Consumer complaint received 2017-02-24
Company: JPMORGAN CHASE & CO.
State: OR
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
I have problem that involves Chase Bank and a check for {$400.00} that Chase " lost '' on XXXX XXXX, XXXX. It is a mortgage check that is paid monthly. In XXXX XXXX, XXXX sent me a " XXXX Annual Statement '' or summary of the XXXX payments in late XXXX. I noticed that there was a {$400.00} payment to Chase Bank on XXXX/XXXX/XXXX that was n't deposited. I checked my Chase Bank statements - no deposit in XXXX that was supposed to go into my XXXX XXXX Chase Bank account ( on XXXX XXXX. ). I went to Chase Bank and was referred by the Manager XXXX XXXX to XXXX XXXX whose title is " Relationship Banker ''. I gave XXXX this information : XXXX XXXX 's " Title Officer '' XXXX XXXX with her phone number, my statements from both XXXX 's summary of payments and Curry Title 's " Payment Notification '' dated XXXX XXXX, XXXX, and showed him my Chase Bank statements dated XXXX XXXX, XXXX thru XXXX XXXX, XXXX, and XXXX XXXX, XXXX thru XXXX XXXX, XXXX. These documents all collaborate my claim that no mortgage payment went into Chase Bank account in XXXX. XXXX called Manager XXXX to the scene and I had to tell and retell my problem. 

Manger XXXX said he would have the problem " researched '' and would get back to me. When he did n't call in over a week, I phoned and left a message for XXXX XXXX to call me. He did n't. So I phoned XXXX on XXXX XXXX, and he said the " {$400.00} does n't belong to me because XXXX payments were made in XXXX ''. " If they found the check '', he said, " they would return it to either XXXX XXXX (! ), XXXX (! ), or XXXX (!! ) ''. I told him XXXX XXXX said the check was stamped Chase Bank/deposited in Chase Bank. He said get a copy of the check. I asked XXXX to have Manage XXXX phone me asap. Manager XXXX never phoned me. 

I called XXXX XXXX on XXXX XXXX and requested a copy of the " lost '' check. Despite sending XXXX XXXX statements every month for four years, Title Officer XXXX XXXX emailed a copy of the check on XXXX XXXX to XXXX XXXX and, of course, I did n't receive it. I phoned her again on XXXX XXXX and she resent the copy to my correct email address. 

With the check in hand, I went to Chase Bank on XXXX XXXX, and Manger XXXX looked at me and immediately said " your case is closed because 'research ' could n't find the check ''. So I handed him the check and he said he would take care of it at another time. Oh, NO, I said and he got on his computer, supposedly called " research '' and, yes, they found the check. I asked where it had been deposited and he would not tell me. I asked him why Chase had n't requested XXXX XXXX 's copy of the check and Manager XXXX said he called XXXX XXXX ( despite having XXXX XXXX address ) three times. I said NO. She had never been called and then and there he called XXXX XXXX and found they close at XXXX and he had " called after hours '' three times (! ). He said " research sent me a letter ''. I said NO. He said he called me a number of times. I said NO as I have a landline and an expensive answering machine and had never received a call from him. 

I asked him to write down his bank 's regulatory agency. And he wrote down " Better Business Bureau XXXX, XXXX ''. I also asked him to write down the Chase district manager and he said there was n't one and that all Chase Banks are the same. Then I asked for the main Chase Bank in XXXX address and phone # and he wrote down " Chase Customer Support '' without a phone number in XXXX At that point, I asked him to honor the check. He said he had to " finish the process '' and that I would receive the " money in my account by XXXX ''. I will be XXXX XXXX XXXX in XXXX which means I will be beginning my XXXX year on earth. Chase did not do a single thing to find my " lost '' check.

Company response to consumer: Closed with monetary relief