Consumer complaint received 2025-07-21 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO.
State: LA

Complaint narrative:
We sent the following email message to to Chase Bank on XX/XX/XXXX : After filing our XXXX Internal Revenue Service ( " IRS '' ) tax return during early XXXX, we had not received our refund by mid XXXX. We promptly contacted the IRS by phone and were informed our refund check ( {$5500.00} ) had already been negotiated. In response, we informed the IRS we did not negotiate the tax refund. In reply, the IRS directed us to begin and complete a process of obtaining a replacement refund check through the United States Department of Treasury XXXX XXXX XXXX XXXX XXXX ( " XXXX XXXX' ). Upon completion of the " replacement refund check '' process with the XXXX, we eventually received a replacement refund check during mid XXXX as well as a copy of the fraudulently negotiated refund check ( see attachment ). 

During early XXXX ( in an effort to prevent future fraud / identity theft regarding future IRS refund check payments ), we contacted the IRS to obtain ANY relevant information concerning the entire fraud / identity theft issue. In response, an IRS representative informed us he could ONLY tell us the name of the financial institution that negotiated the refund check - XXXX XXXX ( now acquired by Chase Bank ). 

During early XX/XX/XXXX, we visited the XXXX XXXX Chase Bank ( " XXXX '' ) located at XXXX XXXX, XXXX, LA XXXX XXXX Phone : XXXX ) with a copy of the previously referenced fraudulently negotiated refund check in an effort to [ i ] obtain ANY/ ALL information regarding the same check and [ ii ] prevent possible future similar fraudulent activity. 

During the visit, we verbally relayed the previously referenced facts to a XXXX representative ( " Rep. # 1 '' ) after which she told us [ i ] " the matter would be investigated '' and [ ii ] ( after providing a copy of the refund check at issue and our phone number to Rep # 1 ) " the investigation results would be promptly relayed to me by phone upon completion of the investigation. '' Several days later, I received a voice message from an apparent XXXX representative who identified herself as XXXX - phonetically ( " Rep. # 2 '' ) requesting that I contact her at XXXX for an " update '' regarding the investigation. 

Over the course of the following XXXX or XXXX weeks, I attempted numerous phone calls to XXXX at XXXX without speaking to any XXXX - only hearing a " dead-end '' automated recorded message without an opportunity to leave a voice message. 

Several days later, I visited the XXXX  where I spoke with an apparent XXXX representative ( " Rep. # 3 '' ). In doing so, I requested to speak with Rep. # 2. In response, Rep. # 3 informed me that Rep. # 2 was not currently available after which I requested that Rep. # 3 inform Rep. # 2 regarding my need to speak with her by phone and exited the XXXX. 

Having not received a phone call from Rep. # 2 approximately a week later, we revisited the XXXX speaking once again with Rep. # 3 and yet again requesting to speak with Rep. # 2. In response, Rep. # 3 again informed us that Rep. # 2 was not currently available after which we again requested that Rep. # 3 inform Rep. # 2 regarding our need to speak with her by phone and exited the XXXX. 

Approximately XXXX hours ( after speaking to Rep. # 3 a second time ), we received a phone call from Rep. # 2 during which she told us ( among other things ) [ i ] " they '' could not locate any information regarding this matter after talking to " them '' by phone because over XXXX years had passed since the refund check at issue was negotiated and [ ii ] she could not provide us with any contact information regarding " them '' after we requested such information. 

As you already know, the Federal Deposit Insurance Corporation ( FDIC ) requires that FDIC insured banks maintain certain records ( including customer account / transaction records ) for at least XXXX years. 

Given the same, we are EXTREMELY concerned about Rep. # 2 's claim that she could not [ i ] obtain information / documentation regarding the fraudulently endorsed refund check that was negotiated by XXXX XXXX ( apparently acquired by Chase ) or [ ii ] provide us with any contact information regarding " them '' after we requested such information.

We are requesting that Chase provide us with a substantive response regarding this matter via email and / or certified mail no later than XXXX on Friday XX/XX/XXXX. We will proceed accordingly should we fail to receive a timely response including ( but not limited to ) reporting this matter to the applicable regulatory agency.

Company response to consumer: Closed with explanation