Consumer complaint received 2022-12-23
Company: JPMORGAN CHASE & CO.
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XX/XX/XXXX, Chase Bank posted a check for {$1000.00} to be withdrawn from my account. The check was forged. It had been stolen from the HOA company po box it had been sent to. Washed, except for my signature, and refilled out for a different amount and recipient. The check had been done as a mobile deposit through XXXX XXXX XXXXXXXX. I notified Chase Bank on XX/XX/XXXX of this issue and went to the local branch to file a Declaration of Unauthorized Endorsement or Altered Item form. I have duplicate checks, so I was able to show them who the check was originally written for and the amount. They said since it was within 24 hours, they would be able to reverse the charge. This didn't happen. I also filed a police report with the XXXX Police Department in North Carolina. When I called the Fraud department on XXXX, I was told by XXXX they hadn't received the form even though the branch had faxed it to them on XXXX. I went back to the branch, and they refaxed it to the fraud department and called to confirm they received it to ensure there was no other issue, but now it could take up to 30 days due to the delay of them getting the form. I also gave them the police report # XXXX that had been filed on XX/XX/XXXX, because that's when I was told they needed it. On XX/XX/XXXX, I called the XXXX Department again and spoke with XXXX and was told they were investigating the matter and it could take up to 60 days since involved another bank. The time had now been increased again. On XX/XX/XXXX, the same check ( though they changed the last two numbers on it ) was put through again for {$500.00}, had been made out to the same recipient, and mobile deposited through the same XXXX XXXX XXXXXXXX. I immediately called the Fraud Department and was told my account should have been closed and a new one set up when the first incident happened, but no one told me this when I notified them of the issue. I went back to the branch they helped me with the situation and apologized but said the account had to be open in order to give me the money back, but they would now set up a new account for free, till that money could be recovered. I told them they had a digital footprint on both of these transactions, and it was not fair that I was out this money due to them mishandling the situation. They were kind enough to give me back the {$500.00} taken from the account, but nothing was done about the initial {$1000.00}. I've called the Fraud Department back 6 additional times since then and been told each time that they are waiting on XXXX XXXX  XXXX to refund the money so they can return it to me. On XX/XX/XXXX, I even spoke with a supervisor who told me that it could take up to 120 days from that day to resolve it, which makes it XX/XX/XXXX. This is grossly unfair, and I stressed that to them, but was told that all financial banks did it this way. I wasn't negligent with my checks. It was originally sent to our HOA XXXX XXXX XXXX XXXX, NC. I notified them within 24 hours of the forged check, and they refuse to give me back my money because they are waiting on XXXX XXXX XXXXXXXX. Both banks have digital footprints on these transactions so it's completely unacceptable that they aren't fixing the issue. They are federally insured of any money transgression against them, but they don't protect their customers from problems with their policies. As of XX/XX/XXXX I still have not gotten my money back and they still say it could take up to 120 days, so we are now past the XX/XX/XXXX date. When do they have to make right on this situation?

Company response to consumer: Closed with monetary relief