Consumer complaint received 2024-11-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: JPMORGAN CHASE & CO.
State: FL

Complaint narrative:
On XX/XX/year>, I opened both a checking and savings account in JP Morgan Chase Bank under my name and proceeded to deposit XXXX dollars in cash, as well as a XXXX dollar check from my mothers account. 
The bank sent an e-mail requesting confirmation from her, but given she is a XXXX woman, who very rarely uses her e-mail, she did not see the e-mail in time, and the link expired. We did not know about the existence of this e-mail until I was notified via e-mail that my account would be closed if this verification didnt get sorted out. 
The next morning, we proceeded to contact my account executive, which assured us that everything would be okay and that we just needed to have my mother call the bank and verify said check, which she proceeded to do, passing all identity checks via e-mail and the Chase app. 
Less than 24 hours later, the funds left my mothers account, which to our understanding, meant the issue had been cleared up. Far from that, this is where our nightmare started. Approximately two days go by, and the XXXX dollars showed up in my checking account, but the next morning, the account disappeared from my app, to which I proceeded to call Chase and I was informed that the funds are withheld by the bank and will go to the state of Florida in the event this transaction fails to be verified by Chase Bank. Which leaves us wondering why the funds were authorized to be released from my mothers account in the first place? 

In the first week of XXXX I received a bank statement in my mail stating that my account was closed and it showed that the funds were in my account, but then were " debited '', showing the final balance in " XXXX ''. 

After countless calls, claims made, not only by me, but also by my XXXX  mother, a process of months trying to resolve this from the XXXX XXXX, we are told by one of the Chase agents that the e-mail address and XXXX Phone number in my mothers account are not valid forms of identity verification and there is no other option than my mother to travel to the USA to get an American phone number. 
With her hip problem and in a wheelchair, I had to pay XXXX dollars for a plane ticket and have her go to XXXX, where on XX/XX/XXXX she got a line in her name, using her passport and then proceeded to physically head to her nearest Chase branch to notify her new phone number. 
On XX/XX/XXXX, allowing the system enough time to emit the first phone bill, Chase Bank tells us that my mothers number does not appear in their system. 

After all this has been tearing our mental and financial health apart, I am in desperately in need of my money, whether it be mailing me the check, or returning the funds to my mothers account. We have exhausted all the possible alternatives we have been presented with before this abusive and unreasonable situation which has put a great strain on our well-being and our ability to fulfill our financial responsibilities. 


see attached the following : 1. Account opening documents 2. Deposit Receipt of cash and the check 3. My bank statement showing the money and the debit they issued.

4. Photo front and back of the check.

5. Bank statement of the check issuer ( my mother ) where it shows the funds left her account.

6. XXXX contract under my mother 's name.

7. E-mail message from chase the day they closed my account.

Company response to consumer: Closed with non-monetary relief