Consumer complaint received 2022-07-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Cashing a check
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
My husband and I filed an insurance claim with our insurance company due to a water leak in our home. After a few months of going through the process we were issued two checks. One was for {$840.00} and it was made out to my husband and me. The second check was for {$2500.00} and was made out to my husband, the restoration company doing the repairs and me. I signed the checks and did a mobile deposit into my Chase account on XX/XX/2022. I received two emails stating they received my deposits and that the funds would be available on XX/XX/2022. 

On XX/XX/XXXX, I attempted to transfer the funds but I received an error. I was out of the country at the time so when I returned on XX/XX/XXXX I called Chase. After being rerouted to several people I found myself speaking to someone in the fraud department. My account had been flagged because of the missing endorsements on the checks from my husband and the restoration company. I was told I needed to provide verification for my insurance company, the restoration company and my husband. I provided the contact numbers for the insurance company and the restoration company, but was told the numbers were no good. I provided 5 phone numbers and was told none of the numbers could be verified. It was XXXX XXXX weekend so I was going to have to wait until Tuesday to try and get someone at the corporate level to get correct numbers. 

I called the fraud department back on XX/XX/XXXX and provided them numbers that I received from the local office of the restoration company for their headquarters in XXXX. Again, the numbers could not be verified. They confirmed they do not actually call the numbers but run them in a system and if any other business shows with that number it can not be used for verification. The XXXX company operates under a DBA and even though their name came up, so did the parent company. At that point I was told they needed my husband the restoration company to physically come into a branch for verification. I explained that having a company based in Illinois come into a branch with me would be nearly impossible. It was on that same call I found out my account was set to close on XX/XX/XXXX because of this. At no point had I received an email or letter in the mail that there was an issue with my deposits or my account. The manager I spoke with said she could issue an extension on the account closure to allow us time to go into a branch. 

On XX/XX/XXXX, we went into a branch and the banker was prepared to do the verification but we were told they still needed the restoration company present so the verification was not done. My account was also closed that same day even after I was told it would not be. I contacted Chase Executive Office on XX/XX/2022 looking for some additional help to resolve this matter. I was given a case number and an agent to work with. In the time working with her, I was working to see if I could find anyone with the restoration company would could meet us at the bank. I also emailed in a copy of my husband 's driver 's license and passport for verification on XX/XX/2022. To this day his verification is still not complete even after providing this information. 

The XXXX  company finally agreed to have my project manager meet us at the bank for the verification. On XX/XX/2022 at XXXX we all met at a local Chase branch. The banker got on the phone and was told that a check had been mailed to us on XX/XX/2022 and that there was no need for verification. We left under the assumption the check would arrive by XX/XX/XXXX at the latest. A week after that date we found out a check had not been mailed and that verification was still needed to release the funds. The XXXX  company does not have the capacity to send someone else and without them in person we will lose the funds. I explained to Chase that we attempted to meet their requirements but it was their banker who gave us misinformation. 

On XX/XX/XXXX I asked for something in writing from Chase so I could provide it to my insurance company who could provide it to their bank as proof the funds were never released to us and that the account is closed. I was told to go into a local branch to get this letter only to be told when I got there that they could not do this. The other bank has tried to recall the funds but because Chase cashed the checks they have no way to do so.

The restoration company is more than willing to provide affidavits and statements showing we have paid for all the work and have a XXXX balance with them but Chase will only accept them coming into the branch for verification. We aren't sure what to do at this point since we have exhausted all the options we've been given.

Company response to consumer: Closed with explanation