Consumer complaint received 2026-01-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: VA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I sold personal gold to a jeweler in XXXX XXXX XXXX XXXX XXXX The jeweler verified my identification and ownership of the gold before issuing checks. I deposited these checks in XXXX. They were placed on an extended hold, which I accepted. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX I traveled to XXXX XXXX XXXX XXXX XXXX XXXX, and sold additional personal gold to a local jeweler. The jeweler verified my ID and ownership and issued payment via check. 

* * The " Trigger '' Incident XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Day XXXX ( Friday XX/XX/2XXXX XXXX XXXX XXXX XXXX  I attempted to deposit the first XXXX check in-branch. 
* * The Error : * My account was briefly negative at the moment of deposit, which unbeknownst to me triggered an internal fraud alert. 
* * My Action : * I immediately transferred funds from a separate account to bring the balance positive. 
* * Bank Failure : * The branch staff informed me the hold was due to the negative balance but * * failed to inform me * * that the account had been placed under any sort of restriction on usage or access. 


* * * Day 1 ( Afternoon ) : * * I sold a second batch of gold to the same XXXX jeweler and deposited the second check via the * * Chase Mobile App * *. The app indicated a standard hold but provided no warning of account restrictions. 
* * * Day 1 ( Evening- After Hours ) : * * Chase notified meafter corporate offices had closedthat my account was on " full restriction '' and in danger of closure. 

* * The Delay ( The Weekend ) * * * * * Day 2 ( Saturday XX/XX/2026 ) : * * I contacted Chase to resolve the restriction. Chase refused to verify the checks because the jewelers in both XXXX XXXX XXXX were closed for the weekend. 
* * * Consequence : * * I was forced to extend my stay in XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, delaying my return to care for my XXXX  father. 

* * The " Resolution '' & Misrepresentation ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Day XXXX ( Monday XX/XX/2026 ) : * * I contacted Chase. They successfully reached the XXXX jeweler, verified the check, and deposited the funds. 
* * Status : * The account balance was positive, and holds on previous checks cleared. 
* * Representation XXXX XXXX XXXX Chase explicitly stated that * * all restrictions on my account had been lifted * *. 


* * * Day 5 ( Tuesday XXXX XX/XX/2026 ) : * * I contacted Chase again to ensure access. 
* * Representation 2 : * Chase explicitly stated my * * account was unlocked and fully operational * *. 
* * Verification : * I verified I could log in to the mobile app, view my full balance ( past the holds ), and lock/unlock my debit card. 


* * * Reliance on Information : * * Based on Chases explicit confirmation that my account was unrestricted and my debit card was usable, I began a XXXX XXXX XXXX to XXXX  to care for my XXXX XXXX 

* * The Crisis ( Tuesday XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX  ( approx. XXXX miles from XXXX ). 
* * * The Incident : * * despite the " unlocked '' status, my debit card was * * declined at all points of sale * * ( gas, food, lodging ) throughout the drive. 
* * * The Contradiction : * * * I maintain full access to the Mobile App ( login, balance view, card controls ), which contradicts standard protocol for " Restricted '' accounts. 
* The Customer Service line does * * not * * auto-route me to the Fraud Department ( standard protocol for restrictions ). 


* * * The Call ( Tuesday XXXX  ) : * * I contacted Chase Customer Service.

* * The Denial : * Representatives claimed they could not access my account because it was " Restricted '' and only the Fraud Department could assist. 
* * The Result : * I was told to " call back tomorrow '' with no emergency assistance offered. 


* * * The Damages & Danger : * * * Chases misrepresentation stranded me XXXX miles from my destination during a * XXXX XXXX XXXX XXXX XXXX  event. 
* I am traveling alone to care for my XXXX father ( who suffers from XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX 
* If I had not luckily had cash on hand, Chases refusal to honor my funds would have forced me to sleep in my car in sub-freezing temperatures almost XXXX miles from XXXX with no funds for food or fuel, presenting an immediate threat to my life. 


* * Summary of Complaint * * 1. They explicitly informed me my account was unlocked and safe to use.

2. I relied on this information to commence travel into dangerous weather conditions.

3. They subsequently dishonored transactions despite verifiable funds being available.

4. Customer service has provided no explanation for the trigger, no transcript of calls, and no remedy for the life-safety hazard they created.

Company response to consumer: Closed with explanation