Consumer complaint received 2023-04-16
Company: JPMORGAN CHASE & CO.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Non-sufficient funds and associated fees

Complaint:
On XXXX I received a text msg from Chase Bank stating my account had been overdrawn. When I reviewed our account activity I saw a check was written in the amount of {$6000.00}. Neither myself nor my husband had written a check for his amount. I then realized the check number matched a check we had written to our home owners association in the amount of {$480.00}. The check had evidently been stolen and altered. I went into the Chase Bank at XXXX XXXX XXXX XXXX, XXXX, Tx XXXX on XXXX. I spoke with a banker who had me fill out a Declaration of Unauthorized Endorsement or Altered Item form. She then faxed the form to the appropriate department and advised my money should be back in my account within 24-48 hours. After the money was not there after this time frame I went back to the same location and spoke to a different banker who advised the original employee was wrong and that check fraud cases usually take 30-60 days to resolve. On XXXX We received a call from XXXX  XXXX XXXX asking if we had written the check because they had a customer that attempted to cash it but they could tell it had obviously been altered so they did not give him the money. So I question how and why did Chase take {$6000.00} out of our account if the person was NEVER given the money. It has now been over 73 days and our money is still not in our account. When this originally happened we filed a police report with our local law enforcement agency and we filed a report with the United States Postal Police since the check was stolen from the mail. We have called Chase numerous times for status updates and they say they are waiting on XXXX  XXXX XXXX to respond and XXXX XXXX XXXX states Chase hasn't contacted them. They each keep blaming each other and no one will tell us where our money is. Now Chase is advising it could take 60-90 days. How are they able to keep pushing back the deadline? This transaction totally wiped out our checking account and made us have insufficient funds for various transactions. When I first went into the back I asked the banker if I needed to add money to my account to cover things and she said no, that everything should be fine. I can not believe that if I had no other financial means that Chase Bank would allow a 20+ year customer to become homeless because there was no money in my account to pay for my rent, food and utilities for over 2 months!!! We call chase several times a week and get nowhere. Now XXXX  XXXX XXXX is telling us the investigation is over and they are waiting on Chase to call them. On XXXX I filed a complaint with the XXXX XXXX XXXX and they notified me on XXXX that they had notified Chase of the complaint and were waiting on a response. On XXXX I contacted XXXXXXXX XXXX XXXX  investigates about the problem. They contacted me back the next day to see if Chase had resolved the issue yet which they had not. On XXXX I tried once again to call the contact at Chase executive office and the local branch manager for a status update but they just say they are still researching the problem after its already been 73 days. We dont know who else to turn to to get this issue resolved. Any help is greatly appreciated! 

Chase Bank case reference ID # XXXX XXXX  XXXX XXXX case reference ID # XXXX XXXX XXXX XXXX XXXX case # XXXX United States XXXX police case # XXXX

Company response to consumer: Closed with explanation