Consumer complaint received 2024-07-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Cashing a check
Company: JPMORGAN CHASE & CO.
State: MA

Complaint narrative:
Hello .... I, XXXX XXXX, hate to bring this to your attention. But I have been banking with Chase Bank for about two years now. I've never had any problems until recently. Here is the situation. My fiance, XXXX XXXX, received a check from an inheritance through his great grandmother 's estate on XX/XX/XXXX. He, XXXX XXXX, doesn't have a valid ID and is currently having troubles getting it due to past issues with child support. Once he, XXXX XXXX, received the check, he signed it over to me, XXXX XXXX, because I have a valid ID and checking account. I deposited a check that my fiance gave to me. We both signed it and put it " Pay to the Order of ''. I did a Mobile Deposit for the check on Saturday, XX/XX/XXXX. received an email confirming that a deposit had been submitted. On XX/XX/XXXX, I received an email from the bank saying that my account was restricted due the check deposit. I called and spoke to someone in the Operating Loss Prevention Team on XX/XX/XXXX to inquire about what I could do to get this restriction lifted. I went through the verification process to identify myself. They asked what the check was for and who the person was that the check was made to. I told them all the information they required. They told me that in order for my account to be unrestricted, they would have to verify by calling my fiance, XXXX XXXX, that he gave me the check to deposit. I gave the representative his phone number and they informed me that his phone number is not registered under his name. I told them that this could not be true because he has had his phone number for 5 plus years. I had him call his cell phone company, XXXX XXXX, to verify that his phone number is under his name and they confirmed that it is. I have made numerous calls to XXXX XXXX and Chase Bank to resolve this issue and still nothing is resolved. I even went to my local branch and spoke with a representative there and they still could not help me. I then called and spoke with someone on Friday afternoon and they told me that I needed to wait until XX/XX/XXXX for the check to clear and that they could send a form to have my account reviewed and have the restriction removed. I then called back today after the check cleared my account and I was told the same thing that I've been told. My restriction can not be released until they have a valid number for my fiance, XXXX XXXX. I asked to speak with a Manager because I was told differently. I held the line for the Manager and he was extremely rude to me. He told me that submitting a form was not an option and that the only thing I could do would be to call my fiancee 's cell phone company. We have been doing this and I still can not have access to my account. I told him that we have already done that and they, XXXX XXXX, confirmed that his phone number belongs to him and its registered under his name and our address. The Manager then told me that they had tried the number and it was going to be unavailable, which does not make any sense because I was texting with him via his phone number. The Manager then said that my fiance did not sign the back of the check which he did. We both signed it and put " Pay to the order of '' like we were instructed via the Chase website. I have never committed fraud with my Chase bank account. I have been getting regular deposits for 2 years and no one is willing to even help or compromise with me. I am just trying to have access to the money that my fiance and I need to pay bills and XXXX shop for our children. At this point, I am going to be putting in a call to the Massachusetts Attorney General to make a complaint about Chase Bank. I've done everything that has been required of me and still I get nothing. This is extremely frustrating as a consumer with your bank. I have told everyone I know about the way this bank has treated me. I've never had this happen with any other bank that I have banked with. We are now in XX/XX/XXXX and we still don't have the money. We have even opened a new cell phone service for him and that are still saying the same thing. HIs new service is with XXXX and its under his name.

Company response to consumer: Closed with explanation