Consumer complaint received 2024-08-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
I recently received a large settlement check from the U.S. Treasury. I opened an online account with Chase for a bank account and cashed the treasury check on XX/XX/XXXX at the XXXX XXXX Chase location. The teller completed the deposit slip and called the manager over who informed me there would be a hold due to the amount. The next day, I received a statement through the mail letting me know that my checking account was not opened due to them being unable to identify me. After which, I received the ATM cards for the bank account via U.S. mail confirming the account was open. I also had the Chase app that showed my account open with the check deposited. 
From XXXX XX/XX/XXXX my account was accessible via the XXXX banking app, however it was restricted the entire time. I had a XXXX charge for the debit card that was sent, but I was not able to make a deposit to bring the account positive. XX/XX/XXXX I spoke with XXXX in fraud department and he suggested that I visit the branch and submit the account transcripts so they can have them uploaded and verified, which i did. I submitted those the following day to the Chase Bank in XXXX, TX. On XXXX the check " cleared '' it showed as available on my banking app. a few days later I attempted to perform a transfer to an outside bank account i previously added to Chase. I got a text message verifying it was me, and the transfer was approved. The next morning XXXX, I got a secure message within the Chase app that the transfer had been canceled due to " other reasons ''. I called fraud department a total of three different ( reps XXXX, XXXX XXXX times because I was told various reasons of why my account was still in restricted status. Reasons such as : 1. the address showing partially on the IRS account transcripts, 2. as well as a po box address being listed on the check, as well as 3. needing to bring in a passport or another form of identity, which i did. i submitted all this to the XXXX XXXX location, and was told the documents would upload within XXXX min. the same day ( XX/XX/XXXX ), by XX/XX/XXXX they had closed my account online and did not notify me. On XX/XX/XXXX i called to ask why the account was closed, representative thought the account closure was something i initiated. I did not. she transferred me to XXXX with escalation resolution team to file a complaint. I was told I would receive a call back regarding the complaint, and i have not til this day. On the XXXX app it showed the amount of the check ( + the amount i had transferred to cover the negative balance ) as a " Debit DDA Check Charge ''. I was told by the XXXXraud department that they would " hold my check in a cloud until information they had requested was satisfied ''. Per their policy they are supposed to contact me the following day after making a discrimination complaint of fraud. I have been treated with disrespect each time I entered their branch location as If i am a suspicious person. I have received conflicting information from each person representing the bank. I was told The fraud department was contacted each time i came or left a branch. I was by the treasury to give them 6-8 weeks to return the check to the treasury. i called chase on XX/XX/XXXX representative XXXX stated i would be receiving a cashiers check for the closed amount and to contact them on monday. XX/XX/XXXX I spoke with XXXX and it was a completely different story she stated the funds are not approved yet and placed me on hold before the call hung up. I called back spoke with XXXX ( deposit review team ) and XXXX in the depository team. I called back and was transferred to XXXX in the restrictions escalation department. XXXX asked a series of exact questions that are listed on the irs where's my refund website status which gives me the impression she fraudently put my information in to track my refund check. I tried to use the same method and was unable to utilize the where's my refund status due to exceeded attempts. regarding where the funds came from, fraudently pulling up my personal info " where's my refund status. I gave XXXX the name and number of the IRS agent assisting me, she stated she couldn't verify the number belonged to IRS. On XX/XX/XXXX XXXX stated, they ( chase ) 1. dont accept documentation I've submitted, 2. they're unable to speak with irs to verify validity, 3 and that returning the funds back to the sender wasn't an option. XXXX went on to state they are waiting for the IRS to put a stop hold on the check, ( although it has been cleared and cashed as of XXXX prior to my account being closed by XXXX ).

Company response to consumer: Closed with explanation