Consumer complaint received 2024-10-17 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: CA

Complaint narrative:
My husband wrote a check ( Joint account with myself ) back on XX/XX/XXXX ( meant XXXX ), for XXXX with check # XXXX. The payee called and told us that he didnt receive the check, so another check # XXXX written for the same amount on XX/XX/XXXX, and the payee cashed the check on XX/XX/XXXX. Both my husband and I were going through family situations and had to go out of the country on XX/XX/XXXX. both my motherin- law and father-in-law being XXXX XXXX for during those months. Mother-in-law XXXX XXXX on the XXXX and father-in-law XXXX XXXX XX/XX/XXXX. ( 12 days apart ). After both XXXX  we got back on XX/XX/XXXX. With everything going on we didnt notice that the check # XXXX was cashed on My XXXX. This is not an excuse for not reviewing the account, but they asked for the documents related to the travel My husband received a call from a manager at one of the local credit union banks on XX/XX/XXXX, that a check that was written by husband was altered and deposited by one of their customers into his own bank account through ATM. They caught it because the original name was crossed and wrote his own name upon their review. Also, the date of the check was XX/XX/XXXX, it was altered to XXXX. So, they held the funds and called my husband and told us to go to our bank, which is Chase and fill out a form and submit with check copies and a statement about the situation. So, we both went to the branch and had a meeting with the branch manager and submitted all the documents.

The following week we received two letters in the mail from the Chase with a cover letter and the same form we filled out at the branch to fill it out again. So, I called the number, and they told me to do the same and submit the documents again. Even though I told them we had done this already, they needed it again. So, I did submit by online again. Called them again after few weeks, same request again, submit documents again. This doesnt sound right, since all these documents, including the copies of the checks, are available online for them. This went on three times. After many calls and escalating the issue with different departments and managers, they notified us that since we didnt dispute this transaction within the bank allowed time, they can not do anything about it. When I contacted the Credit union, the deadline was not passed, and they are holding the funds to return to chase so that it can be credited to our account all Chase has to do is to contact the Credit union. The Manger at the credit union tried to contact many times chase, they would not cooperate and she even send an email, but, no response. 
Apart from all this, I was puzzled by the treatment of the personnel at the bank fraud department. I felt like I was being treated as if I was the one who did wrong not the person who stole the check. The thief in this case was caught and handed over to them, but they dont want to do anything about it. But I spent many hours on this and the frustration it caused me was unrelievable! If you can do anything in this case I would really appreciate it!

Company response to consumer: Closed with explanation