Consumer complaint received 2025-01-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: TN

Complaint narrative:
My name is XXXX XXXX XXXX. Approximately three months ago, I started working at a company called XXXX in XXXX, XXXX. After receiving my first two paychecks, I went to Chase Bank to open my very first bank account in the United States. Once my account was opened at the branch, I handed over my two paper checks to the bank representative to deposit them. I was informed that the funds from the checks would be credited to my account the next day. 

The following day, the funds were deposited into my account, but as soon as the funds became available, my account was frozen. Shortly after, I received an email from Chase Bank stating that I needed to contact them. I immediately called the bank to understand the situation and asked why my account had been frozen. 

The bank representative informed me that they were unable to verify the checks I had deposited, and for that reason, they had placed a hold on my account. I asked how this issue could be resolved. The representative advised me to obtain an official phone number from my employer and stated that they would use this number to contact XXXX payroll service center to verify my checks. 

Following their instructions, I contacted my employer and obtained the requested official phone number. I called the bank again and provided them with the number. However, the representative refused to call it. When I asked why, they explained that the number I provided was not listed in a public record, and therefore, they could not use it to verify the checks. 

I went back to my employer and explained the situation. They confirmed that the number was official and provided me with another number. Once again, I contacted the bank and gave them the new number. Unfortunately, they gave me the same response that the number was not listed in a public record and therefore could not be used. 

This process went on for days. I found myself calling the bank and my employer repeatedly, trying to resolve the issue. Over the course of about three months, I provided the bank with 10 to 15 different phone numbers as they requested. Yet, every time, I was told the same thing : The number is not listed in a public record, and we can not use it. 

I even pointed out to the bank representatives that the phone number of the payroll service center was printed directly on the checks I deposited. I urged them to call that number to verify the checks, but they refused to do so. 

As a last resort, I decided to visit the branch where I had opened my account. I explained the situation to the same bank representative who had assisted me when I first opened the account. He then relayed my issue to the branch manager. The branch manager personally came to speak with me, and I presented all the documents I had related to this matter. 

After hearing my story and reviewing the documents, the branch manager was also surprised by the situation. He took the checks and the phone number printed on them and attempted to resolve the issue by contacting Chases internal team. The branch manager even personally called the phone number printed on the checks to verify that it was valid. He confirmed that the number was correct. 

Despite his efforts, he returned to me after about 10 to 15 minutes and told me the same thing I had been hearing for months : that Chase Bank requires a phone number listed in a public record to verify the checks. 

It is important to note that XXXX is a global company with locations across the United States. It is shocking and frustrating that Chase Bank refuses to accept their payroll service centers phone number as valid and continues to hold my money. 

I have been caught in the middle of this issue with no resolution. Chase Bank accepted my checks, deposited the funds into my account, and then later claimed they couldnt verify the checks. As a result, they froze my account and eventually closed it. However, the funds approximately {$2000.00} remain in Chase Banks possession. 

This is a significant amount for me, as my monthly salary is {$2000.00}. The bank has now been holding my entire monthly salary for over three months. I am the one suffering from this situation, and I am left unable to access my own money. 

I am respectfully requesting that Chase Bank return my funds immediately. I can send copies of the two checks I deposited at Chase, including the check that has the payroll service center phone number printed on it. 

I sincerely hope you can assist me in resolving this issue. Thank you for your time and attention. 

Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation