Consumer complaint received 2024-12-16 00:00:00
Product: Money transfer, virtual currency, or money service — Check cashing service
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO.
State: NM

Complaint narrative:
I am writing to formally lodge a complaint against Chase Bank regarding the improper processing of three checks I sent to my child, XXXX XXXX XXXX ( hereafter XXXX XXXX, totaling {$19000.00} from XXXX XXXX XXXX XXXX ( the XXXX XXXX in XX/XX/year>. The manner in which Chase Bank handled our request to resolve the matter was extremely frustrating and essentially unjust. 
Chase Bank cashed these checks, but has frozen the proceeds, citing concerns of fraud, and subsequently directed us through circular argumentation, which offered no means to recover the funds. 

1. Background : In late XX/XX/year>, I accompanied my son, XXXX, from XXXX XXXX XXXX XXXXXXXX to help him settle into his new accommodations after he graduated from XXXX. To support him with his tuition, I asked XXXX to open a local bank account with Chase Bank and initiated a transfer of funds. At the beginning, to ensure that XXXX account was properly functioning, I sent a test check of {$800.00} to verify the transfer system. This amount was successfully credited to XXXX account with Chase Bank. 

2. Errors in Processing : While scheduling subsequent transfers through my bank XXXX, I filled out XXXX account information. The XXXX online banking system prompted me to provide both a nickname and the full name of the beneficiary ; however, I mistakenly entered " XXXX '' as XXXX full name and " XXXX XXXX '' as his nickname without double-checking. Additionally, my name was recorded as " XXXX XXXX '' instead of my full name, " XXXX XXXX ''. I failed to notice these discrepancies. 
The first check for {$800.00} was successfully cashed in early XXXX. Encouraged by this result, I sent three additional checks totaling {$19000.00}. However, Chase Bank subsequently held these checks, citing potential fraud due to the name discrepancies. 

3. Current Situation : Upon being notified that all three checks were being held, XXXX contacted Chase Bank numerous times. He has been told that : ( 1 ). No form of verification would be accepted other than the verified phone number of the writer of the checks. 
( 2 ). I, as the writer of the check, was not permitted to present documents or visit a local branch in person to resolve this matter. 

Inasmuch as Chase Bank representative explained that there was only one and necessary method to confirm the legitimacy of the checks, I duly conducted the following by adhering to Chase Banks instructions : ( 1 ). Firstly. I spent a great amount of time to update my phone number as recorded in the credit companys records. However, I was informed that my checks could not be verified because they were addressed to " XXXX XXXX '' instead of " XXXX XXXX. '' This discrepancy has now put my funds at risk of being turned over to the Government in two months. 
( 2 ). Secondly, Chase Bank subsequently suggested that I request my bank, XXXX, to recall the three checks. After liaison with senior managers at XXXX  I obtained a confirmation letter from XXXX detailing the check number received by Chase Bank had indeed originated from my XXXX account. However, XXXX also informed that Chase Bank already cashed the checks, thus none of the three checks could be recalled by XXXX. 
Currently we are ensnared in the midst of this awkward cross-bank communication. XXXX bank account is now being forcefully closed by Chase Bank, and our US {$19000.00} checks can not be recalled, returned, explained or cleared. 

4. Complaint Points ( 1 ). If Chase Bank believes the check is erroneous, it should be rejected and returned to the origin. I had used an electronic check system, so it was very easy to trace the origin of the funds. 
( 2 ). Chase Bank should never have cashed the check, thus making it un-recallable by XXXX if they had had concerns about the validity from the outset. 
( 3 ). I have presented all information to Chase Bank, but they have been negligent in regard to the details and evidence that has been shown to them and have resorted to an inappropriate circular argument. 
( 4 ). The requirement for a verified phone number from a 3rd party was never disclosed to us beforehand, which compounded difficulties and was not reasonable, given that I could simply have presented my credentials and could have proven all details to identify me as the legitimate account holder at XXXX and as the person who wrote the checks. 

5. Request for Action : XXXX USD is not a small amount of funds. I kindly request that this matter be deemed more highly prioritized and reviewed accordingly by your management team. I seek a resolution that allows for the prompt and fair release of the funds to my son XXXX or to return the checks to the XXXX  so I can proceed with confirming to XXXX the correct details once again. 

I have also enclosed the relevant letter from XXXX for your reference. A clear overview of the entire incident can be found in the attached file named 'ComplaintsLetter-JPMorgan Chase XXXX XXXX XXXX XXXX Thank you for your attention to this matter. I look forward to your prompt response and a fair resolution. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation