Consumer complaint received 2026-06-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Cashing a check
Company: ZIONS BANCORPORATION
State: CA

Complaint narrative:
I am writing to formally file a complaint about the denial of my fraud claim regarding my XXXX ( XXXX XXXX XXXX XXXX ) personal checking account, check number XXXX dated XX/XX/XXXX which cleared my account on XX/XX/XXXX, in the amount of {$46000.00} after being stolen from within US Postal Service ( Certified Mail ), then washed, fraudulently altered and deposited. XXXX denial email dated XX/XX/XXXX states that redress was denied because I did not file a timely claim. This conclusion is legally and factually incorrect. This check was materially altered without my knowledge or authorization. The original check was written to IRS US TREASURY for {$46000.00}. It was fraudulently intercepted and stolen at the US Postal Service, and the payees name changed, the memo line deleted on the front of the check, on the back, my and my wifes full names and Social Security numbers deleted. It should be noted that between XX/XX/XXXX, and XX/XX/XXXX, we wrote just XXXX checks on our account ending XXXX. The average payment amount for those XXXX checks was {$2300.00}. And all made payable to business, government and city organizations. So clearly the altered check ( # XXXX for {$46000.00} payable to a private person ) would be well outside any normal transaction and security thresholds for our personal account. As a matter of security, good commercial procedures and practices for both XXXX and for us ( the customer ), an alert should have required a further verification and approval before payment made. We understand that all banks have an automated clearing system, utilizing high tech scanners that have preset algorithms and limits for all checks drawn on their account holders at their bank. This security process has different limits and depending on the banks tolerance for risk, but what remains is that these systems are in place for the protection of all parties to safeguard against errors, and fraudulent activity. Regrettably my check moved through there system without detection or seeking further verification either internally or direct with me the client. I understand that Under Section 4-401 of the Uniform Commercial Code ( UCC ), a bank may only charge an account for items that are properly payable. A materially altered check is not properly payable, and the financial liability rests with the institution. Furthermore, under UCC 4-208, the depository bank breached its presentment warranty by presenting an altered instrument to our bank. I have already provided to XXXX following supporting documentation and can provide them to the CFPB also if/when needed. A copy of the Official Police Report filed with the XXXX XXXX Police Department, Case number ending in XXXX A copy of my original check carbon copy/check register log proving the original payee and amount. A copy of the cleared check image, which clearly demonstrates a lack of ordinary care in the banks verification process due to the visible alteration. I request that the CFPB handle my complaint with XXXX, and have them honor its obligations under state and federal banking laws, and reimburse me {$46000.00} to my account without further delay.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation