Consumer complaint received 2026-03-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: JPMORGAN CHASE & CO.
State: AZ

Complaint narrative:
XX/XX/year> - XXXX XXXX PST I deposited a check in the amount of {$12000.00} into my Chase account, in person at Branch XXXX ( XXXX XXXX XXXX ). The check was issued by XXXX XXXX XXXX as part of a car accident settlement. My account balance prior to deposit was {$0.00}. The receipt and branch associate informed me that {$12000.00} would be on hold and available on XX/XX/year>. XX/XX/year> - Approximately XXXX XXXX PST XXXX logged into my online account. The balance showed {$100.00} available, with {$12000.00} on hold. There was no explanation for the remaining {$370.00} difference. I assumed it was a lag in the online system and the balance would be updated by the next calendar day. XX/XX/year> - Approximately XXXX XXXX PST I attempted to log into my online account and received an error indicating I no longer had access. XX/XX/year> - XXXX XXXX PST I called Chase customer service and was informed that my account had been closed without prior notification. I asked about the {$12000.00} deposit made the previous day. The representative stated the funds would not be processed and that Chase would return the original check via XXXX on Monday, XX/XX/year>. No tracking number or confirmation was provided, and I was instructed to call back during business hours. XX/XX/year> - XXXX XXXX PST I called customer service again seeking clarification on where the check would be mailed and whether I could pick it up at the branch. The representative stated their system had no updates beyond confirming the account closure and that the original deposit was being returned. XX/XX/year> - XXXX XXXX PST I contacted XXXX XXXX XXXX to confirm next steps once I received the returned check. Based on prior communication from Chase, I believed the original check would be returned to me via XXXX on XX/XX/year>. XXXX XXXX advised they would reissue a check only after the original check was returned to them. XX/XX/year> - XXXX XXXX PST I called Chase customer service again after not receiving any XXXX delivery. This time, I was told the check was being processed and would clear on XX/XX/year>, which directly contradicted prior statements that the check would be returned. The representative could not clarify whether the processing referred to the deposit or return of the check. I was instructed to schedule an in-person branch appointment. XX/XX/year> - XXXX XXXX PST I attended an appointment at the XXXX XXXX XXXX XXXX. My scheduled banker was unavailable, and I met with the branch supervisor, XXXX. She stated the account showed a {$0.00} balance and could not determine the status of the check. She contacted customer service, who stated the funds were being processed and would be returned to the sender. They could not confirm : Whether the check would be mailed to me or XXXX XXXX The current location of the funds Any timeline for resolution They also stated the matter could not be escalated until their system updated. XX/XX/year> - XXXX XXXX PST XXXX XXXX XXXX left me a voicemail stating that, after checking with their bank XXXX Bank XXXX XXXX XXXX, the funds had cleared their account as of XXXX XXXX. They advised they can not reissue a check unless/until the funds are returned to them. XX/XX/year> - XXXX XXXX PST I contacted Chase customer service again. The first representative stated the deposit was being returned to the sender, but could not clarify whether that meant : The original issuing party ( XXXX XXXX ) The issuing bank XXXX Bank XXXX XXXX ) Myself, as the account holder I requested escalation and was transferred to a supervisor ( XXXX ), who provided a completely different explanation, stating that : Chase will issue me a check directly The estimated delivery timeframe is XXXX business days via XXXX No tracking information or formal confirmation could be provided

Company response to consumer: Closed with non-monetary relief