Consumer complaint received 2020-07-18
Company: JPMORGAN CHASE & CO.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
XXXX XXXX - Chase Banking Background : Ive banked with since XXXX ( 24 years ) without issues of overdrafts or any negative events. I maintained a personal checking, savings account, and Home Equity Line of Credit ( HELOC ) in good standing my entire time as a Chase bank customers. All of my banking transactions are electronic, except for 1 check that I write monthly in the amount of {$580.00} payable to my eldest sons group home. He is XXXX  and I am his court-appointed guardian advocate helping him to manage is personal, medical, and financial events. All other check related events on my Chase checking account are mostly check deposits, usually from my grandmother ( XXXX XXXX ), reimbursing me for purchases made for groceries or other personal needs given she is elderly and unable to drive. 

XXXX XXXX - Checking Account Fraud Event : Over a 6 week period from XX/XX/XXXX XXXX XX/XX/XXXX I have either visited a local Chase bank at XXXX XXXX XXXX XXXX, XXXX, FL XXXX working directly with banking rep XXXX XXXX or called multiple times to the XXXX, option 3 ( Chase Fraud Claims Dept. ) to resolve the check forgery issue and get my funds reimbursed into my account. So far, all Chase has done is give me the runaround to-date. I kindly request assistance from CPFB given all of my attempts have been unsuccessful and a check forgery issue that Chase Fraud Claims stated on XX/XX/XXXX would only take 5 days to resolve has now turned in to 6 weeks with no resolution, no checking account reimbursement of my stolen funds, and no explanation or request for additional information from Chase. 

Heres the series of fraud events that transpired and actions that I have taken to resolve this issue with Chase Bank : XXXX : A person goes to a Chase Bank in New York and cashes 6 forged checks on my account. Check nos. XXXX - {$990.00}, XXXX - {$990.00}, XXXX - XXXX, XXXX - {$990.00}, XXXX - {$990.00}, XXXX - {$990.00}. All checks were made payable to XXXX XXXX, XXXX XXXX XXXX, XXXX, XXXX  XXXX. The signatures on the back of the checks do not match my signature either. They were stolen checks from XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, PA XXXX. I have never lived in Connecticut nor XXXX, neither conducted business with a XXXX XXXX XXXX, nor banked in any Chase location in New York or the other states aforementioned. I have always lived in Florida ( either XXXX or XXXX XXXX ). 

XX/XX/XXXX : The forged checks are returned unpaid by XXXX bank. 

XX/XX/XXXX : I checked my checking account online via the Chase app as I do every 2-3 days to check my balance and activity. It a pre-caution I take because I am paperless with Chase and dont receive bank statements via mail. And, my sister works for the XXXX  and has trained us to be extremely watchful for online fraud activity. I noticed that Chase had deducted from checking account the unpaid forged checks. I immediately call Chase to report unrecognized activity on my checking account and notify them that my account had been compromised. They transferred me to the Chase Claims Dept. who froze my compromised checking account ending inXXXX, opened a case, and told me that my funds would be replenished in 5 days. 

XXXX : Due to COVID limited Chase locations are open for in-bank support. I eventually found a nearby Chase location that was accepting in-house support at XXXX XXXX XXXX XXXX, XXXX, FL XXXX and made an appointment. XXXX XXXX was the banker who assisted with opening a new checking account ending inXXXX. 

XX/XX/XXXX : I called Chase bank to check on the status of the fraud case and reimbursement of my funds thinking in 5 business days the issue would be resolve as Chase Fraud Rep stated on XX/XX/XXXX when I reported the fraudulent event ( check forgery ) on my checking account. They told me that I now needed to complete an Affidavit of Unauthorized Signature or Altered Item, get it notarized, and return it to the bank via fax to their Customer Claims Support Dept. in XXXX XXXX, TX ( fax : XXXX ). The Chase rep said I could go to the bank and obtain the form or they would mail the affidavit form to my home address. 

XX/XX/XXXX : I opted to go to the bank and obtain the form. So, I called XXXX XXXX at the Chase XXXX XXXX XXXX branch and he downloaded the form. I picked up the form from XXXX the same day. 

XX/XX/XXXX : I hand deliver the signed and notarized affidavit to XXXX XXXX at the Chase XXXX XXXX branch. He faxes the form directly to the Chase Claims Dept. as stated of the affidavit at XXXX in XXXX XXXX, TX. He also provides his name, contact number, bank branch name on the affidavit so that Chase can clearly see that a local bank rep had received the form and assisted. 

XX/XX/XXXX : I waited 5 business days and followed up again calling the Chase Claims Dept. at XXXX, option 3 ( Check Forgery Group ),  to check the status of the fraud claim and funds reimbursement. The initial rep gave me the standard no update, call back in 5 days. I refused and escalated to a supervisor because I was tired of getting the runaround and the 5 days resolution that I was told would occur back on XX/XX/XXXX had now turned into several weeks. The rep transferred me to a Claims Supervisor, XXXX XXXX. She stated they did not receive the signed affidavit that XXXX XXXX, XXXX Branch Rep, had faxed back on XX/XX/XXXX. I conferenced in XXXX XXXX who confirmed he faxed in the affidavit from the XXXX Branch location. XXXX then gave XXXX her direct Chase email account and asked XXXX to scan and email the signed affidavit. He did while I was inside the bank with him and XXXX confirmed receipt of the emailed affidavit and supporting documents. XXXX said he could not copy me on the email to XXXX because he was only allowed to send emails to personnel within Chase bank. XXXX XXXX committed to calling me back within that same week to provide an update on the status of my claim. 

XX/XX/XXXX : I did not hear back from XXXX XXXX, Chase Claims Dept. Rep, as she committed on XX/XX/XXXX so I called the XXXX, Option 3 ( Forged Checks Group ) again to check the status of my claim. This time I spoke with XXXX who confirmed that the affidavit was received, there was no notes on the claim that Chase needed anything further from me, and that she would escalate it to a Claims Supervisor to determine when a decision would be made and my funds reimbursed. She asked me to call back in 2-3 days ( the same statements made to me since opening the Fraud Claim back on XX/XX/XXXX ). Now, 4 weeks has transpired and I am still getting the runaround from Chase. 

XX/XX/XXXX : Due to the XX/XX/XXXX holiday I waited until XX/XX/XXXX to call in to the same Chase Claims Dept. number mentioned previously and check my claim status. XXXX was the rep I spoke with again. She remembered me because during our last call we spoke casually about the COVID situation and I explained in detailed the check forgery situation on my account. She told me there was no update and to call back in 2-3 days. 

XX/XX/XXXX : I called into the Chase Claims Dept. ( same number as before ) and this time spoke with XXXX an Claims Supervisor. At first she was really terse with me and non-committal on helping me beyond the call back in a few days statement. But, I persisted and she agreed to escalate the issue again. During my call with her I explained in detail that I have been a customer with Chase for 24 years, never had an issue with any of my accounts, and that Chase was not treating me like a valued customer. She agreed and said my story checked out from the account history she was viewing online. She escalated my issue and took my cell number stating she would speak with her supervisor when he/ she arrived to work and call me back the next day with a claims update. 

XX/XX/XXXX : XXXX never called me back. So, I called the Claims Dept. again ( hopefully you see the pattern here of stonewalling by Chase Bank ).  I spoke with XXXX, Claims Account Supervisor, after escalating and refusing to accept no update from the initial rep. XXXX stated the affidavit was not received which disputes the email confirmation from XXXX XXXX on XX/XX/XXXX that she received the emailed docs from another Chase Bank Rep ( XXXX XXXX XXXX XXXX XXXX Branch ). I conferenced in XXXX XXXX who confirmed with XXXX that he personally faxed the affidavit on 2 previous occasions and that he spoke with XXXX on XX/XX/XXXX who confirmed she received the email with the affidavit. XXXX said that XXXX needed to call him back to confirm his identity because he couldnt do so while I was on the phone with them. XXXX agreed and call back and re-send the affidavit to XXXX. XXXX called me back the same day to confirm that he had once again sent the signed affidavit to the Chase Claims Dept. 

I will follow-up again with Chase Claims Dept. on XX/XX/XXXX in hopes of finally getting the claim closed and my fund reimbursed. But, I am doubtful given the series of events and delays from Chase thus far. I kindly request CPFB support in getting Chase to do the right thing at this pointreplenish my funds and close this claim. Feel free to contact me at XXXX if you need additional information or support to bring this matter to prompt resolution with Chase bank. 

Kind regards, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX

Company response to consumer: Closed with monetary relief