Consumer complaint received 2024-12-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.

Complaint narrative:
Dear CFBP, I have been a Chase customer since XXXX, when I opened my account while living in XXXX XXXX XXXX for a few years as an XXXX XXXX. I now reside in XXXX, XXXX where I was born, and have maintained my Chase account for travel purposes. I am now sharing this account with my wife. To this day, I receive printed monthly account statements by post mail showing a positive balance, the most recent being approximately {$15000.00}. 


In XX/XX/XXXX, I traveled from XXXX to the Chase XXXX XXXX ( XXXX XXXX XXXX, XXXX XXXX NY ) specifically to address my bank account issues in person, as I was unable to access online servicing and obliged to make all transactions on the phone, as a non-resident. I was informed for the first time that a {$10000.00} hold had been placed on my account in XXXX. The branch staff provided no explanation for the hold and told me they would resolve the issue within two to three business days. I returned twice to the bank while in New York, but they stated they were still unable to address the matter. 

On the same day as my visit to the branch, I gained access to the Chase mobile app for the first time and saw that the money was marked as on hold, confirming what the branch staff had told me. However, the app provided no explanation or guidance on how to resolve the issue. 

In the past 18 years, ( from XXXX ) Chase has never informed me in any correspondence that these funds were on hold or that any action was required from me to resolve this matter. I continued to receive monthly account statements reflecting a positive balance, which gave me no indication that there was any issue with the account. 

Back in XXXX, I made several calls to the branch and Chase client service, which transferred me to the Fraud Department. The Fraud Department confirmed that the hold was not related to any fraud and deemed it unjustified. They cleared my account of any fraud concerns and labeled the case as Refer to Branch. Despite this confirmation, I have received no resolution or guidance from the XXXX XXXX. 

Subsequently, I contacted Chases Executive Office, which confirmed they were opening a file to research the issue and provided me with this case number : XXXX. Again, they asked for more time to conduct the research but provided no written information, only verbal updates via phone, with each call requiring lengthy wait times of over 10 minutes. Chase records all calls, so I assume these recordings can be reviewed for verification and accountability. On Monday XXXX XXXX, XXXX, they asked me to fill XXXX forms, and forward them, but they gave no confirmation on receiving this important documentation sent through their secure platform and from my personal email. Today I called and send the documentation again. I gave them notice of my claim to the CFBP. 

At no point in the past 18 years has Chase ever communicated that my funds were on hold, nor have they provided any explanation or requested action on my part. It was only in person at the XXXX branch in XX/XX/XXXX and through the Chase mobile app that I learned of the hold, which remains unresolved. 

During my interactions with Chase staff, one member implied that the funds might have been transferred to the custody of the State of New York. However, Chase has refused to confirm this in writing or provide further details. Additionally, I have not received any explanation as to why my printed account statements continue to show a positive balance if the funds are inaccessible. 

I have made dozens of international calls attempting to resolve this issue, only to be met with unresponsiveness. Furthermore, I have gone to the expense and effort of traveling all the way to XXXX XXXX XXXX to meet with Chase representatives in person, yet I am still without a resolution.

Company response to consumer: Closed with monetary relief