Consumer complaint received 2021-06-29
Company: JPMORGAN CHASE & CO.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
We posted a motorcycle for sale on XXXX. An interested party e-mailed us and said they wanted to buy the bike. They asked us if we would pay the shipper. Which we agreed to. The potential buyer sent us a check for the bike and the shipping fee. ( {$6500.00} for the bike and {$3300.00} for the shipping ). On XX/XX/2021, the check was sent via USPS to us from the potential buyer for {$9800.00} and we deposited the check at Chase Bank in XXXX XXXX, Illinois at the XXXX branch. We went to the bank the next day XXXX XX/XX/XXXX ) and asked if the check was good and if it had cleared. I told the teller that we were concerned about the check and that we were disbursing funds from the check so we wanted to make sure it was a good check. The teller at the bank said yes the check was cleared. We sent {$3300.00} to the shipper. The cash was sent via XXXX. 

The next day the XX/XX/XXXX the buyer backed out of the deal. He requested his money back. We sent {$5000.00} on the XXXX and {$1500.00} on the XXXX via XXXX. On the XXXX via USPS, we received a letter from Chase dated XX/XX/XXXX that the check was fraudulent ( attached ). Too late, the money had already been sent. 

After the letter was received we sent an e-mail to the e-bay law enforcement, filed a fraud complaint with the FTC and USPS, called the local XXXX XXXX police and the local police in from addresses on the check and USPS envelope provided by the potential seller and went to Chase to discuss the situation. 
The following is a summary of the responses or lack of responses : 1. The XXXX XXXX police stopped by our home and said there was nothing they could do and suggested but we contact Chase. We also contacted the local police departments of the city on the address of the check and the return address on the USPS envelope. They could not do anything. All the information regarding fraud on internet sites directs the victim to contact their local police department. Yet when contacting them they do nothing? 

2. a. At Chase the VP of the Branch contacted us and told us that there was nothing they could do. That when the teller indicated the check was good, it does not mean it was completely cleared since the bank on which the check was written ( in this case XXXX XXXX XXXX still has the opportunity to review the check. And that allowing the funds to be available was a " courtesy. '' It is not a courtesy when a customer specifically asks if a check is clear and good. How can the bank employee indicate that the check was cleared when we specifically indicated that we had concerned about the check and that the money was being transferred based on the availability of the cash from the check deposited? In addition, I have been a longtime customer of the bank and have had many communications from them via e-mail alerts, texts and phone calls. Yet, according to the VP of the branch, it is Chase 's policy to notify a customer of a fraudulent check via USPS mail. Isn't the bank facilitating these scams by these antiquated policies? Don't they have the responsibility to alert the customer ASAP? Wouldn't that reduce the amount money many millions of people are losing to these scammers! Why don't their employees ( e.g. the Teller ) warn the customer of these scam schemes? 

The next day the XX/XX/XXXX the buyer backed out of the deal. He requested his money back. We sent {$5000.00} on the XXXX and {$1500.00} on the XXXX via XXXX. On the XXXX via USPS, we received a letter from Chase dated XX/XX/XXXX that the check was fraudulent ( attached ). 

After the letter was received we sent an e-mail to the XXXX law enforcement, filed a fraud complaint with the FTC, called the local XXXX XXXX police and the local police of addresses provided by the potential seller and went to Chase to discuss the situation. 
The following is a summary of the responses or lack of responses : 1. The XXXX XXXX police stopped by our home and said there was nothing they could do but we should contact Chase. We also contacted the local police departments of the city on the address of the check and the return address on the USPS envelope. They could not do anything. All the information regarding fraud on internet sites directs the victim to contact their local police department. Yet when contacting them they do nothing? 

2. a. At Chase the VP of the Branch contacted us and told us that there was nothing they could do. That when the teller indicated the check was good, it does not mean it was completely cleared since the bank on which the check was written ( in this case XXXX XXXX XXXX still has the opportunity to review the check. How can the teller indicate that the check was cleared when we specifically indicated that we had concerned about the check and that the money was being transferred based on the availability of the cash in the account? In addition, I have been a longtime customer of the bank and have had many communications from them via e-mail alerts, texts and phone calls. Yet, according to the VP of the branch, it is Chase 's policy to notify a customer of an fraudulent check via mail. Isn't the bank facilitating these scams by these policies? Don't they have the responsibility to alert the customer ASAP? And wouldn't that reduce the amount money many millions of people are losing to these scammers! Why don't their employees ( e.g. the Teller ) warn the customer of these situations and Chase train them to do so. 
b. At Chase when meeting with the VP of the branch, we asked if there was a way to contact XXXX. She said no that the bank has no contact and my only way to try is online. Online the XXXX website has no phone number and when going through the fraud reporting website, it specifically says if the money was sent via a bank, that the customer should contact and work through the bank. But when I go to the bank and ask them to contact XXXX, they can not? However, see below on the second conversation with the Chase Branch VP and her claim involving XXXX. 
c. We also called Chase 's customer service number and discussed the suspicious behavior of this transaction. I was connected with the fraud department. We were concerned the scammer could have access to our account via XXXX. They felt comfortable they did not. However, at that point, after explaining the situation, the person did not warn us about these type of scams which they have to know about. Why doesn't Chase even educate those in the fraud department to warn customers of these scams? 
c. Upon a second call with the Branch VP, they did agree to attempt to contact XXXX and filed an internal case investigation. The report # provided by the Chase was XXXX. I was told I could not see a copy of the report. How does that equate to customer service? 
d. Upon my suggestion, I told the branch VP that at minimum she should report the e-mail addresses provided by the scammer to XXXX. She indicated they she spoke to her IT to put them on alert.

HERE IS MY COMPLAINTS : 1. How can a bank tell you that a check deposited cleared even when the customer is showing concerns about the check being suspicious when it is not actually cleared ( i.e. funds distributed from the payor 's bank account )? 
2. How can they do all important communicates that protect them from losing money and promote selling more services ( e.g. notifying of large purchases, selling more services ) by e-mail and phone yet not for a fraudulent check? Chase by not reimbursing us for the funds or others who lost money from scammers, has no accountability for their actions and their policies and procedures are only facilitating these criminals. There policy of sending fraudulent check information to a customer via USPS is facilitating the scammers process of stealing money and they know it. The FTC on their website even has an explanation of how these scam works. 
3. Why is Chase not training their people to inform customers of scams when showing concern about a check? 
4. a. Why is Chase, not doing anything to stop these scammer and not taking responsibility for their actions? 

b. At Chase when meeting with the VP of the branch, we asked if there was a way to contact XXXX. She said no that the bank has no contact and my only way to try is online. Online the XXXX website has no phone number and when going through the fraud reporting website, it specifically says if the money was sent via a bank, that the customer should contact and work through the bank. The bank after our second conversation filed a claim with their claims department who filed a claim with XXXX who attempts to recover the funds from the depositing bank. We have not heard back on this claim. 
c. We also called Chase 's customer service number and discussed the suspicious behavior of this transaction. I was connected with the fraud department. We were concerned the scammer could have access to our account via XXXX. Chase felt comfortable our account was protected. However, at that point, after explaining the situation, the person did not warn us about these type of scams which they have to know about. Why doesn't Chase even educate those in the fraud department to warn customers of these scams? 
d. Upon a second call with the Branch VP, they did agree to attempt to contact XXXX and filed an internal case investigation. The report # provided by the Chase was XXXX. I was told I could not see a copy of the report. How does that equate to customer service? 
e. Upon my suggestion, I told the branch VP that at minimum she should report the e-mail addresses provided by the scammer to XXXX. She indicated they she spoke to her IT to put them on alert.

SUMMARY OF THE COMPLAINTS : 1. How can a bank tell you that money is available from a check deposit even when the customer is showing concerns about the check being suspicious? 
2. How can they do all important communicates that protect them from losing money and promote selling more services ( e.g. notifying of large purchases, selling more services ) by e-mail and phone yet not for a fraudulent check? Chase by not reimbursing us for the funds or others who lost money from scammers, has no accountability for their actions and their policies and procedures are only facilitating these criminals. There policy of sending fraudulent check information to a customer via USPS is facilitating the scammers process of stealing money and they know the bank 's delayed process. The FTC even indicates how this scam works. Why don't the banks do anything to protect their customers? 
3. Why is Chase not training their people to inform customers of scams when showing concern about a check? 
4. Why is Chase, not doing anything to stop these scammer and not taking responsibility for their actions? 


Thanks for assisting in helping us change the outrageous unaccountability of Chase and other banks in stopping these criminals.

Company response to consumer: Closed with explanation