Consumer complaint received 2023-08-10
Company: JPMORGAN CHASE & CO.
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
We are seeking return of funds to a Chase Bank checking account that were stolen by a former XXXX client through check fraud. The problem holding up the return of stolen funds to the Chase Bank account is the simple failure of Chase Bank and XXXX to communicate with each other. The check fraud and responsibility for recovery is not in dispute by either bank. Funds are not being returned to Chase Bank by XXXX simply because the two major banks are unable to communicate between their respective Check Fraud departments to obtain the necessary documentation for fund recovery. Neither Chase Bank or XXXX acknowledges receipt of correspondence from the other bank via letter, fax, or e-mail. They both further refuse 3-way calls between the banks, hosted by the impacted client to facilitate communication between the banks. Help is kindly requested from the Consumer Finance Protection Bureau to have Chase Bank communicate with XXXX to recover stolen funds through check fraud as the two banks are unable to communicate on their own. We recognize it sounds ridiculous and unprofessional that two major banks are unable to communicate which is why we reached out to the regulator, Office of the Comptroller of the Currency who in turn directed us to the Consumer Finance Protection Bureau to seek assistance. 

Abridged Summary : A check fraud case was opened with Chase Bank on XX/XX/XXXX, 2 days after discovery of stolen funds through check fraud for a Chase Bank check # XXXX written on XX/XX/XXXX and cashed by a XXXX client XXXX XXXX on XX/XX/XXXX. Online check image examination showed Check # XXXX had a very obvious and blatant altered and forged payee, an altered and forged memo, and an improper and forged endorsement on the back. Chase Bank provided the name of XXXX as the depositing bank. After delays due to miscommunication and negligence by Chase Bank, Chase Bank sent a claim letter to XXXX for recovery on XX/XX/XXXX. Chase Bank sent a second letter to XXXX on XX/XX/XXXX and notified the client on the same date that the check fraud claim was being closed, and for the client to contact XXXX directly for recovering their funds. Chase Bank claimed they were closing the check fraud claim opened on XX/XX/XXXX because XXXX did not respond to either of Chase Banks two letters. After a month of continued effort to recover funds with Chase Bank with no progress, XXXX was contacted on XX/XX/XXXX and XXXX in the XXXX XXXX XXXX Department stated that XXXX had opened Case Number XXXX in XXXX XXXX XXXX on XX/XX/XXXX and that Check # XXXX from Chase Bank XXXX XXXX altered and caught by the XXXX systems XXXX Why XXXX processed a blatantly forged and altered check that was flagged by their system was unanswered. XXXX from XXXX suggested going to the local XXXX branch with the evidence and requesting assistance. On XX/XX/XXXX we went to the local XXXX branch and provided the affidavit submitted to Chase Bank on XX/XX/XXXX, proof of alteration submitted to Chase Bank on XX/XX/XXXX, and letters from Chase Bank. After a month of communication with XXXX, XXXX opened Case # XXXX and assigned XXXX XXXX from the Enterprise Client Relations Team to support us. After months of working with XXXX XXXX since XX/XX/XXXX, XXXX has specifically acknowledged that funds will be returned when valid documents are received from Chase Bank. XXXX XXXX XXXX XXXX sent an XXXX XXXX XXXX and XXXX XXXX to Chase Bank on XX/XX/XXXX and XX/XX/XXXX respectively. In multiple calls to the Chase Bank Check Fraud department, Chase Bank claims no letters were received from XXXX. In short, help is requested from the Consumer Finance Protection Bureau because Chase Bank and XXXX are unable or unwilling to communicate to return stolen funds, with Chase Bank abandoning their client. 

Instructions above state not to provide personal information at this stage. Reference information below. 

Chase Bank Internal Reference Numbers provided by XXXX on XX/XX/XXXX XXXX XXXX Claim # XXXX Check # XXXX XXXX Case XXXX : Case No : XXXX being worked by XXXX XXXX XXXX XXXX XXXX Original Case No : XXXX from XX/XX/XXXX, provided by XXXX. 

Additional Information Available Upon Request : Copy of Altered and Forged Check ( written XX/XX/XXXX, deposited XX/XX/XXXX ) Declaration of Unauthorized Endorsement or Altered Item ( Affidavit ), XX/XX/XXXX Proof of Alteration, XX/XX/XXXX Letters from Chase Bank to the Client ( multiple ) Letters from Chase Bank to XXXX XX/XX/XXXX and XX/XX/XXXX Bank Statements, Account Numbers, Names Letter from XXXX to Client assigning Case No : XXXX dated XX/XX/XXXX Unabridged documentation of all communication between Chase Bank and XXXX - Detailed proof of Chase Bank negligence with respect to their client Call recordings from Chase Bank and XXXX Bank E-mails to Chase Bank and XXXX ( many )

Company response to consumer: Closed with explanation