Consumer complaint received 2026-04-23 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Money was not available when promised — 
Company: JPMORGAN CHASE & CO.
State: OH

Complaint narrative:
Subject : Follow-Up Complaint Continued Account Access Failures, Inconsistent Information, and Transaction Handling Issues This complaint is a continuation of prior issues, as the companys response to my previous complaint did not address additional events that occurred on XXXX XXXX XXXX These events further demonstrate significant inconsistencies in account access, verification procedures, and transaction handling. Background On XX/XX/2026, an ACH deposit was made into my account. That same day, the full balance was displayed in my online banking application as available. Based on that representation, I successfully completed a {$1000.00} wire transfer without issue. At no point was I informed that the funds were subject to any restriction that would impact larger transactions. XX/XX/2026 In-Person Verification and Failed Wire Execution After experiencing repeated debit card verification failures on XX/XX/XXXX and XX/XX/XXXX, I was instructed by the fraud department that I was required to appear in person at a branch to complete identity verification. I traveled from XXXX XXXX XXXX XXXX XXXX to comply with this requirement. At the branch : I presented valid identification, including my passport I completed in-person identity verification as instructed Debit card verification again failed with an invalid result The employee bypassed this failure and completed verification through alternative questions, which I successfully answered This confirms that alternative verification methods were available but were not offered during earlier failed attempts, resulting in unnecessary delay and travel. Following verification, I was informed that the wire transfer had been approved and released. However, the wire was not processed. Lack of Disclosure and Conflicting Information Throughout XX/XX/XXXX, multiple Chase employees reviewed my account and confirmed that no restrictions were present : A representative in XXXX XXXX reviewed the account and identified no issues XXXX employees at the XXXX branch accessed the account and did not identify any restriction The account consistently displayed the full balance as available At no point during these interactions was I informed of any hold or limitation. Only at approximately XXXX XXXX after further escalation, was I informed for the first time that a XXXXbusiness-day hold had been placed on the funds due to the XXXX deposit. This was never previously disclosed. Direct Contradictions in Account Behavior The explanation of a hold is inconsistent with actual account activity : A {$1000.00} wire transfer was successfully completed on XX/XX/XXXX I withdrew {$4000.00} in cash on XX/XX/XXXX On XX/XX/XXXX, I withdrew the remaining balance through multiple branch visits If a hold was in place preventing access until XX/XX/XXXX, these transactions should not have been permitted. Additionally, multiple employees accessed the account and did not identify any such hold, further demonstrating a lack of internal visibility and consistency. XX/XX/2026 Conflicting System Behavior Across Branches On XX/XX/XXXX, I returned to withdraw the remaining balance. At XXXX branch, I was informed that a system restriction prevented the withdrawal. I contacted the fraud department directly and was explicitly told that no restrictions existed on my account. The branch XXXX also spoke with fraud and received the same confirmation. Despite this, the branch system continued to block the transaction. I then went to a different branch location, where staff reviewed the account and immediately processed the withdrawal without issue. Summary of Issues These events demonstrate : Funds displayed as available without accurate disclosure of restrictions Inconsistent verification procedures, including repeated failures and later bypass methods Failure of in-person verification to resolve the issue as represented Conflicting information between fraud department and branch personnel Inconsistent system behavior across different branch locations Lack of internal communication and coordination Misrepresentation that a wire transfer had been approved and released when it was not processed Impact As a result of these failures, I experienced : Significant delays in accessing and transferring my funds Unnecessary cross-border travel Repeated and redundant verification procedures Conflicting and unreliable information from multiple representatives Disruption to planned financial transactions Request for Resolution Given that the companys prior response did not address these events, I am requesting a full review that includes both the original incident and the additional failures documented here. Specifically, I request a formal explanation addressing : XXXX. Why funds displayed as available were not fully accessible XXXX. Why multiple employees could not identify or communicate restrictions XXXX. Why I was informed that the wire had been approved and released when it was not processed XXXX. Why inconsistent verification procedures were applied XXXX. Why in-person identity verification did not resolve the issue XXXX. Why conflicting information was provided between fraud and branch systems XXXX. Why different branches had inconsistent ability to access the same funds XXXX. What corrective actions will be taken to prevent similar issues I also request that appropriate compensation be considered given the time, travel, and disruption caused by these events. Additionally, this complaint may have been miscategorized previously as an international transfer. The transaction in question was a domestic wire initiated within the United States. Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation