Consumer complaint received 2023-09-12
Company: JPMORGAN CHASE & CO.
State: MI
Product: Money transfer, virtual currency, or money service
Sub-product: Money order, traveler's check or cashier's check
Issue: Fraud or scam

Complaint:
XX/XX/XXXX - I setup a bill pay via Chase.com to pay a vendor from my business account. I have done this many times over the years. Chase processes the request by sending a check to my vendor. Chase sends the check from their secure location with their signature and accounts. The money is pulled from my account. The check Chase sent was XXXX for the amount of {$4500.00} to XXXX XXXX XXXX. 

XX/XX/XXXX- XXXX XXXX XXXX contacted me to advise they never received the payment. I logged on to Chase.com. The check had cleared and was paid. I downloaded the screenshot of the cashed check that Chase sent directly from their facility. The check appeared to be scrubbed and did not list XXXX XXXX XXXX as the payee. XXXX XXXX XXXX was the new payee on the check with the address listed as XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX, IL XXXX. On the back of the check was XXXX 's signature with the statement, " For XXXX XXXX XXXX Only. '' It appears the check was processed by " XXXX XXXX ( XXXX XXXX, CA ) XXXX XXXX XXXX XXXXXXXX '' on XX/XX/XXXX. 

XX/XX/XXXX ( Continued ) - I went to my local Chase branch to get their help in resolving the issue. XXXX XXXX XXXX at the XXXX XXXX XXXX spent 2 hours with me putting together the claim to submit to Chase 's fraud department. She assured me it would be taken care of within 90 days. The claim number is XXXX. Chase deposited {$4500.00} into my account stating, " Reversal : Online Payment XXXX. '' XX/XX/XXXX- Chase removed the {$4500.00} from my account stating, " Claim reversal : Online Payment XXXX. '' XX/XX/XXXX - I contacted XXXX XXXX XXXX at Chase via email as well as XXXX XXXX XXXX for explanation as to why they removed the {$4500.00} from my account for my fraud claim. They advised they couldn't assist and it was escalated to a case worker with the branch escalation group. 

XX/XX/XXXX - I emailed XXXX and XXXX at Chase to see if they had an update. They did not reply. I called the claim phone number for Chase. They advised they'd been sending letters to XXXX XXXX, but they haven't responded so there was nothing Chase could do. I decided that Chase was already passed the 90 day period for fraud claims so I needed to contact XXXX XXXX who deposited the check to try to get the money back myself. I spoke to XXXX at XXXX XXXX at XXXX XXXX. He said he could see Chase filed a claim against them and didn't see any reason it wouldn't be paid out. Their case number was XXXX. 

XX/XX/XXXX- XX/XX/XXXX - I contacted both XXXX XXXX and Chase many times via their customer service lines. Both of them said there was no action as XXXX XXXX wasn't responding to Chase 's letters so Chase couldn't do anything. XXXX XXXX would often put me on hold when they found out I was calling about the claim then the line would go dead. At one point, I spoke with a kind woman at XXXX XXXX. She could see they closed the claim, but she reopened it and escalated it as she could see the check was fraudulently deposited. She said her managers would be contacting Chase to get this claim sorted. Additionally, when I spoke with a customer service agent with Chase he advised that the situation at Chase was not going well, and I should file a claim against Chase and XXXX XXXX with the Consumer Financial Protection Bureau. 

XX/XX/XXXX - I went back to my local chase branch to speak with XXXX XXXX. He apologized profusely and said he would internally handle this for me before the end of the week. 

XX/XX/XXXX- XXXX advised that Chase would not pay out the claim, because XXXX XXXX hadn't paid them. I argued that Chase sent the check themselves, and I use their services to protect myself from fraud. He agreed and advised that I file a claim against Chase and XXXX XXXX with the Consumer Financial Protection Bureau. 

XX/XX/XXXX ( Continued ) - I emailed and called XXXX XXXX at Chase. She is the XXXX XXXX of Chase XXXX Banking in XXXX XXXX. I explained to her the situation. She said she would help. She asked me to file a police report as well as file a report with the FBI. 

XX/XX/XXXX - I filed a claim with the XXXX XXXX Police Department. The claim is XXXX. I also filed a claim with the FBI per XXXX 's request. 

XX/XX/XXXX- XX/XX/XXXX- XXXX passed me off to XXXX XXXX XXXX. We played phone tag and emailed. He said he would keep escalating. I emailed he and XXXX several times. They have stopped answering. He told me to call a man named XXXX. I called and left him a voicemail, but I didn't get anywhere with him either. 

XX/XX/XXXX - I emailed a XXXX XXXXXXXX XXXX to XXXX and XXXX that showed that XXXX XXXX XXXX was arrested again this spring for check fraud. I was hoping this would help them pay the claim by showing he was arrested. They didn't even answer my email.

Company response to consumer: Closed with explanation