Consumer complaint received 2025-05-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
Hello, Background : My XXXX was involved in a XXXXife-altering hit-and-run accident that left him in critical condition. He spent XXXX XXXX XXXX XXXX XXXX underwent multiple surgeries, and continues to recover with the aid of physical therapy. The insurance settlement check issued to him is part of his recovery process and essential to meeting his current needs. 

.Document shown for Proof to XXXX XXXX : It is common for young adults to change phone numbers frequently. 
My XXXX is prepared to verify his identity with the following : * XXXX ID ( Shown at time of Deposit w/Teller & upon return to Branch Manager ) * SS Card ( Shown at time of Deposit w/ Teller & Upon return to Branch Manager ) Birth Certificate Hospital records Photographic and Video documentation from his time in XXXX XXXX XXXX through to rehabilitation XXXX XXXX XXXX XXXX XXXX XXXX  Naming him as her Partner Since I'm a longtime account holder at Chase since their takeover of XXXX XXXX and the insurance check was written on Chase, my son and I decided to go to Chase on Saturday XXXX XX/XX/2025 around XXXX. We went to the teller asked what our options were she said that he could open an account and would charge {$10.00} but he wouldn't be able to get any of his funds for at least XXXX  days, since it would be a new account or we could deposit the check into my account and he should be able to get some funds so he opted for the latter. Once she processed the check, she said that no funds would be available until XX/XX/2025. She said that the Branch Manager, Named XXXX XXXX, would be back on Tuesday, XX/XX/2025, and he could request that the funds be released sooner. So we left and went back on the XXXX and spoke with XXXX. He said that once it is posted, it would show in the Chase app on the XXXX, but he would send a request and said he was going to be in meetings all day Wednesday, but he will reach out and let us know if it went through. So we left and went home later that evening, around XXXX pm, I got a notification on my phone that there was a restriction on my account for fraud, and I needed to call the number on the back of my card or go into a branch. So early Wednesday, XX/XX/2025, right after opening, I went in, and another XXXX assisted me, and she called the fraud department to see what was going on and let them know that I was sitting in front of her. The person on the phone asked for my XXXX XXXX phone number. I gave him his current number because he's previous phone was destroyed in the accident, and the service was disconnected due to nonpayment as he was in the hospital fighting for his life. The XXXX said, she couldn't do anything except get {$100.00} out of my account that was already in there prior, and that I would have to wait for XXXX to come back on Thursday, which was the next day. So I left and came back the next day, XXXX said that the request was denied and that he sent a customer complaint on my behalf, and that I would be getting a call from them within XXXX business days. On XXXX XXXX XXXX I got an alert that the money had posted. I checked the app, and it was there. My son and I went to the bank to withdraw some funds, and the teller asked how much we wanted. We said, $ XXXX, she said, Ok, then all of sudden she says there's a restriction on my account and that she couldn't give us anything, then she called over the lead XXXX and she went to XXXX to see what to do, and he said I could only get out what was already in my account. On XX/XX/2025 around XXXX pm, XXXX from XXXX XXXX called and I explained the situation with my son and what has transpired so far with the bank branch and fraud dept, she said she would put in a request to release the funds and it could take XXXX business days to receive an answer from them. So My son and I went to the bank the next day on XX/XX/2025, around XXXX am, to show XXXX his birth certificate and other documentation to prove his identity and XXXX said, you got everything so it should be released, by XX/XX/XXXX which was what he said was shown in the system. 
Funds that are being wrongfully withheld in relation to my Chase account. I attempted to assist my son by allowing a verified payment to be deposited into my account. Despite all efforts to verify this deposit, Chase continues to claim that verification through XXXX is not possible due to an issue with his phone carrier a situation that was never disclosed as a requirement beforehand. These funds cleared according to the system on XX/XX/2025, yet I was told I could not access them due to a hold. Subsequently, I was informed the funds may not be released until XX/XX/2025. Shockingly, I received a notification after business hours indicating that my account had a XXXX balance, only to find out the next morning that the account had been closed altogether.I was giving the Fraud dept number by XXXX when she called back on Friday to tell me that her request was denied and that she couldn't not do anything else even though it says in the notes by the Branch XXXX that it is not a fraudulent transaction and my Son the person named on the check. I called the fraud dept XX/XX/2025 around XXXX pm and spoke with XXXX or XXXX and she claimed that she was going to put me on hold to read the notes and after about XXXX minutes on hold, I got hung up on, So I called back and got XXXX @ XXXX pm and he said that they can't use his birth certificate or anything else because he isn't under the age of XXXX XXXX XXXX. and they only can verify my son by his phone number and that he would have to purchase a cell phone from XXXX or XXXX and then wait anywhere from a week to XXXX months for the cell phone XXXX to report his phone number to a public registry, and that they can hold my son 's money for XXXX  years in an account until he can be verified. But would not tell me what company they would get the information from, and would not send me any paperwork stating that they would release the money or what account it is being held in. 
And that we can not receive the funds, the insurance company can not cancel the transaction or even have the check returned because the deposit is sitting in a closed account pending verification. Meanwhile, my son and I are facing financial hardship, and are being penalized despite following appropriate channels.

Company response to consumer: Closed with non-monetary relief