Consumer complaint received 2020-01-08
Company: JPMORGAN CHASE & CO.
State: NV
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I have communicated with the following people from JP Morgan, Chase Bank ( claims department ) : Claims CRP 's : XXXX, XXXX or XXXX, XXXX Claims Supervisor : XXXX Claims Manager : XXXX I put in a complaint with XXXX, ( from the claims department ) back in XXXX about check # XXXX, which was withdrawn from my account illegally because it was stolen and cashed. I asked XXXX if I could file a police report because I wanted to press charges. She confirmed that once, they mailed me the information I could take it to the police and file a police report. She further told me that it would take 30-days to hear back from the claim department about the investigation. The check was written and mailed out on XX/XX/XXXX and cashed on XX/XX/XXXX. My sister, in Michigan never received the check. Furthermore, I was told by XXXX or XXXX that they were escalating the case and my funds would be in my account by Friday XX/XX/XXXX. I found out on XX/XX/XXXX that she did not escalate the investigation, from another person in claims, ( either XXXX or XXXX ). I  asked to speak to a manager, that was XXXX, who only relayed the same information that the complaint was being escalated and it would take 1-2 days just to hear back from them again, after exceeding their own 30-day policy of having information for me. I related that this was not acceptable because I already reached the 30-days deadline, and the money taken was needed for paying a bill of mine. XXXX asked me if I filed a police report yet, I stated no because I was told previously by ( XXXX ) I can't file a report without the bank investigation report. XXXX then stated, " No, you need to file a report because we will not release any information until the police report is filed '' I then asked to speak to someone over her. 

After talking to the bank manager, XXXX, XX/XX/XXXX He claimed that the bank has no legal obligations to ensure that a fraudulent check is being cashed, nor are they responsible to provide information about the circumstances in which the check was cashed. He stated that the bank tellers go through many checks and have no obligations to check for accuracy of the identification to the check and account. This is clearly false and goes against their own standard operating procedures. Also, I was charged two ( 2 ) overdraft fees because of the money that was taken illegally from my accounts. 

The claims department failed to do the most basic fail-safe precautions to keep my check from being fraudulently cashed and is refusing to cooperate and give me any information in regards to getting my money back from the original check, overdraft fees that resulted from the fraudulent cashing of the check, and withholding information so that I may further pursue prosecution of said fraudulent individual. They allowed the check to be cashed with no signature, without matching it with proper legal documentation of id to match the name on the check that it was written out to. The check was out of date being XX/XX/XXXX and it was cashed on XX/XX/XXXX. 
Furthermore, I have been given the run-around, false information about reimbursement, and filing a police report. I was told that I needed to allow them to complete the investigation, by XXXX, and they would mail me the report in thirty days, 30, I could take the report to the police station. 

JP Morgan Chase has shown that they do not care about personal individuals of small accounts. At many points in communicating with Chase bank, they refuse to take any responsibility for their lack of action and disregard the basic standard of id verification practices, and stolen funds.

Company response to consumer: Closed with monetary relief