Consumer complaint received 2025-12-27 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: IL

Complaint narrative:
I am filing a complaint regarding XXXX XXXX Banks handling of my account information and its restriction of my funds without reasonable cause or timely resolution. 
On XX/XX/XXXX, I deposited a {$10000.00} cashiers check that was given to me by my grandmother for college tuition. Chase did not process the deposit until XX/XX/XXXX, which triggered restrictive measures requiring additional identity verification. 
I received notification of the restriction on XX/XX/XXXX and immediately visited the Chase branch located on XXXX XXXX in XXXX XXXXXXXX XXXX I was informed that the restriction was due to concerns surrounding my Social Security Number ( SSN ). I was initially told that my physical Social Security card was required, despite having multiple forms of valid identification, including a U.S. passport and birth certificate. 
On XX/XX/XXXX, I returned with my mother and all available identification documents. The branch manager acknowledged that my identity was clearly established, but explained that an override was not within his authority. I was later instructed to provide a W-2, which I did ( for both XXXX and XXXX ). After submitting these documents, I was contacted by a Chase representative who informed me that the root issue was an incorrect SSN within Chases system. I was required to revisit the branch to correct this information, although there is documented history showing this update was already completed previously.

Despite Chase successfully updating my SSN based on the W-2s provided, my account remained restricted. I was then told that the W-2 was now no longer sufficient, contradicting earlier assurances. On XX/XX/XXXX, access to my accounts was fully blocked, including ATM withdrawals necessary for paying bills. I was also prevented from closing my accounts to retrieve my own funds. 
After further inconsistencies from multiple employees, I independently learned that a Social Security Number Verification Letter is considered a federal, official form of documentation. I confirmed with the XXXX XXXX branch that this documentation would be accepted. On XX/XX/XXXX, I obtained the Verification Letter from the Social Security Administration after several hours of waiting and missing college courses. I delivered the letter and proof that I had applied for a replacement SSN card the same day. I was told the resolution would take XXXX business days. 
After no follow-up, I contacted the bank on XX/XX/XXXX and was informed I must wait until XX/XX/XXXX. However, on the XXXX, I was again told that a physical Social Security card was now requireddirectly contradicting repeated assurances that the Verification Letter was acceptable. This process has now involved at le
ast 56 separate trips, lost time from academic responsibilities, emotional stress, and ongoing denial of access to my legally owned funds. Even after receiving my replacement SSN card, I have been informed that Chase is unable to expedite the reopening of access to my account and that further delay is unavoidable.

Chase has complete internal logs documenting every branch visit, account restriction, identity verification attempt, SSN update, and employee interaction discussed in this complaint. I request that the CFPB review these records, as Chase acknowledged that these details are on file.

Impact I have been denied access to my funds for an extended and unreasonable period, which has prevented me from paying my necessary bills.

I have experienced conflicting instructions from numerous Chase representatives.

Chase has a documented internal error with my SSN that should have been corrected previously.

I have complied with every requirement requestedoften multiple timesyet the restrictions remain.

Requested Resolution I request : Immediate reinstatement of full access to my funds.

Confirmation that all personal identifying information including SSN is properly and accurately documented.

Internal review of the mishandling of my case, including employee training and policy deficiencies that led to these repeated errors. 


Compensation or remedy for the financial and personal hardship caused by the prolonged and incorrect restriction of my account. 



Conclusion Chases refusal to recognize valid federal documentation, combined with repeated misinformation and procedural failures, has resulted in significant and unnecessary harm. I respectfully request the Consumer Financial Protection Bureaus assistance in resolving this matter.

Company response to consumer: Closed with non-monetary relief