Consumer complaint received 2024-10-07 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: JPMORGAN CHASE & CO.
State: FL

Complaint narrative:
Monday, XX/XX/year> : Please note that I have been on the phone with XXXX XXXX of XXXX XXXX and XXXX at JPM-Chase since XXXX for XXXX hour sorting out issue. 
I mailed my check for Visa payment to pay my balance in full on XX/XX/year> A check XXXX XXXXXXXX made out to Chase Visa for Balance paid in full of {$4400.00}. 
The check was mailed to the following address using your pre-provided envelope and mailing address that you included in the statement invoice each month : Chase XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NC XXXX The check XXXX XXXXXXXX for the amount listed above was processed through my XXXX XXXX XXXX XXXX XXXX  XXXX XXXX account on XX/XX/year>. 
However, when I went online and pulled up the details of this check on XX/XX/year> it reflected that the check was issued and deposited to a chase bank account from/To a person named XXXX XXXX Someone changed the pay to line on the check from Chase Visa to XXXX XXXX XXXX 
I will be filing a police report to pursue charges against this theft. Please begin your ( internal as you stated ) investigation on Chase Bank customer XXXX XXXX as my Chase Visa funds have already been extracted from my bank and deposited in this named Chase account. 
Monday, XX/XX/year> at XXXX XXXX I called Chase card member services and explained that we needed to have a manager on this call, as it would be very involved. I was put thru to XXXX XXXX XXXX services XXXX. 
At the same time I also called XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX was put through to XXXX XXXX a representative of XXXX XXXX XXXX XXXX. I had them both on a call together to sort out this issue as stated above. 
During the hour long call with Both Chase Visa XXXX XXXXXXXX XXXX the following was uncovered as facts. 
Check XXXX for the full Monthly Balance of {$4400.00} Pay to : Chase Visa was processed on XX/XX/year> as a Mobile Deposit. However, the check details no longer showed Pay To : Chase Visa it now showed Pay to : XXXX XXXX. 
Check XXXX image from processing showed that it was endorsed with XXXX XXXX for electronic deposit at Chase account only XXXX XXXX of XXXXXXXX XXXX stated that they could not do anything on their end. Stop payment would not be an option as funds had transferred out on XX/XX/year> Since the evidence presented itself that a XXXX XXXX Chase banking customer, using a Chase mobile app was how/ where these funds were distributed to. Chase representative XXXX stated that the following would be executed at their end : XXXX. I had instructions to provide either Fax ( Secure message thru Chase online app messaging ), or mail, the above information and a copy of the Bank information on the check Image and indorsement. 
Page XXXX of XXXX XXXX. Chase stated that since the funds for my payment were distributed to a Chase bank account using XXXX XXXX, they would apply my full payment {$4400.00} to my account, and remove any interest or late fees. 
XXXX. Chase stated that once the information was received to them ( item XXXX XXXX ) they would immediately begin to trace back to the Chase account customer and retrieve the stolen funds. 
XXXX. I was able to send a copy in the mail that also included the XXXX country XXXX XXXX police/case number, as I reported the theft to our local police. I also sent the XXXX XXXX in secure messaging app in the chase App. Please do note that the fax number provide was invalid Fax XXXX The number continued to ring with no answer. I had to call back later in the afternoon to report the Fax down, and was then told to how to send thru Chase Secure email on the chance customer login for my account. 
XXXX. Chase told me that they would apply my Chase Visa payment that was stolen by another chase bank customer and to restore my use of my credit card would take 2 days. I would not be able to have use of my Chase Visa until XX/XX/year> XXXX. Chase also informed me that they would be taking care of this : Finding the chase Bank account and retrieving my funds. I was told I had the option to file criminal charges, as to which I said I would, and did that day. XXXX stated that it would be XXXX days for this investigation and that it would remain that way to give me ample time to get them what they needed. However, I was able to provide XXXX copies to Chase that very day via secure message as instructed in item XXXX  XXXX above. I was not told if Chase would be filing any criminal charges to their Chase Bank customer XXXX XXXX or not. 

Friday, XX/XX/year> : Called back to Chase at XXXX XXXX until XXXX XXXX the XXXX would not provide his last name or the last name of XXXX the XXXX I spoke to on Monday with XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX to XXXX. XXXX stated that Chase removed the {$4400.00} that was applied to my credit card ( after our discussion on Monday, XX/XX/XXXX with XXXX as to which she stated she would do ), that also they have and will not do any investigation of my funds that were electronically stolen from Chase Bank account using Chase mobile app. And that he had nothing further to offer except to tell me that I had to dispute this with my personal bank. He also had nothing to add or knowledge of how that is accomplished. I did get a case number from XXXX he gave XXXX.

Company response to consumer: Closed with explanation