Consumer complaint received 2025-12-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.

Complaint narrative:
In XXXX, I moved to the US on a work visa and subsequently opened a checking and savings account with Chase. I opened the account with an ITIN that I had paid tax with since XXXX, before changing to my SSN when issued in XXXX. 

I received an IRS rebate check in the post to my XXXX address ( as the last filed address ). In cashing that check at a Chase branch, Chase froze all of my accounts until that check cleared, or so I thought. 

This is my only bank account in the US, and therefore my wages are currently inaccessible, in addition to deposited funds worth ~ $ XXXX. I have been frozen out since XX/XX/XXXX, and they have not resolved it. 

I have called the account services line, and the direct fraud prevention team line, multiple times and have received conflicting or incorrect information nearly every call. 

My first call on XX/XX/XXXX immediately after being frozen out informed me that I would just have to wait until the check cleared on XX/XX/XXXX. This advice was echoed twice until I called on XX/XX/XXXX for an update and they advised me of an address verification issue. At no point had this previously been discussed as an issue, nor had they at any point tried to verify with the IRS prior to this. They advised to call on XX/XX/XXXX, but said that a note had been left on the account allowing me to withdraw cash from my accounts in a branch. 

On calling on XX/XX/XXXX they stated that they now needed to verify the check with the IRS but because of the holiday break they now couldnt do so until XX/XX/XXXX. Additionally they advised to call at the IRS opening time of XXXX XXXX. 

I called at XXXX XXXX  to a lovely gentleman who tried to call the IRS , who did not answer. I escalated up the chain and was told Id get a manager call back. 

In the interim I travelled to the XXXX XXXX Chase branch who attempted to help me, including gathering my personal ID and tax records to verify the check was legitimate, but also to no avail as the back end systems had locked them out also. Equally, I asked to withdraw cash as was advised to me on the XX/XX/XXXX call, but was told it was not possible - more misinformation or confused processes. 

I called once more on the morning of XX/XX/XXXX to be told I should expect a manager callback later in the day. At approx. XXXX XXXX I received a call from the manager named XXXX who proceeded to tell me there was nothing they could do unless I called even earlier ( XXXX XXXX  on Monday XX/XX/XXXX ) such that they could call the IRS with no wait times. It transpires their fraud team has a no longer than XXXX minute wait time policy, meaning the only means to regain access to my accounts and funds would be to call in the middle of the night local time. Despite asking and demanding to escalate further, I was told Im the highest you can go, no one is above me. 

In summary, I have consistently been told incorrect information, whilst being completely frozen out of all assets over the holiday period. As someone just moving to the country, and as a new customer to Chase, this has been a nightmare and I still have no confidence that Chase will resolve this issue any time soon. 

There has been XXXX proactivity, and to be XXXX rudeness from the staff helping.

Company response to consumer: Closed with non-monetary relief