Consumer complaint received 2025-11-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: FL

Complaint narrative:
I am a long-established business owner. I recently switched my business banking from XXXX XXXX XXXX XXXX Chase Bank. When I opened my new Chase business account, I deposited seven customer checks along with cash brought over from my previous bank. Shortly after that, I received four additional customer checks, which I took to the branch. I endorsed the checks, and the teller stamped them with the official Chase deposit stamp. 

When the teller attempted to pull up my account, she informed me on the spot that my account had been cancelled by Chases corporate office. This was the first time I had heard anything about a closure. I immediately called Chase corporate and was told my account was cancelled because I did not verify the checks deposited at account opening. I explained that I was never notified that any verification was required. 

Chase claimed they sent me an email and a text message. I never received either. Chase later admitted that the text message they sent was blocked by my carrier and returned to them undelivered. I never received any email, and Chase made no further attempts to reach me by phone or mail. I had no opportunity to fix anything before they closed the account. 

After discovering the issue, I immediately began trying to verify the checks. Every time I called Chase, I received different information about the process, and I had to explain the entire situation from the beginning to every new representative because nothing was properly documented. I was given incorrect instructions multiple times. 

Chase attempted to call my customers to verify their checks, but their phone number was blocked by several carriers as a spam-prevention measure. This caused major problems. I had to physically visit multiple customers in person to help them unblock Chases phone number so Chase could contact them. This caused embarrassment, frustration, and unnecessary stress for my customers. 

One customer involved is an XXXX woman with XXXX. Her son is the legal trustee on her account and signed the check for her because she is unable to. Chase withdrew the funds from her bank account, but they will not release the money to me AND they will not return the money to her or her bank. Her bank can not reverse the check because the funds have already been taken by Chase. Chase also refuses to speak to her son, even though he is her legal trustee with full authority. This puts both my business and a vulnerable adult in an impossible situation. 

I have repeatedly asked Chase to simply return the funds from this check back to the issuing bank, and Chase has refused. They say I can not make that decision, yet they will not communicate with the trustee either. This has been ongoing for weeks. 

After more than two weeks of effort, Chase finally released the funds for the checks they were able to verify, but they still refuse to release or return the remaining check from the elderly customer. Chase has now refused to provide any further assistance or direction and has left the situation unresolved. 

To make matters worse, Chase made another major error : they mistakenly mailed a refund check ( for the cash I deposited when opening the account ) to one of my customers addresses instead of my own business address. My business address has always been correct on file. Chase somehow mixed customer addresses with my address and sent my companys money to the wrong person. 

On top of all this, because Chase stamped the four checks I brought to the branch, and because they closed my account immediately afterward, my new bank would not accept those stamped checks. I had to reach back out to those customers and request they rewrite their checks. This damaged my credibility and created more stress during an already overwhelming situation. 

I have been working 7 days a week running my business, and this situation has taken a massive amount of time, energy, and trust away from my customers. This entire experience has been extremely damaging to my business reputation. Chase has mishandled funds, failed to notify me, made multiple errors, refused to communicate with an authorized trustee, and is still holding money taken from a vulnerable adults account with no resolution. 

I am requesting immediate assistance. I need Chase to release the funds they withdrew or return the funds to the issuing bank. I also need accountability for the mishandling, lack of notice, address mix-up, and ongoing harm caused to my business and my customers.

Company response to consumer: Closed with explanation