Consumer complaint received 2025-02-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
Summary : XXXX XXXX made a copy of my check, whitewashed it, typed out fake details, and paid herself {$2500.00} out of my account on XX/XX/XXXX. I filed a report immediately with Chase Bank, and it got lost in the system, without any record on their end. I re-filed the claim on XX/XX/XXXX. Chase Bank denies responsibility in repayment of stolen funds on the grounds that I did not file a claim within 60 days. They asked for proof of first contact, I faxed it to them, then they immediately returned to their original stance of denial, suggesting filing a police report. 

XX/XX/XXXX - The most recent legitimate check I had wrote ; to XXXX XXXX and XXXX of XXXX for {$130.00}. I had placed it in the XXXX XXXX on XXXX in the parking lot of XXXX XXXX XXXX XXXX, as it was the closest to my house and I did not have the ability to leave it in my mailbox to be collected since it locks. 

XX/XX/XXXX - Received a fraud confirmation text from Chase asking to reply XXXX or XXXX. I pulled up my account app and looked at the check in question- obviously white washed and typed on, I always hand write checks. The check number was also out of sequence - I only ever get XXXX printed at a time directly from my bank. As I was about to respond, I received a call from a Chase Fraud Customer Service Representative and she filed a case on my behalf. I forgot to ask for a case number and I can not recall her name. 
Shortly after the call, I received a text from Chase as a receipt of the call with a code. 

After the fraud on XX/XX/XXXX, I backtracked. I called the business ( XXXX XXXX ) and it got directed to a third party answering service twice. It seemed I needed to go more direct to confirm if they had indeed received my payment. I visited them in person right after the holiday and they confirmed my accounts balance has been resolved and they received my payment. 
( In my checking account, I could see that on the back of the legit check, it was stamped with XXXX XXXXXXXX XXXX  XXXX and received by XXXX Bank ) XX/XX/XXXX - Next, I visited the XXXX Chase Branch on XXXX XXXX for assistance with closing the compromised account. She printed me a paper with my new account number so I could provide it for my work to update my direct deposit. I also asked her where I could expect the money to be deposited - worried it would be delivered into the closed checking account and inaccessible, but she responded that I should expect for it to go into the new checking account, and that the old one would close in 90 days. 

A few weeks, then a couple months had passed. I had been checking my new account often to see if my money had been returned to me. I looked for information online about some sort of timeline and read that Chase takes longer than other banks, so I waited patiently. 

XX/XX/XXXX - I called Chase Fraud department and was connected with a customer service agent named XXXX. She could not find any record that the XXXX was reported, stating It would have shown on our files that we spoke with you and looked into your account. I was puzzled, and began to have doubts I spoke with a legitimate agent in the first place. She offered to file a claim for me at that time since XXXX was not filed yet. She gave me a confirmation number. Looking at this, it was XXXX numbers long, and so was the code that I was texted on XX/XX/XXXX, perhaps that might have been a case number as well. 

XX/XX/XXXX - Received an email from Chase bank ( XXXX verified sender ) with the subject You received a new letter and further stating that We have updated information about your claim. Since I opted for paperless notices, it gave instructions on how to find this in my account. I have been unable to find any notice from that day through today XX/XX/XXXX. 

XX/XX/XXXX @ XXXX - I called Chase Fraud department to inquire on the claim update, since I was unable to see what I had been sent. He told me since the claim filed on XX/XX/XXXX was over 60 days past the date on the fraudulent check, the claim had been denied. This was unfair because to the best of my belief, I filed a claim on the same day as the fraud. He told me this was impossible and Chase had no record of this. He continued denying that I had filed an earlier claim, I continued to try to stick up for myself. He then offered that I can provide proof of this contact and fax it to them or deliver it to a Chase Branch. I thanked him and set to work at this task. 

I printed screenshots of the phone number on the call history that I spoke with on XX/XX/XXXX, the confirm Y/N text, and the text receipt from after the call. I went to the Chase Branch on XXXX this XXXX. I spent an hour with XXXX of the XXXX behind the desk assisting me on the phone with XXXX again. He confirmed the number that called me on XX/XX/XXXX was a legit extension line of the Chase Fraud department and felt my proof looked undeniable. He made sure to verify where exactly to send this proof and what they needed. This was faxed around XXXX. He advised me to come back in the next morning to check in and make contact again, confirming they had received my fax. 

XX/XX/XXXX - I went into the same branch and saw XXXX of the XXXX Chase associates that I had spoken with yesterday. She came back to the desks and called the XXXX line. The XXXX department confirmed that they received it and would check their records again and listen to call logs - as the calls are subject to recording for training purposes. I was told to expect an answer by the following Friday. 

XX/XX/XXXX - I still had not received reimbursement or any further electronic letters posted to my account. I went to the XXXX XXXX again. An associate came to the desk and connected me with the legit XXXX department number and gave the phone to me to tell the details of my inquiry. The XXXX agent said on XX/XX/XXXX it was decided ( regardless of the proof of first contact they asked me to submit ) that the case was denied and stuck to denial on the grounds that it had been past 60 days, quoted Chase policy, and could not make an exception. I responded that I had filed a claim on XX/XX/XXXX and they repeated the same thing back to me and said this is your fault, you should have called sooner. This time, they said there is nothing more Chase can do to assist me in this matter, but suggested filing a police report.

Company response to consumer: Closed with explanation