Consumer complaint received 2025-09-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
On or around XX/XX/year>, I mailed a birthday card containing a personal check for {$100.00} to my granddaughter, using a USPS mailbox located on XXXX XXXX between XXXX and XXXX XXXX inXX/XX/XXXXWhen I followed up with her on XX/XX/XXXX ( her birthday ), she informed me that she had not received it. 
While out of town in Connecticut, since I regularlyI check my Chase account, was alarmed to see that a check had been intercepted, altered to the amount of {$400.00}, and fraudulently cashed at one of Chase branches on XXXX XXXXeven though the check had been postdated to XX/XX/XXXX. The check amount was visibly crossed out, and the endorsement appeared as an illegible squiggle, clearly not matching any authorized party. 
I immediately reported the incident to Customer Service and Fraud Departments. However, the process has been frustrating and burdensome : * I was not provided a claim or case number at the time of the initial report. 
* When I called back to follow up, I was subjected to repeated questioning before finally receiving a reference claim number. 
* Each call has required me to repeat the full incident, as prior information was not retained or reviewed. 
* Unfortunately, several of the agents I spoke with had very strong accents, and combined with poor phone line quality, communication was extremely difficult. This made it hard to understand responses and contributed to additional confusion and frustration. I say this not with prejudice, but simply to highlight the barriers I faced in getting help effectively. 
I also visited my local branch, hoping for in-person support, but was told that fraud matters were not handled at the branch level. I was advised that " the branch is just a bank, '' and they were unable to assist. 
On top of all this, I recently received a text and email alert from Chase regarding a {$950.00} transaction attempt linked to the old account which was closed XX/XX/year> This raises serious concerns about whether my old account has truly been secured and closed. 
As a XX/XX/XXXX on a very limited income and managing this issue alonewithout financial or emotional supportthe impact of this incident has been deeply stressful. I have had to use a credit card to cover the {$400.00} shortfall, and Ive spent my own funds and time notifying all linked institutions ( Social Security, annuity providers, Chase pension, etc. ) of the account change. 
I would like Chase to XXXX the following : 1. A full investigation and written explanation of how this fraud was allowed to occur, including why a postdated and altered check was accepted. 
2. Immediate reimbursement of the {$400.00} stolen, and a refund of {$30.00} for the check order that is no longer usable.

3. Confirmation in writing that my old account is fully closed ( even though it shows in statement 4. A dedicated point of contact for continued follow-up.

5. A waiver or reimbursement for the cost of new checks forn XXXX since they didn't send my Deluxe checks and sent boiler plate checks, since this fraud was due to a failure in Chases fraud prevention measures. 
6. Consideration for the out-of-pocket costs Ive incurred ( over {$50.00} for printing, faxing, travel, etc. ) in trying to resolve this matter.

Company response to consumer: Closed with monetary relief