Consumer complaint received 2024-08-14 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: CA

Complaint narrative:
New information : At the beginning this month I deposited a check on my Chase app I have been a customer for almost 10 years. Chase had closed my boyfriend 's account which he got reopened after due to no balance for 60 days which is fine and to be expected he did not know you need to keep a balance, but before we were tight for funds due to this and tried to cash a work check that he received for in-home care support for his sister using the chase app on my account immediately the funds were not released as usual and then I got a text message on my phone that my account was under suspicion. He took all the other checks which were all from the same payer and all went through in person so we called and talked to the representatives many times which were no help and had us running in circles so I submitted a claim with the CFPB due to the incompetence, gaslighting and lies of chases customer service reps. First told if the check clears in my bank from the third party my account would be fine and to rip up the physical check which it was not fine as I am unable to withdraw any funds or move any funds from the check that cleared. Immediately my account was put on restriction as soon as they deposited the money. After calling the third time to speak to a representative again was told a ticket was submitted to lift the restriction on my bank account and was informed to call the hold department the next day and given the number to be told there was no such ticket ever submitted. Refusal to help in any way due to an old phone number not matching the third party who lives with me and have many other ways of proving identification as well as account number voice ID chase bank info etc. but repeatedly told by several Representatives out of our hands just wait generic responses and being In a loop for almost a month. Even had the third party go to the actual bank we use and update his number there and told that's not how that works by the representatives that won't do anything. I also want to mention this is the same exact account he's had he just got a different card even went to the branch in person to update his number to match told it was updated. Then we were told on the phone chases database will take an unspecified time to update which is not helpful at all or an answer that brings any results or help. The most frustrating reason being that the phone that was used on the third party account is a government service phone free phone and is now not with us but another person because that's how that program works. We have a free phone and we use the same phone this is a one phone household but still we were told repeatedly over and over there's nothing we can do unless you can get him to call from that number of the broken phone that doesn't have that SIM card. Set in stone and refusing any other way of identifying easily and I also gave permission every time to have him be able to speak on the line about the funds. The second to the last customer service representative I spoke to on the fraud department was so terrible they claimed they couldn't even hear what I had to say because they had to send a text code to my phone which never sent even though that was the right number they were told it was an error on their part that it wasn't sending still refuse to listen or even let me explain what was going on at all and I hung up and tried again finally getting another representative saying the same thing that the number matters on reaching him or there's nothing we can do. Then on XX/XX/XXXX I received in the mail a letter that they were going to go ahead and close my account soon. I would like a resolution if possible this has been an awful experience for both of us it has showed me how Chase treats their customers and withholds money that is not belonging to them in the first place. We were told to tear up and dispose of the {$800.00} physical check as soon as it was deposited then they restricted my account right after. We have documentation letters checks etc but they have personal information I was informed on here not to reveal. Thank you.

Company response to consumer: Closed with explanation