Consumer complaint received 2020-04-29
Company: JPMORGAN CHASE & CO.
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Refund anticipation check
Issue: Problem with customer service

Complaint:
United States v JP Morgan Chase Bank Claim ID : XXXX Upon applying for this settlement before XX/XX/XXXX, I informed FHA Lawsuit on the application and sent a letter stating that I was divorced. I provided a copy of my divorce papers and asked that when the settlement comes to provide a 50/50 split payment on my behalf. 

On XX/XX/XXXX, I received the settlement check from the US v JP Morgan Chase Bank with the check being made in the borrower and co-borrowers name. At this time I called and emailed FHA Lawsuit and asked again for the check to be reissued as a 50/50 split payment on my behalf. On XX/XX/XXXX XXXX XXXX, Senior Project Manager replied, We are not able to revise the name under which the entire amount is reported. However, we can re-issue the amount as a split amount between the two borrowers along with revised tax documentation. 

On XX/XX/XXXX, I replied to XXXX, Yes could you re-issue the amount as a split amount between the two borrowers along with revised tax documentation. On XX/XX/XXXX XXXX replied, Thank you we will place your request on hold until after the void date of all checks. 

On XX/XX/XXXX, XX/XX/XXXX, & XX/XX/XXXX I made calls and emails to check on the status of re-issuing the new 50/50 split check. On XX/XX/XXXX, XXXX XXXX, Senior Project Manager replied, Your request to have the check split is on file with our office. However all reissues which will change the name of the payee in any way need to be held until after the void date of all checks, which will be XX/XX/XXXX. After this date, we will proceed with the reissuance of your check and checks to others similarly situated. 

On XX/XX/XXXX I sent another email inquiring when the new check will be issued, since its now well past the void date of the 1st check which was for XX/XX/XXXX. On XX/XX/XXXX XXXX, Claims Administrator replies, Our office is currently working with individuals requesting a check with a name change of some sort ( this includes requests to have a check split 50/50 as well as requests to issue a check to beneficiaries of individuals who are now deceased ). At this time, we unfortunately do not have an estimated date for the reissue distribution. 
Your patience is greatly appreciated as there are many individuals requesting name changes and/or check splits and we are actively working to complete all requests as quickly as possible. 

On XX/XX/XXXX, I have sent another email to FHA Lawsuit to check on the status again of re-issuing a new check. On XX/XX/XXXX, I emailed again stating, Hello. I last emailed you on XX/XX/XXXX in regards to this claim. I received the check dated XX/XX/XXXX today on XX/XX/XXXX in the name of the Borrower and Co-Borrower. You still reissued the check to me the same way you issued it in XXXX. I have waited more than 8 months and requested numerous emails and phone calls for you to split the check and issue my half in the name only. I do not have any contact with my ex and do not even know where she lives. Therefore, this check you sent can never be cashed. 

I would greatly appreciate it if you could reissue the check of my half in my name only and not take another 8 months to do it correctly. If there are any questions please email me. 

On XX/XX/XXXX, XXXX Claims Administrator replies, We do not yet have the date that the reissue will be mailed. All similar requests must be completed before any can be mailed. Thank you for your patience. 

I emailed again XX/XX/XXXX. Maybe, you do not understand the last email that I sent to you on XX/XX/XXXX. Can you have a supervisor call me at XXXX XXXX XXXX XXXX? Or whom else can I speak with to have this matter resolved promptly? 

The last emailed on XX/XX/XXXX explains that I received the new reissued check on XX/XX/XXXX. It was check # XXXX dated : XX/XX/XXXX. This check will expire on XX/XX/XXXX. 
The letter states that Funds which are not cashed by this date will not be reissued to borrowers and if there are any co-borrowers on your loan and you can not secure the required joint endorsement from the co-borrower that I can call or email you. 

Well, when I call ; I just get a tech that tells me someone will reach out to me and they will send an email of the problem for me. Well, No one has reached out to call me and your email reply is not helpful. You dont know when a new check can be issued and the letter states to call if there is a problem. 

Do I need to send you this check back to get a new split check issued in only my Name? Why do I need to let the check expire, when it is clearly Not my fault. The very first original check sent with both parties name was check # XXXX expiring XX/XX/XXXX. And I was told the check had to expire and then all people with these problems will be reissued a new check. Well I get the new check and the problem was not fixed. It was still issued wrong with both borrowers name instead of a split check. 

From the start of this process. I asked to have a split check and sent in my divorce documents showing proof that my ex and I are no longer together. 

I This check should have been a split check with my name only. 

I have attempted to reach out to FHA Lawsuit by phone and emails numerous of times with regards to this issue and Im still getting the run around. 
I emailed this issue on XX/XX/XXXX and XXXX XXXX responded on XX/XX/XXXX and XX/XX/XXXX. I emailed on XX/XX/XXXX and XXXX replies on XX/XX/XXXX. 
I emailed this issue on XX/XX/XXXX and you ( XXXX XXXX replied on XX/XX/XXXX. I emailed again on XX/XX/XXXX and you ( XXXX XXXX replied on XX/XX/XXXX. I emailed again on XX/XX/XXXX with the new check issued being wrong again and you ( XXXX XXXX replied. 

So do you now see where the problem lye. I am so frustrated with this process, because I have reached out numerous of times and I keep getting the same XXXX  XXXX time and time again. 
Can someone who can help to resolve this matter call me at XXXX XXXX XXXX XXXX. If not, what is your consumer complaint number or email?

Company response to consumer: Closed with explanation