Consumer complaint received 2023-01-15
Company: JPMORGAN CHASE & CO.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XX/XX/2022, I learned that two checks that I had placed in the mail had been stolen, washed, and rewritten for much larger amounts, and a total of {$15000.00} had been stolen from my checking account. The first check was stolen in XX/XX/2022 and the second check was stolen in XX/XX/2022. I reported this to my local Chase branch in XXXXXXXX XXXX  and filled out the required affidavits and other forms to submit to the bank 's check fraud department. The bank refunded the amount that was stolen as a result of the second check. However, it did not refund the money that was stolen as a result of the first check ( {$6200.00} ). Therefore, this complaint will focus on the first check ( check number XXXX ). 

I mailed the first check on XX/XX/2022. The thief stole it out of the mailbox that night and cashed the check on XX/XX/2022. Chase denied my refund request regarding the first check because I reported the theft 35 days after the bank 's reporting time limit had elapsed. However, on XX/XX/2022, someone ( presumably the person who stole the check ) called Chase and transferred {$12000.00} from my savings account to my checking account. This transfer occurred without my knowledge, permission, or authorization. I have never transferred money over the phone. Chase failed to properly identify the person who impersonated me over the phone. 

( And on XX/XX/2022, which was right after the second check was stolen, the thief or one of his associates transferred {$30000.00} over the phone from my savings account to my checking account ; the bank failed to properly verify his identity on that occasion, as well. ) If Chase had not allowed the thief to transfer {$12000.00} from my savings account to my checking account on XX/XX/2022, the day before he cashed the first check, then I would have learned about this fraud much sooner, and I would've reported it within the XXXX day time limit required by the bank, because I would have received a text message from the bank saying that my checking account balance had fallen below {$500.00}. I would have immediately inquired as to why my balance had fallen that low because I'm always very careful to have enough funds in my checking account. 

Therefore, I request that Chase refund the {$6200.00} that was stolen from me as a result of the thievery of the first check and the unauthorized transfer of funds from my savings account to my checking account. Ever since I learned of the theft of my checks in early XXXX, I have spoken to numerous Chase staff members regarding the first check, and I appealed the bank 's denial of my refund request. However, the bank still refuses to grant my request, which is why I am filing this complaint with the CFPB. 

Among the documents that I have attached to this complaint, I have included two statements for my checking account showing the unauthorized telephone transfers that occurred on XX/XX/2022, and XX/XX/2022. I also have attached a copy of the first forged check and a copy of the bank 's letter denying my request to return the money that was stolen from me as a result of the first forged check.

Company response to consumer: Closed with explanation