Consumer complaint received 2026-05-13 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
b'TO: Consumer Financial Protection Bureau \n\nOn approximately XXXX XXXX XXXX I discovered the direct deposit of my Social Security check to my band checking account was not happening. My previous banking was with XXXX XXXX and they notified customers near the end of XXXX that XXXX XXXX was being sold to XXXX XXXX. My spouse and I then decided to move all our banking to Chase Bank in XXXX. In the process of changing the direct deposit with the Social Security Administration from First Bank to Chase Bank one number in the new checking account was recorded incorrectly. As a result, the first six deposits intended for our account from SSA were accepted by Chase and went to another account at Chase Bank. \n Upon discovery XXXX XXXX XXXX, we immediately made phone calls to both the SSA and Chase Bank. These telephone calls did not render a solution so we made an in person visit to a Chase branch in XXXX XXXX California. At that first visit to Chase they seemed willing too look into the matter. We were instructed to file a complaint. Several days later we heard from the branch manager that we would have to call the Escalation Department and Claims Department. \n XXXX XXXX we had to travel to Colorado so on XXXX XXXX we went to a Chase branch in XXXX, Colorado to continue looking in to the problem. The branch manager was much more seasoned and willing to help. She made several phone calls during our meeting. We left the meeting with some contacts to follow up with and were also asked that we go a SSA office to meet with an agent and get a demand letter explaining the issue and have the wrongly routed funds returned to SSA so they then could reissue the benefit funds to our account.\n On XXXX XXXX XXXX my spouse and I meet with an SSA agent in XXXX, Colorado. We got the demand letter and also learned that Chase, or any bank, cannot accept funds from the Federal Government if the name on the account for deposit and the name (my name in this case) on the check do not match. But Chase did accept the checks in this case.\n On XXXX XXXX XXXX my spouse started with a phone call to Chase (phone calls to Chase are very frustrating, you have to deal with a different person each time which requires practically starting from square one explaining the situation). The call was to the Escalation Dept., spoke at length explaining the situation and in conclusion my spouse was told he needed to call the Claims Dept. The call to the Claims Dept. was not productive, They said there was nothing they could do and would not accept the Demand Letter from the SSA an hung up the phone.\n Again, Ill reiterate, Chase Bank should not have accepted the SSA checks since the names on the checks and the account holder do not match. It is my feeling that what Chase did is a violation of banking laws and fraudulent.\n Were of the understanding that the bank reserves the right to make any corrections to mistakes of customers accounts.\n \nThe Numbers involved:\n\XXXX\taccepted by Chase to deposit into wrong account\n\XXXX\taccepted by Chase to deposit into wrong account\n\XXXX\taccepted by Chase to deposit into wrong account\n\XXXX\taccepted by Chase to deposit into wrong account\n\XXXX XXXX\taccepted by Chase to deposit into wrong account\nXXXX\taccepted by Chase to deposit into wrong account\n\nAlso, I will attempt to attach the demand letter from Social Security.\n\n\nSincerely,\XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation