Consumer complaint received 2025-08-12 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: IL

Complaint narrative:
On XX/XX/year>, I deposited at Chase a check issued by XXXX  XXXX XXXX made out to my brother, XXXX XXXX XXXX. The check was mailed to my brother in XXXX, and he endorsed it based on instructions given by Chase. Before depositing, I went in person to the Chase XXXX branch at XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX to confirm the correct endorsement procedure, since my brother was XXXX. The teller asked her manager, who stated that my brother should sign on the top line and I should sign on the line below. 

Since I had previously endorsed third-party checks, I asked if I should write Pay to the Order of with my name. The manager said no, only signatures were needed. I later confirmed this same information during a scheduled phone meeting on XX/XX/year> with XXXX XXXX, a Chase Virtual Banker, who also confirmed both signatures were sufficient. 

I proceeded to deposit the check at the same XXXX branch. I was told the funds would be available on XX/XX/XXXX. However, on Friday of last week, Chase contacted me to say my account had been restricted and that I should call them to resolve the situation. 

Since then, I have spoken with approximately XXXX representatives and XXXX supervisors. None have been able to help. They say the only way to verify my brothers identity ( he lives in XXXX and has not been in the XXXX for over XXXX  years ) is through a publicly registered XXXX phone number in his name, which is impossible since he has no XXXX documentation to obtain one. 

We obtained XXXX phone numbers where his name appears on the caller ID, but they are not found in public records. I explained his situation, but they insist phone number verification is the only method. I even asked if he came to the XXXX in person with his identification, would they release the funds, and the answer was no. 

I asked if they could return the funds to XXXX  XXXX XXXX. A Chase supervisor named XXXX advised that my brother should file a fraud claim with XXXX  XXXX XXXX ( such as reporting the check lost, voided, or altered ) so that Chase could review and possibly release the funds back to XXXX  XXXX XXXX. This is inaccurate, as there was no fraud. 

If Chase suspected fraud at the time of deposit, they should have declined the deposit instead of accepting it and holding the funds. I have offered multiple solutions, including providing a notarized and apostilled power of attorney authorizing me to act on my brothers behalf in the XXXX, having him travel here in person, or even having him open an account in his name so his identity could be verified. Chase has rejected all of these options. 

At this point, Chase is holding the funds without offering any realistic resolution and without a clear path for my brother to verify his identity. Chase insists that XXXX  XXXX XXXX does not cooperate with Chase and vice versa, however XXXX XXXX XXXX is the only one still supporting and providing information to us although my brothers account is already closed. The consumer/client should not have to go through this exhausting process under the excuse that they don't cooperate with us, so we dont cooperate with them.

Company response to consumer: Closed with non-monetary relief