Consumer complaint received 2022-12-08
Company: JPMORGAN CHASE & CO.
State: IN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
XXXX XXXX were notified by one of our vendors that they did not receive a check for payment in the amount of {$1100.00}. Upon sending the vendor proof of payment from Chase billpay showing that the check was cashed, the vendor notified us that they did not receive the check, did not cash the check and the endorsement did not match their endorsement ( it was just a squiggly line ). I notified Chase bill pay that the check was fraudulently cashed. They opened a claim and gave a provisional credit. 

XXXX XXXXVisited a Chase branch and talked with our personal banker. He could not determine the paying bank and said it looked fishy. He could not get any information from Chase processing about the processing of the check except that it was through a clearing house. He also said that Chase should have never paid that check with the endorsement that was on the check. 

XXXX XXXXReversed the credit and deemed the check was properly cashed. I was informed by Chase that they did this since I did not turn the Declaration of Unauthorized Endorsement in within 10 days. I was still waiting on the payee to complete their part of the declaration. I was advised that once I faxed that in, the case would be reopened. 

XXXX XXXXFaxed the Declaration of Unauthorized Endorsement to Chase through a XXXX store XXXX The XXXX store gave confirmation that the fax was received. 

XXXX XXXXCalled to get update on this claim ( and put another claim for 2 more stolen checks ) and was informed that they never received the paperwork and I would need to refile the claim. It would take another 60-90 days. I was also told to take the paperwork into a branch and have them fax it from there. I was on vacation at this time, so I informed them I would do it when I got back home. 

XXXX XXXXEmailed our personal banker paperwork to file the claim. 

XXXX XXXXClaim was reopened by Chase. 

XXXX XXXXClaim was filed with XXXX XXXX XXXXXXXX ( did not receive this information until XXXX ) XXXX XXXX-Requested update-Personal banker updated that they were still working on the claim. 

XXXX XXXXRequested update-Personal banker undated that they were still working on the claim and it could take up to 90-120 days. 

XXXX XXXXContacted Chase customer service for an update. They informed me that case was active, but could not give me any more information on the the claim. I asked about the transaction and the other bank, but they told me they could not give me any information about their investigation. 

XXXX XXXXRequested update-Personal banker undated that they were still working on the claim and it could take up to 90-120 days. 

XXXX XXXXRequested update-Personal banker updated that they were waiting on the paying bank to respond to the claim and they had up to 120 days to respond. 

XXXX XXXXCalled Chase Claims department to get update on claim since it was past 120 days. I was informed that they were still waiting on the other bank to respond that nothing could be done until the other bank responded and there was no time frame to expect them to respond. They were not going to do anything until they received the money from the other bank. I was told it could be 6 months or more. The case was escalated and was told to expect an update within 1-2 business days. 

XXXX XXXX-Received a letter from Chase that they put a claim in on my behalf with the paying bank and were waiting on their response. It was the other bank 's responsibility to pay the claim. I could call Chase and get an update and the paying banks name if I wanted to contact them directly. This is the first written update I reaceive from them since XX/XX/27 XXXX XXXX called Chase to get the update and the name of the bank. I was again told that Chase was going to do nothing because my claim was with XXXX XXXX XXXXXXXX who paid the check. My options were told to wait until they responded or call XXXX XXXX XXXXXXXX directly. 

XXXX XXXX called XXXX XXXX XXXXXXXX and was told that I needed the claim number that XXXX XXXX XXXXXXXX provided Chase in order to look up the claim. Since we are not a XXXX XXXX XXXX customer they had no way to look up the information without a claim number. 

XXXX XXXX Called Chase to get the claim number provided by XXXX XXXX  XXXX XXXX They were finally able to give me Chase 's claim number, but not XXXX XXXX XXXXXXXX 's claim number. I was told that the customer service team did not have access to that information and only the investigative team has access to that information. I was told that there was no one that is able to get that information from the investigative team and they do not interact with the public.

Company response to consumer: Closed with explanation