is misleading and immaterial. On XX/XX/year>, my account was active at the time of deposit. XXXX accepted my {$13000.00} check and withdrew the funds. What followed was not a simple account closure, but Chases inability to track, locate, or release my money for weeks. The XXXX Account XXXX XXXX give XXXX XXXX to close accounts, but it does not give them license to mismanage customer funds after accepting a deposit. 

This is further contradicted by Chases own written correspondence. A letter dated XX/XX/year>, regarding my account stated that a hold amount of {$12000.00} would be available on XX/XX/year>, unless the check was returned unpaid. The check was valid, never returned, and yet XXXX failed to release the funds as promised. 

I requested that Chase Bank remedy its error by covering the damages directly resulting from its failure to provide me access to my funds. XXXX had a duty to exercise reasonable care in handling my deposit and to ensure timely access to my money once the check was accepted. Instead, XXXX has attempted to shift responsibility onto me by asserting that I did not confirm my address until XX/XX/year>. This characterization is both factually inaccurate and legally insufficient. The unavailability of my funds was caused not by any omission on my part, but by Chases internal errors, contradictory representations, and inability to track or release the funds it accepted. As a result, XXXX remains liable for the consequential damages I suffered, including but not limited to late fees, negative credit reporting, and loss of use of my money. 

- My funds had been returned to the issuer, and that it was my responsibility to work with XXXX to find those funds, so they could return them to me ( which XXXX confirmed was false ) ; - My funds were issued by cashiers check, that the check had already been mailed, and that I should wait XXXX business days before calling again ( but no check was received, even after the XXXX business days ) ; - My funds might be wired ( but no wire occurred ) ; - That XXXX did not know XXXX the money was. 

XXXX can not now claim that I failed to confirm my address when in fact I repeatedly attempted to resolve the issue in person and by phone, but was obstructed by Chases misinformation and lack of coordination. Although the final conversation on XX/XX/XXXX did include a confirmation of my address, numerous times between XX/XX/XXXX and XX/XX/XXXX, I visited the branch where the check was deposited and spoke to XXXX representatives repeatedly by phone in departments, including but not limited to ; customer services, escalations, branch services. During those conversations I provided updated information, including my address, and attempted to confirm the handling of my funds. 

Third, Chases response is internally inconsistent. It asserts both that no check was mailed until XX/XX/XXXX when I confirmed my address, and that a check was mailed on XX/XX/XXXX. These statements can not both be true and further illustrate Chases failure to provide a verifiable XXXX XXXX of the transaction. 

Finally, XXXX declines to provide compensation by citing its contractual right to close an account. But again, the injury here does not arise from the fact of account closure. It arises from Chases negligent mishandling of my deposited funds after closure and its repeated failure to provide timely, accurate information. For more than XXXX weeks, I was deprived of access to {$13000.00} that XXXX had already withdrawn from my check. This directly caused late fees, missed credit card payments, and XXXX XXXX damage. I also incurred substantial time and stress in pursuing the matter, visiting branches, and making repeated calls, many of those hours taking away from my own job due to limited XXXX hours. 

Chases response is not a resolution. It ignores the facts, mischaracterizes the timeline, and attempts to shift blame to me for delays entirely caused by Chases own contradictory communications and mishandling of my deposit. At a minimum, I continue to request : A verifiable written XXXX XXXX of the deposit, closure, and issuance of the cashiers check, including dates, transaction IDs, and responsible departments. Reimbursement for consequential damages ( late fees, penalties, and credit impacts ) directly caused by Chases failure to release my funds in a timely and accurate manner. Confirmation that XXXX will review its policies and training to ensure no other customer is subjected to such treatment. Until these are addressed, Chases submission can not be considered an adequate resolution under banking and consumer protection law. 

Here is the XXXX response that this is in regards to. " We appreciate you taking the time to tell us about our service. Your feedback helps us serve you better. Our goal is to give exceptional service, and we are sorry if we fell short this time. We regret any misinformation that was provided. Our records show that your account ending in XXXX was closed after reaching 60 days with a XXXX balance. You made a deposit on the same day the account was automatically closed. We sent the enclosed letter on XX/XX/year>, requesting information on where to return the funds. We did not receive address confirmation until XX/XX/XXXX, at which point we mailed the cashiers check. On XX/XX/XXXX, we mailed check number XXXX for {$13000.00} to the address you confirmed. We appreciate your patience while we resolved this matter ; however, we respectfully decline your request for compensation. The XXXX Account XXXX explains that we XXXX decline or prevent any or all transactions to or from your account and remove funds from your account to hold them pending investigation. It also allows us to close an account, other than a XXXX, at any time, for any reason or no reason, without giving a reason, and without prior notice. We gave you a copy of the agreement when you opened the account. You can see the current agreement on chase.com. '' Before going into the information on my initial complaint. After this below complaint was made, I went into the branch an additional time, and spoke with XXXX different XXXX representatives multiple times ; twice with their XXXX team, and XXXX times with branch complaints representative. 

My initial complaint : " On XX/XX/year>, I deposited a check in the amount of {$13000.00} into my Chase Bank checking account. Later that same evening, or potentially early the next morning, XXXX unilaterally closed my account. XXXX representatives have since informed me that the account closure was due to inactivity, though on multiple occasions I have also been told the closure was a mistake. Regardless, the closure occurred after the deposit was accepted. Despite the account closure, XXXX withdrew the full {$13000.00} from the check. Since XX/XX/XXXX, I have made extraordinary efforts to obtain the location and status of my funds : - I visited XXXX branches on XX/XX/XXXX, XXXX, XXXX, and XXXX each time seeking resolution. - I have spoken with XXXX representatives by phone on XX/XX/XXXX, XXXX, XXXX, and XXXX. - Each contact has yielded contradictory explanations : - That my account was mistakenly closed. - That my account was properly closed despite the deposit. - That the cashier mishandled the transaction. - That corporate made an error in closing the account - That no error occurred. - That my funds were sent back to the issuer ( XXXX XXXX ). - That my funds were issued to me via cashiers check. - That a wire transfer might be possible. - That XXXX does not know where the money is. - That XXXX " does not know how the money was sent to XXXX. '' - That XXXX is not responsible for any reimbursement for my late fees or other damages - That the branch where I deposited the check is responsible for resolution - That the corporate office is responsible for resolution of this issue- That I need to wait XXXX business days until my cashier check arrives ( told this as recently as XX/XX/XXXX ) To date, I have not received written confirmation of the status of my funds. XXXX has only provided inconsistent verbal statements. XXXX has repeatedly instructed me to contact XXXX XXXX, the issuer of the check, to request a replacement check or to confirm whether the funds were returned. However : - XXXX XXXX has confirmed that they issued the original check. - XXXX has no record of receiving the funds back from XXXX. - XXXX has not reissued a replacement check because the money was already withdrawn by XXXX. As a result, I am in the untenable position of being required to investigate Chases own error at my own expense, essentially working part-time to track down my own funds. Damages that have occurred : 1 ) Loss of Use of Funds : As of XX/XX/year>, my {$13000.00} deposit remains unaccounted for. 2 ) Financial Harm : I have incurred late fees and missed credit card payments as a direct result of being deprived of my funds. These missed payments have negatively affected my credit score. 3 ) Emotional Distress and Burden : I have spent many hours on phone calls and in-person visits attempting to resolve a problem entirely of Chases making. Legal and Regulatory Concerns : Chases conduct raises significant concerns under banking and consumer protection law, including : - Failure to provide timely and accurate information regarding account transactions. - Possible misappropriation or mismanagement of funds. - Unfair and deceptive practices by providing contradictory explanations while withholding verifiable records. - Failure to mitigate customer damages caused by Chases own actions. ''

Company response to consumer: Closed with explanation