Consumer complaint received 2025-02-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: IL

Complaint narrative:
On XXXX, my fiance, and I deposited his check into my business account at the XXXX Wisconsin Chase location. We decided to go inside the bank to ensure the check was endorsed and deposited properly into my business account with our IDs. While both my fiance and I were standing in front of the teller, and after she pulled up my business account, the teller instructed us to sign the check. We both signed the check in front of her and with her instructions on how to endorse. The teller verified the signatures and deposited the check into my business account. My fianc is not on my account but he also has an account with Chase. Regardless, the bank teller told us it was ok and that the funds will most likely be available the following day by XXXX XXXX. and the check indeed cleared the following day. The teller also encouraged us to verify thru Chase main office or XXXX number which we did from the bank and they assured us not to worry and all will be ok. The next day, XXXX, I noticed the funds were not available so I called Chase XXXX number and the customer service person indicated the funds were cleared but there was a hold until they could verify my fianc and requested his phone number. I gave the representative his number and I also mentioned that they had his number in their system since my fiance is also their customer and has an account with them. The representative then said my fiancs number could not be verified through their public records system that they use and therefore could not verify him. I told her my fiance has had this phone # for 4 years. Furthermore, this is the number Chase Bank has on my fiancs account and their records and how is this possible if they even use that number for him. She insisted she could not verify him which led to request to speak to a manager. We were then transferred to XXXX who did not say anything other then he was restricting my account out of nowhere. I asked XXXX why is my account being restricted and tried making sense of what was happening as there was barely any communication between both of us only that he immediately told me he was restricting my account and would not tell me why. I asked about XXXX different times and he would only respond I am restricting your account. I later talked to XXXX from the XXXX, WI branch and explained how my fiance and I walked into their branch with IDs and they deposited the check. She said they also have the power to go through the back room to request those funds be available, so my fiance and I both went into her bank. At the bank, XXXX informed us that the check was not endorsed correctly and that XXXX will be helping my fiance and I resolve the issue. I was confused about the endorsement because the whole point of going inside the XXXX Branch was to be instructed on how to do this properly and we only signed as the teller instructed us and she double checked the signatures as well. So how could this be. Later in a conversation with XXXX from Chase fraud department, she repeatedly told me I am an authorized signer therefore it was a proper endorsement. XXXX got on the phone and took both Hectors and my ID to verify us. After her call with the back room, she said she was informed that the only way to release the funds is by verifying my fiance with their public records system and left us without a solution. She also said that she will be escalating the issue and will be talking to the teller that deposited the check as it was improperly endorsed, which we were not aware of. As we left the bank, I called the XXXX number again and spoke to XXXX who claimed worked in the back room. XXXX tried helping me and said if XXXX from the XXXX branch will escalate the issue, he can try to encourage the decision makers to release the funds and although he could not promise, he had high expectations the funds would be released. While on the call with XXXX, we got on a 3 way call with XXXX to request her escalation email. XXXX then called me to tell me she sent the escalation but they still refused to release funds. My fiance and I then decided to go to the XXXX XXXX Chase branch were the branch manager knew us and opened our accounts. We thought they knew us and this would help verifying my fiance. The branch manager, called and tried to verify us as well. Essentially he was told to wait about 10 to 15 minutes and that hopefully the restriction would be removed from my account and the funds would then be available to me. We waited and the funds were still not available. At this point the branch has closed for the day. I have continued calling since that day and went to the branch again the following day but Chase will not release the funds nor the restriction as they are adamant about verification through their phone verification system even though my fiance is their customer and he went in person to deposit his check with his IDs and myself. Feeling defeated after several other calls and attempts for Chase to release my funds, I have also requested Chase to return the funds to the issuing bank ( XXXXXXXX XXXX in XXXX ) since now they are claiming the check is endorsed improperly. One Chase manager indicated they should have returned that check to me or the issuing bank. Not knowing what they are talking about regarding the endorsement, I later spoke to XXXX on XXXX, and requested they reverse the funds back to the issuing bank if they claim wrong endorsement. XXXX from fraud department stated it was not endorsed wrong because I am an authorized signer for the business. It seems they are just trying to keep the funds at this point as we are being told differently every time we talk to Chase. I asked XXXX repeatedly about the endorsement and she confirmed over and over that there was nothing wrong with the endorsement. I would also like to mention that my fiance, was also asked to verify himself on his Chase account from his phone number which he attempted to do twice from his cell phone number. There are no red flags on his account to verify himself nor issues. This issue has caused my fiance, and my family much distress and have been waiting for these funds which have cleared. Phone verification should not have precedence over human recognition since we are both Chase customers who are known by bank. Nor should phone verification precede over IDs.

Company response to consumer: Closed with non-monetary relief