Consumer complaint received 2025-07-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: MD

Complaint narrative:
My name is XXXX XXXX XXXX ( XXXX XX/XX/XXXX ), and I am a longtime Chase customer. I am currently experiencing a critical and life-altering issue with Chase, and I am desperately hoping that someone can assist me. I met with XXXX XXXX at the XXXX XXXX Chase branch on Thursday, XX/XX/XXXX and she gave me the information of the Vice President, who I met with on XX/XX/XXXX. At the bottom of this message, I'm including a full breakdown of all the people I've spoken with in the last 2 weeks so you can see how many different stories I've been told and the fact that I've gotten the runaround for over 14 days now. 

To make a long story short, on XX/XX/XXXX, my pay was deposited in my Chase account, but I did not see it reflected in my available balance. When I called Chase to inquire as to why, I was told that because I had previously submitted a few disputes for a specific merchant ( which were legitimate but were ultimately declined by Chase ), that Chase had ultimately decided to close all of my Chase accounts. This was frustrating and nonsensical, but I could deal with it. I was told that the deposit of my pay was denied by Chase and would be returned to the sender ( it was transferred from XXXX ). However, XXXX investigated the transaction and spoke with someone at Chase and confirmed that Chase did in fact deposit the funds. 

On XX/XX/XXXX at XXXX, I called and spoke with a supervisor named XXXX who informed me that I had 30 days to go to any Chase branch and withdraw the funds, which was fine with me. However, when I went to the branch, I met with the branch lead ( XXXX XXXX ) and was told that this was not true and that I would be receiving a cashier 's check within 7-10 business days. 

This is my paycheck. I have no other money. I can't even afford to buy gas or to buy groceries to feed my son because Chase has been holding my paycheck hostage for a week now, and now I'm being told that it may be as much as another 2 weeks before I will receive these funds. By that time, I could potentially be homeless.

I called Chase support again when I got home and was told numerous different things, from the fact that the money would be returned to XXXX, to the fact that a check would be mailed out to me in the next 2 weeks. None of this is acceptable. I MUST be able to access these funds today. I don't care that Chase has chosen to close my account, but I can not wait that long to access my money. 

As recently as just now ( at XXXX on Friday, XX/XX/XXXX ), I am falsely being told by Chase that the money was never deposited in the account and was returned to XXXX XXXX I am absolutely desperate at this point. 

I am sincerely asking you to assist me in some way in being able to access my funds from my local branch like I was promised earlier today that I would be able to do. I am desperate at this point and I don't know where to turn. This is a truly unfair and unacceptable situation. Please, please help me get this resolved ASAP. 

Here is the history of my attempt to resolve this issue in chronological order : - On XX/XX/XXXX, I signed in to my Chase account and saw that my pay deposit ( originating from XXXX ) in the amount of {$3500.00} was showing as on hold. 
- At XXXX on XX/XX/XXXX, I called and spoke with someone named XXXX who told me that this deposit would not go through and that it would be returned to the sender in 24-48 hours. He then stated that I would need to be transferred to someone else. I was then transferred to XXXX, who told me that my checking account with Chase was being permanently closed, effective immediately, but would not disclose a reason. I was then transferred to someone named XXXX who claimed to be a supervisor and told me that I needed to speak with the fraud department, so I was given a phone number to call : XXXX. 
- At XXXX on XX/XX/XXXX, I called the fraud department and spoke with XXXX XXXX who told me that I needed to contact XXXX to submit a request for the money to be returned to me and that it could take several days for Chase to return the money. 
- On XX/XX/XXXX, I submitted a case with XXXX and spoke with someone named XXXX in their customer service department. I was given case number XXXX and told that it could take up to 5 business days to get the funds back, so even though I have been literally without any money since last week, I waited for the funds to be returned to XXXX. 
- On Wednesday, XX/XX/XXXX, I received an email from XXXX ( see attached ) stating that my case was denied because the money was successfully deposited in my Chase account, even though I had repeatedly been told by Chase that this was not the case. 
- On Thursday, XX/XX/XXXX at XXXX, I called and spoke with XXXX in the fraud department. She stated that she did indeed see the {$3500.00} deposit go through and that amount was available for withdrawal but that I would need to go in person to a branch to get those funds, and that I had 30 days to do so, after which point a check would be mailed to me if I did not clear out the account. She said I could withdraw the funds in cash or whatever form I desired. 
- At XXXX, I went to the branch and met in person with XXXX XXXX XXXX the Branch Operations Lead at the Chase branch located ar XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX. XXXX XXXX looked up my account and said there was a {$0.00} balance and she couldn't see anything and that there was no money to withdraw. She called some internal Chase department and spoke with someone who I believe was named XXXX XXXX I could only hear what XXXX XXXX was saying since the call was not on speaker ). That person informed XXXX XXXX that in 7-10 days ( from yesterday ), I would be mailed a cashier 's check from Chase. I stated that this was absolutely unacceptable and that I literally don't even have money for gas and that Chase is literally holding my money hostage and giving me a different story every time I speak with them. 
- I went back home and at XXXX called the fraud department again and spoke with XXXX XXXX Amazingly, she said something totally different, which is that the deposit actually was denied and that it would be returned to XXXX in the next few days. 
- I asked to speak to a supervisor, and this time was transferred to XXXX, who informed me that my account is " under audit '' and that a check would be mailed to me on XX/XX/XXXX. Once again, I stated that this was not acceptable. 
- I called once again at XXXX and spoke with XXXX XXXX who stated that on XX/XX/XXXX, the XXXX XXXX was definitely rejected and would be returned to XXXX XXXX Not believing this either, I asked to be transferred to a supervisor. 
- I was transferred to XXXX ( ID XXXX ) who stated that the account was in a " collections '' state and that that was the reason why the funds weren't available. I said that this didn't make sense and was blindly transferred to XXXX ( XXXX XXXX ), who said that the account was " charged off '' and that it would take 10 business days for me to receive my funds. 
- I connected with someone at the Chase Executive Office named XXXX on Friday, XX/XX/XXXX, who said she would help rapidly resolve this issue, but she never called me back. I called her numerous times subsequently and reached her on Thursday, XX/XX/XXXX, and she promised that she would call me back the same day, but then she never did and now my calls to her go straight to voicemail. 

As you can see, I have literally been given a dozen different stories, in addition to the fact that I've spent probably 25 hours at this point just trying to get access to my money. I am desperate for a quick resolution to this situation. Any help you can provide is appreciated. Thank you XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation