Consumer complaint received 2026-06-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
I am filing this complaint against Chase Bank because they processed an altered check from my account and are refusing to refund my funds.On XXXX XXXX check number XXXX was processed and cleared from my checking account for the amount of XXXX However, this check was intercepted and altered without my authorization. The original payee was XXXX XXXX XXXX the payee name were fraudulently modified. immediately reported this fraud to the bank and provided all required documentation, Despite this being a clear case of a forged altered instrument under the Uniform Commercial Code ( UCC ), the bank is refusing to return my money.The bank failed its duty to verify the instrument and pay only properly payable checks. I request that Chase Bank conducts a full formal review of this issue and restores the amount XXXX to my account immediately. '' The rental office called to tell me they hadn't received the XXXX payment. I checked my bank transaction and realized the payee 's name had been changed. I called the bank to report the issue and explained what happened ; they told me I needed to fill out some paperwork. When the documents arrived, I noticed there wasn't an option that fit my specific situation. I called the bank again to point out that the option regarding an " altered check payee line and/or amount changed without my permission '' didn't apply, because only the name had been changed while the amount remained the same. The document included a declaration stating that making false statements could violate criminal law, so I asked the bank to send a new form with an option that actually applied to my case. They refused, instructing me instead to fill out the rest of the form and submit a statement from the rent collection company. I followed these instructions, submitted the documents, and waited. A few days later, I called for an update, only to be told I hadn't checked the box. I explained that a staff member named XXXX had instructed me to leave that box blank. Realizing I couldn't resolve the issue with that agent, I asked to speak to the supervisor on duty. The supervisor, XXXX, reviewed the entire case with me, and we confirmed the check had been altered something clearly visible on the copy. Even worse, the name on the front of the check didn't match the signature on the back, and there was no destination account number ; although it was made payable to Bank of AXXXX, the check lacked the account number that endorsers are typically required to provide. The check exhibited all these visible red flags, yet the bank failed to protect my account. The supervisor investigated my account history and noted that I use my checkbook exclusively for rent and school payments. After examining the other XXXX checks that had already cleared, she determined that I had indeed been a victim of fraud. She told me to wait 10 to 15 business days for the funds to appear in my account so I could pay my rent, and she apologized, acknowledging that it was obvious the check had been altered. I felt relieved, believing the matter had been resolved. However, days went by, and the rental company called to ask about the rent ; the banks 15-day promise was never kept. When I called again, they refused to return the funds, despite the supervisor 's earlier resolution. I am a single mother working hard to provide a home for my children. I have been a victim of fraud, but what outrages me most is that the bank refuses to return the money even after I presented all the evidence and pointed out the obvious flaws in the check. How could scammers possibly get away with the money when there were so many visible errors? I need help ; I have exhausted every possible avenue of communication, evidence, and recourse.

Company response to consumer: Closed with explanation