Consumer complaint received 2024-11-02 00:00:00
Product: Money transfer, virtual currency, or money service — Check cashing service
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
On Sunday, XX/XX/XXXX, I went to my nearest Chase branch office where I have an account for checking to attempt to deposit a check that was written out to my sister but endorsed to be a third-party check for me. All signatures were signed on the back of the check and endorsing it and I deposited it and on my deposit receipt was a statement that said I would be receiving or they would release the funds to me within XXXX business days on XX/XX/XXXX. The bank would be holding my check for verification purposes. I. It was a XXXX Social Security check and my sister is an authorized user on one of my Chase accounts for several years now. I had cashed a third party check for a family member before with no issues. A few days later around XX/XX/XXXX, I received a phone call from the fraud department of Chase and they asked for my sisters phone number in order to verify her identity and ask information, they required that she have a phone that is actively registered in her name and I proceeded to let them know that she doesnt have a phone going through financial hardship right now and needs this money.the check was indorse and I was fully authorized to cash the check by her. I offered to have her call them back as soon as possible ( that same evening ) they said that they needed to contact her on a verified and registered telephone number in her name. Until that time they were going to continue holding the check until she could be reached a a registered number.. I access my bank account on line once from XX/XX/XXXX through the XXXX and it stated that there was a deposit to my account for the {$33000.00} I took a screenshot, but at the same time my account was being declined when I attempted to use my debit card, so I didnt understand what was going on on the second attempt to access my checking account online there was no trace of checking account, no accesses to deposit, autopay or anything no access to any history of my account even existing. I had also received a letter from Chase stating that they would return the item My mail within 10 days The lit stated information such as ATM Number and branch number, the date and my check number. Transaction number in my account number specifically mentions the return of my original check to me within XXXX business days and told not to attempt into redeposit into the ATM, not have any problems with my deposit or delays So later that day on XX/XX/XXXX I returned to the bank where I had originally made the deposit with my sister present and XXXX forms of identification for myself and for her and asked to speak to a manager. We met with XXXX the branch manager who was very respectful and she called ithe proper department and attempts to get some resolve for us. I showed her a picture of the check and My atm deposit receipt showed that I would have access to my funds by XX/XX/XXXX and I was told something different on the phone so I was very confused. She advised me after calling and getting no resolve she would escalate my complaint and to go home and wait till XXXX XXXX to see if my funds would be available and if I would still had a problem then to return to the bank and she would help me file the complete any complaint. Between that time and XX/XX/XXXX, I spoke to the bank on the phone and was told that I wasnt going to get the check or have the money deposited because it was sent back to issuer. That they have no record of any letter stating that they were returning my check basically contradicting everything they said they were doing. So more confused I returned to the bank twice, but was unable to speak with manager because she either wasnt there or was busy and the third attempt which was XX/XX/XXXX after still not Having access to my money or the check I returned to the bank it was able to speak to a stand-in temporary manager from a different branch office that had been assigned to work there named XXXX. She helped me get records for bank statements that I needed in order to dispute some charges that no longer had access to was told to come back whenever the other branch manager, the original branch manager for any other questions regarding my check and Be able to speak to somebody. But I called XXXX or XXXX times with no resolve On or around XX/XX/XXXX I was given a type of reference num and was told sorry for any inconvenience. That would be investigating what happened and I would be contacted ver soon With more. I was never contacted and after waiting the entire XXXX business days as stated in the last correspondence and Any other said, waiting date and for the fifth time I went back to the branch office spoke to the assistant manager XXXX, who was present during my first visit with XXXX and ( my sister ) to show them the letter I had and demanded to know where my money was and requested they send me any correspondence in writing of what they did with my funds and the original check which of the claim they were gon na send back to me. I said I wanted my check and that I would take my bills of business with my sister and go elsewhere Obviously, they close my account and was not able to have business with them. I asked them to please keep my financial best interest in mind and reminded them they have a fiduciary duty being that Im a customer and have been a customer of theirs for several years to do right by all my finances. I advise them that I have been charge over my limit fees late fees return check fees due to all of this financial havoc, the lack of these funds in my account were causing. I let them know that I was depending on the funds which I deposited through the bank for so many different reasons and my stress levels were unbelievable. I was at my limit so many unpaid bills, my insurance was canceled due to nonpayment for my auto pay that was canceled and they close my account, my financial status as far as my credit has been ruined due to this my score went down over XXXX points and Im desperate I have not received any word from the bank through the mail as they advise me have not received any closure or attempt to make things right by the bank, other than a letter stating that they were going to cancel my auto pay and that I needed to get back on track with my credit card payments. I have A total of XXXX times which I attempted to communicate in person or over the phone unsuccessfully And unable to get any resolved for anything. What really upset me through this through experience was that one of the managers I spoke with had made a comment saying that if I was a kind of customer who kept {$30000.00} in my Checking our savings account average regularly, cashing this {$33000.00} at XXXX -- party check wouldve not been any type of problem, but because of the fact that I am living paycheck to paycheck And Chase doesnt like to take on that type of liability with even a slight possibility of the check being a form of fraud and I not having that amount or more to cover that amount of the check. It was back pay for my sister and I from Social Security a legitimate check with funds available that was deposited then removed from my account. By chase and they would rather lose my business then provide the service I needed. someone like myself.

Company response to consumer: Closed with explanation