Consumer complaint received 2025-01-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
On approximately XX/XX/XXXX, I went to Chase Bank XXXX XXXX XXXX XXXX, CA XXXX to report my checking account had been hacked. I sat down with XXXX XXXX and disputed the checks for the claims department that had been cashed fraudulently. I was never asked to sign a declaration on this date. I was told by XXXX my refund would be in 5-8 days. I was asked to allow a few more days since it was the holidays. I believed it would be resolved at that time frame she told me. 

I was then contacted by research /complaints over a week and a half later that I had not signed a declaration so my claim was denied and closed. 

I went back to see XXXX at Chase on XX/XX/XXXX. I signed and completed a declaration. I do not know why the bank did not have me sign all documents needed on my initial meeting with XXXX XXXX on XX/XX/XXXX. I gave Chase Bank the courtesy they asked me for since it was the holidays. And Chase used that time against me. Sending mail during the holidays and expecting me to have promptly received it, or they will deny my claims and close my case was not considerate of me and my patience and loyalty. I have been with Chase Bank over 20 years and NEVER had a problem writing monthly checks for bills. 

They did not alert me I had a letter in the Online Banking or the mail that needed to be signed or they would deny my claims. I was called by a complaint department representative who said it was needed. The Branch Manager should have known it was imperative that I sign it the first day. It just seems very unethical. 

Chase Bank is responsible for protecting consumers from fraud, especially XXXX. No one ever sent any information on checks being now considered very risky. I've wrote checks all my life with not one issue. They should have done their part by alerting me that {$8000.00} of fraudulent checks were cashed from my account in one month. I hadnot ever use Chase Online Banking prior to this fraud. I didn't know how to use it. I thought it was open to more fraudulent activity than checks. They should not allow checks if they do not want to have these issues. Especially mobile deposits of which all of mine were. 

I gave Chase Bank my Police Report, USPS mail theft report, a copy of the letter from the Eastern Attorney General Office sent to notify me I had been victimized by two men who they had arrested ans charged with bank fraud and identity/mail theft. 

I sent Chase a Phishing email to secure my account on XX/XX/XXXX and let them know I did not authorize a check for {$2100.00}. That alert last XXXX was the only alert I was ever sent. After the alert I went to check my account and the check had been stopped. My checking balance was over {$15000.00} when I went to the bank and I felt it was secured. After the mail theft I was not getting paper bank statements in the mail. I did not use Online banking until after this fraudulent activity. 

After I told Chase not to cash the check I denied for {$2100.00}, the bank fraud ring waited and redeposited it week or so later ans Chase Bank cashed it. Never alwrted me or secured my account as I has asked Chase Phishing online to do. The mail theft/ bank fraud ring continued fraudulent activity I'm increments of {$1000.00} or {$2000.00} until my account was depleted. I told the Chase Bank the Eastern Office of the Attorney General had sent me letters in every name spelling they found on my mail that XXXX XXXX and XXXX XXXX had when they were arrested and charged with bank fraud and identity/mail theft. At the time I waa notified I had not been victimized. That happened 3 months later. I suspect this mail ring continued their fraudulent activity or sold it to others. Chase indicated check washing. 

XXXX XXXX the Branch Manager at Chase Bank on XXXX told me she had done all she can do. I must wait for claims and it could take a month. I donot understand why I am getting different communications and answers everytime I speak with someone. I am very surprised Chase Bank would handle bank fraud in such a nonchalant way. It is apparent they do not care about their customers. Chase Bank must know they have a very low level of security for our deposits. Scams are being done with mail theft and checks at a very fast pace now and they must improve their ability to spot fraudulent activity. 

As a XXXX  on a fixed income losing a part of my retirement income has catapulted me into possible homelessness. My ability to stay on budget and pay my bills and mortgage is of the utmost urgency to me for that reason. I need answers and provisional deposits made so I can pay my bills. Chase Bank has not given me one thin dime while I am waiting on my account to be audited and restored in full. 

I was told by the Eastern Office of the Attorney General California that I was victimized. I have enclosed a copy and I have filed a complaint with the State Attorney General of California as well. Consumers are being victimized by the banking industry as well as XXXX XXXX with the treatment they get after reporting fraud. Yet they do nothing to educate us about check writing. They chastise you and make you feel ignorant because you didn't catch it. It was the holidays and they should have measures to catch fraudulent mobile deposits as well. 

Banks must improve their ability to catch these fraudulent mail theft rings from depleting their customers checking accounts. Are my deposits federally insured by FDIC and are customers being adequately protected by Chase Bank? They are not being transparent and honest with my claims and seemingly look more to deny claims instead of restoring customers accounts.

Company response to consumer: Closed with monetary relief