Consumer complaint received 2025-05-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
On XX/XX/XXXX, I went to Chase Bank in XXXX XXXX XXXX XXXX XXXX XXXX ), to open a new account. This was my second account with them because a previous account was closed. After the amount, ( {$130.00} ), of the prior account was paid off I then proceeded to open my new account. 
-- Between the time my first account closed and the time I opened my second account ; I changed my name. I provided my updated driver 's license, social security card, and the signed court order for the name change, -- I also deposited a check, ( {$9800.00} ), in the new account and was given a receipt with the deposit date of XX/XX/XXXX. 
2 days later on the XXXX, I received an update in my Chase Banking app that the deposit was pushed to XX/XX/XXXX. I called Chase customer service, and they informed me that there was an issue with verifying the check with the bank, ( The bank that issued the check does not do over-the-phone check verification from his words ). 
-- I also informed him that I had bills due on XX/XX/XXXX and that this was causing a delay in being able to pay bills, buy groceries, or even travel. 
-- However, he informed me that I should have my deposit by the XXXX. 
The next day on the XXXX. I went into my banking app and my account was restricted. I called Chase customer service, and they informed me that there was still an issue with verifying the check ; however they also stated that this was not the issue for the account restriction. They could not tell me what the restriction was for and that my account would be closed soon. I was told that they still needed to verify my check and that I needed to provide them with the maker of the check number to verify that it belonged to the bank they wrote it to and then they would have to verify with that bank. I also was told that the funds I already had in the account ( {$160.00} ) plus the check would be mailed to me in a check. 
On XX/XX/XXXX I received a letter in the mail from Chase explaining that they restricted the account because they could not verify my identity. 
XX/XX/XXXX I called Chase customer service again to find that there has still been no movement with my account 's funds. The person I spoke to today named XXXX informed me that I could go into the bank to receive my funds that were already in the account, but it is not guaranteed. 
She also informed me that the bank they needed to verify with does do over-the-phone verifications however the wait time is extended or in her words " I was on hold which felt like forever. 
" I am currently wondering if there is anything that can be done legally because I have been going around in circles with Chase Bank for a week now with no resolution and each day, I worry about bill payments and feeding myself. 
On XX/XX/XXXX I went into the Chase branch with my driver license, social security card, birth certificate, and court order granting my name change. None of this was enough to verify my identity and reverse the effects on my account. I also could not get any of the money that I previously had on my account. I was told my funds will be mailed back to me within 20 days or longer. I also was told that my deposits, if not verified will be deemed as a lost check and I would have to receive another one from the other bank. 
XX/XX/XXXX : Chase bank informs me over the phone that my account will be closed in the next 10 days but they still need a number that connects to the business and that specific address. 
XX/XX/XXXX : My attorney ( XXXX XXXX XXXX, provided me with the point of contact, XXXX XXXX, Director of Accounting ( XXXX ) XX/XX/XXXX : I went into the Chase branch again and spoke with the VP of that branch XXXX XXXX. I provided him with XXXX XXXX number to which he had customer service contact her however because her number does not connect to the business it wasnt a valid number to try. Customer service then looked up the business and found a number and called it. I do not know what the number was but the person over the phone stated to the Chase representative that they did not do over the phone verifications, only email and Chase does not do email verifications only over the phone ones.

4/1/2025 : Same issue as 3/31 4/7/2025 : My account is officially closed. 
XX/XX/XXXX : I spoke with a Chase representative again and was told the same information ( I need to provide a valid number that connects to the business and to the TX address. ) XX/XX/XXXX : I spoke to the Fraud department representative for Chase to which I was again informed the same thing and that there was no way to reverse the check since the funds was already processed by Chase on XX/XX/XXXX

Company response to consumer: Closed with explanation