Consumer complaint received 2025-04-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
Check cleared Chase Bank XX/XX/XXXX2025 altered from {$220.00} to {$10000.00} XXXX Went to local branch to initiate Declaratiion of Altered Check and provide documentation S/W XXXX XXXX , Personal Banker. CC contacts back office via phone while customer present. 
XX/XX/XXXX Filed XXXX XXXX  XXXX 's Report and XXXX Mail Claim Report on same XX/XX/XXXX Returned to Chase, XXXX XXXX and provided XXXX and XXXX report copies and ID numbers. XXXX XXXX contact back office via phone and emails addt'l information. 
XX/XX/XXXX We contact Chase Claims at number provided for followup. Told by XXXX, Supervisor that claim has been closed due to non-receipt of information needed for processing. She states nothing was received from XXXX XXXX. XXXX in Claims Dept asks me to return to branch to take my phone and call Chase Claims while at the Branch and hand the phone to Chase Branch rep so they can speak and XXXX can provide instructions. XX/XX/XXXX I call branch to make appoiintment to come in and XXXX XXXX as Branch Manager XXXX is out of office. XXXX Calls me back and assures me information has been sent to Chase Bank office and to check again the next day. XX/XX/XXXX Claims still hasn't received so I return to branch and XXXX XXXX , Branch Manager. XXXX calls XXXX in Claims they eventually put me on speaker phone and it appears that they received information from XXXX XXXX, Personal Banker was sent to a XXXX in Claims and there was a back office error which did not get the information looked at or forwarded to Chase Asset Recovery Department for " investigation '' and handling. I am advised to call in a few days and they will expedite the handling of the new claim. 
XX/XX/XXXX I contact Chase Claims again and they state they have now received package, processing begins and Asset Recovery is doing processing. I am told to follow up XX/XX/XXXX to get formal update. XX/XX/XXXX I get a phone message from XXXX at Chase that I can call her or Claims for regular updates. 
XX/XX/XXXX Call Claims and there is not change in status, on XX/XX/XXXX Chase sent a " tracer '' but no funds have been received. 
Thru-out this process we have been told by XXXX XXXX and XXXX that a " courtesy credit '' is issued for the amount in question and we should get a refund of the {$10000.00} that would be in our new checking account while they continue the processing. 
We are subsequently told by Claims, XXXX a Mgr. that the branch does not know the protocol and Chase does not issue preliminary refunds for debit or check fraud and the process will take 30-60 days to resolve. 
XX/XX/XXXX We receive a letter labeled : UPdate We're working with another bank on your check claim. Letter is soliciting our assistance and for us to contact the Other Bank to provide more information. Chase asks us to contact Claims Department to get Contact information of assist in collection process. I call and XXXX, Claims is of no assistance and says he can't provide anything more than XXXX. I request he contact back office and get assistance to provide the Contact information. He is of no assistance so I ask to speak to a manager again. This time I get XXXX, Mgr. She has me read her the letter and I do the last XXXX paragraphs. She has never heard of a letter like this but does get the contact information from the Asset Recovery Department and provided this for my use : XXXX XXXX XXXX XXXX XXXX XXXX XXXX 
XXXX, MO XXXX Subject : New claim XXXX XXXX BL Case ID XXXX The check is an obvious poor attempt to alter a check, white out on payee and even removed a porton of the payee line, numerals amount altered again white out or eraser, cursive amoount written over and xx/ added. For memo line : XXXX XXXX XXXX XXXX intact as is original signature and date.

Company response to consumer: Closed with explanation