Consumer complaint received 2024-08-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: KY

Complaint narrative:
In late XXXX my brother XXXX XXXX received a check for XXXX from XXXX treasury. He is currently XXXX in the XXXX I have power of attorney to handle any financial matters on his behalf. When check was recieved I called the branch where i bank and spoke to XXXX XXXX. I asked him which was the best way to deposit into my account. I informed him i have power of attorney and should i just add my brother as signer? He informed me that would take a few days but instead i could just expedite the check to my brother, have him sign it. Then i bring the check to the branch and sign it and that would be ok in lieu of poa. So this is the route I took. I deposited the check. There was a 7 day hold, which was fine, 6 days later I get email alert saying my account is restricted. I call the risk dept. They in turn tell me my brother needs to verify the check by phone with a verifiable phone number which is fine. I provided my brothers number, the risk dept says it was not verified in their system XXXX. My brother proceeded to get a new phone with a new carrier to get this resolved, neither of these numbers are coming up as verified, which makes no sense. because both numbers are his. In mean time I am calling the risk dept and visiting the branch daily to try to understand a resolution for this. I spoke with many supervisors and was advised by XXXXXXXX XXXX XXXXXXXX that i can go into the branch and have the banker upload the poa. It would suffice, and they would forward it to the legal dept, the legal dept would verify it, then relay the message to the banker, then the banker would relay the message to the risk dept to lift the hold. I went to the branch and XXXX uploaded the XXXX, and said it was a XXXX hour turn around time to get this resolved, XXXX hours pass, i call back to risk dept, they say the papers were not uploaded correctly. I have to go back to the branch and have XXXX XXXX again. XXXX hours go pass. the risk dept says there still is no update from banker. I go back into the branch and XXXX now says the legal dept doesnt know what to do with the forms and now needs to escalate to branch operations, meanwhile I am calling and supervisors in risk dept and they are saying that poa just needs to go to the legal dept at the branch level. A few supervisors even tried reaching out to XXXX, I eventually have to go back to branch to get a status upadte and now XXXX tells me branch operations wont accept the forms because its out of their scope?? The numbers still are not being verified in the system. I am consumed with this, and now my account is closed, our rent and bills are behind, and this has been a wild goose chase with no resolve. I have been given the wrong information from bankers, supervisors, the branch mgr s and employees made me feel like I was bothersome because I was trying to get this resolved. It just makes no sense at all and a month later I am still in the same place as before this is ridiculous. I would like a resolution

Company response to consumer: Closed with non-monetary relief