Consumer complaint received 2020-04-24
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Cashing a check

Complaint:
On XXXX, I mailed my check in the XXXX county property tax envelope to pay for my property tax and dropped it in the blue mail collection box. The check showed up as cashed on XXXX with the amount of {$4000.00}. 

On XXXX, I received a letter from XXXX county tax collector regarding a delinquent property tax, which prompted me to review my account and the check image attached. It appears someone has stolen the check I sent out to pay for the property tax and the check has been forged under a different name. 

On the same night, I called the Chase Bank and its Customer service department to file a claim against the fraudulent check, and I was told they would get back to me within 30 days. 

On XXXX, I went to the XXXX XXXX Sheriff station to file a police report, but was told I need to prepare the documentation and call them, they will send the police over to my house to file the report. 

On XXXX, a police report was filed with the XXXX XXXX Sheriff station, with the report number XXXX. 

On XXXX, I received a notification from XXXX declining my claim, with the reason provided as I have passed the period of reimbursement. 

On XXXX, I visited the XXXX branch in XXXX XXXX and the bank associate has agreed to call their claims department for me to find out more on the details regarding my claim. 

On same day around XXXX, the associate called me back and informed me that the bank has determined the check was fraudulent and will credit the amount back to my account within 3~5 business days. 

On XXXX, I checked my bank account but didn't see the refund. Called the branch again and the associate has agreed to follow up with their claims department to determine the status. 

On XXXX, the bank associate called me back to inform me they provided the incorrect information last week and they are denying the claim due to the same reason, it has passed the reimbursement period. The associate did disclose the the check was not cashed in their bank, and she's trying to escalate this internally. 

My question is the bank has identified the check being fraudulent but is refusing to credit my account, mentioning it's over the reimbursement period. However was it the bank 's responsibility to verify if the check is valid, before paying it to whoever was cashing the check? Also initially I was informed that I will be getting the money back, but a week later the Bank decided against that decision and claimed the associate provided incorrect information. 

As a consumer I am not getting the type of support expected since XXXX knows that there's a problem with the check, it was stolen and cashed out by unlawful means, but still refused to return my money. Essentially XXXX is pushing the blame onto their consumer, expecting the consumer to absorb the damages and the loss by providing a reason that deem invalid in my opinion. I expect the bank I use to be the gatekeeper for my assets rather than pushing the blame to consumer when XXXX hits the fan.

Company response to consumer: Closed with explanation