Consumer complaint received 2023-11-01
Company: JPMORGAN CHASE & CO.
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
I had money fraudulently withdrawn from my Chase checking account on XX/XX/2023. Someone forged a check from the account and deposited it using a mobile app. ( Apparently to another Chase bank. ) Since reporting the fraud as soon as it posted to my account, I've been unsuccessful in getting any answers from Chase 's fraud department. What I have received instead are excuses and delays, with repeated requests by Chase for information that I had already provided ( and have documented ). 

Chase 's communications with me have been piecemeal, not transparent, and uncoordinated, leaving me with the impression that resolving this fraud is unimportant to Chase. 
Here is the timeline of events. Please advise if you need specific documentation or additional details. 


- XX/XX/2023 : I reported a fraudulent check in the amount of {$5000.00} to Chase, when it first posted to my account. 

- The fraudulent check was deposited electronically via a JPMC bank, as seen in the check image. This presumably means this fraud case would fall under protections afforded electronic banking.

- Chase failed to flag the check as fraudulent, even though the withdrawal amount of {$5000.00} was well over our threshold for account withdrawal alerts. We received no fraud alert from Chase about this transaction at any time. 

- That day ( XXXX XXXX XXXX ) I called Chase and was instructed to go to a bank branch to handle reporting. I went to a Chase bank branch in person to provide details of the fraud, freeze the affected checking account, and open a new checking account. During that visit I asked about reimbursement of the stolen funds. I was told by the Chase representative that the funds would be deposited back to my checking account " within 24 hours. '' That never happened. 

- Several days after that visit that I informed by Chase ( via secure message on Chase.com ) that I needed to complete a UCC Forgery Practice Document. 

- XX/XX/XXXX- I returned to the same Chase Bank branch in person, and completed the UCC report with a Chase representative, who faxed it to the Chase Fraud Department. 

- XX/XX/XXXX- I contacted Chase via the Chase.com online secure message center inquiring about status and reimbursement. 

- XX/XX/XXXX Chase replied online that a police report was needed for the claim. ( This was the first time anyone from Chase mentioned this part of the puzzle. ) - XX/XX/XXXX I submitted the police report via Chase.com secure message center. 

- XX/XX/XXXX I received this message from Chase via the secure message center : " Additional information : The Police report has been processed to be uploaded to your claim which may take 1-2 business days for processing. '' - XX/XX/2023 I wrote to Chase via Chase.com secure message center asking about status of claim, as it's been 1 month since submission of the police report. 

- XX/XX/XXXX Chase sent me this reply : " Claim Status : Claim Closed. Additional information ( if applicable ) : In order to proceed with the claim, we require a detailed Police report is needed to proceed with the dispute. '' I replied stating that I had confirmation that Chase received and was processing the police report. 

XX/XX/XXXX I received this reply from Chase : " Your claim is still under review. Once our research has been completed, a letter will be sent to you regarding the outcome. '' XX/XX/XXXX I called the Chase fraud department for an update and am told by a representative that they need a police report. I explain that I had sent it, that Chase confirmed receipt and it was in process. I ask to speak with a supervisor and after a short pause I am disconnected from the call. 


Chase has been either intentionally stonewalling any resolution, or they're incompetent to handle it given their uncoordinated systems. I just want the stolen money reimbursed to my account and to move on.

Company response to consumer: Closed with monetary relief