Consumer complaint received 2025-02-13 00:00:00
Product: Money transfer, virtual currency, or money service — Check cashing service
Issue: Problem with customer service — 
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
I, ( my name ) was incarcerated in XXXX when my pre-paid card bank was closed ( XXXX  ) I was sent a check with my funds to my home, a rather large check for ( {$63000.00} ) Since I was incarcerated, I had my wife, ( wives name ) attempt to deposit the check to her Chase account. 
Chase, cashed the check but immediately closed her account, with the funds in her account. 
Chase then sent a check to my wife with XXXX funds at the time and she opened a new account with Chase. 

My check remains in a closed chase account. 
We have asked chase to return the check to the issuing bank ( XXXX XXXX ) And chase for MONTHS kept telling us, that XXXX XXXX has to initiate the process by contacting chase. 
We told XXXX XXXX to contact chase and they said Chase has to contact them. 
This was months of the same back and forth. 

Eventually, we were told by someone on the fraud team that Chase already cashed the check so they cant return it to the issuer. 
Chase told us, that when I return back from incarceration, I can speak to them and they can return the funds to me. 
So we waited and I returned in XX/XX/XXXX and have been going back and forth with Chase since then. 

I went to the branch the check was deposited to with my identification and paperwork and was told Chase doesn't identify people in PERSON. Only by phone. 
The fraud team then attempts to identify me using OLD phone numbers from XXXX years ago that I no longer have. They are attempting to identify me using old out-dated phone numbers. 

At the time ( XX/XX/XXXX ) i got out of prison and got a new phone and number. 
Chase told me since the phone number I got was a pre-paid plan, they cant use that to identify me and I should get an actual plan from a major phone company. 
I then sign up for a paid plan with XXXX and currently have XXXX phone numbers. 

After a month we called to identify me using my XXXX phone number ( which they advised me to get ) and they said my name does not come up as associated with the number. We give it another month, and get the same response. Now its a waiting game for my number to show up on some database to get verified. 

Last week, ( XX/XX/XXXX ), my wife calls the fraud team to check the status on my phone number and identity and they say my name shows up with the phone number, but there is an error with my ADDRESS?? We have no clue what that means and they offer no other information. 

They do not offer any more information and we are extremely frustrated and confused and have no idea what to do anymore. 

I have suffered so much pain and suffering as I have no money to pay rent or my bills or food. Chase has my money XXXX and are not offering ANY path to resolution. 

I filed a complain in XXXX to the issuing bank XXXX XXXX and was told by them that the money is in chase accounts as they cashed the check and that basically XXXX XXXX has nothing to do anymore with the issue. I was told by chase to deal with XXXX XXXX but there is nothing XXXX XXXX can do. Now i am opening a complain to CHASE BANK as the issue is now with them and their actions toward me and my wife.

Company response to consumer: Closed with non-monetary relief