Consumer complaint received 2024-11-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: JPMORGAN CHASE & CO.
State: GA

Complaint narrative:
I have been a customer with Chase bank for over 10 years for both business and personal accounts. I have now encountered what appears to be fraud by their employee ( s ) and at my expense. 
On XX/XX/XXXX I discovered that a check # XXXX was cashed from my account ( XXXX ) for {$530.00}. I immediately knew this was fraud as I still had ( and do have ) that check number in my possession. In addition, I rarely write physical checks out of my account AND the check style presented was not the same as the checks I have in my check book. I was able to view the image in my Chase app. 
Before I could get to a branch, I received a call from a branch in XXXX, GA stating they had turned someone away trying to cash a check with my office information on it. Within the hour, I was able to visit the Chase branch on XXXX XXXX XXXX in XXXX, GA ( near my office ). Upon arrival, I was told that there had been a check cashed for {$730.00}. This image did not appear on my app. However, I was shown the image by the staff at Chase bank. Unlike check # XXXX for {$530.00}, check # XXXX for {$730.00} had a forged signature on it! 
In summary one of the tellers cashed check # XXXX for {$530.00} with no signature using a check that doesnt even match the type of checks used in my check book and that or another teller cashed a second check with a forged signature! 
I spoke with the assistant manger XXXX and Client Representative XXXX at the branch. They filed it as Fraud and froze the account from any further deductions. I opened a new account and ordered a new debit card. At that time, the account was supposed to be frozen such that no further deductions should come out of the account without me presenting to that branch in person. I was told that the funds should be back in my account in few days. 
I kept and have the old account open because I have regular ACH deposits coming into that account from health insurance companies. In order to change that, I discovered that I need a letter from Chase confirming my new account information. After contacting Chase I was informed that the letter is generated by a third party. It took almost two weeks to have the third party ( VOD ) generate the letter! 
Per instruction from Chase I have made manual withdraws in person from my old account ending in XXXX and depositing into my new account ending in XXXX. Tis was done on XXXX/XXXX and XXXX.After these withdrawal are made the account is supposed to be refrozen to prevent any outside debits. I received no further correspondence from Chase on the fraud investigation after the initial filing in person at the XXXX XXXX XXXX XXXX XXXX, GA XXXX branch. 
Despite the prompt earlier refund, on XX/XX/XXXXXXXX  I discovered a return check fee for {$530.00} deducted from my account! After discovering the deduction I received a letter via the Chase app stating that I WAS BEING CHARGED FOR A RETURNED CHECK! As of the writing of this complaint, there is no check image of the returned check! 
I called the number on the letter that I received, and spoke with XXXX XXXX stated that there was an error that was being corrected and that I should have a funds back in my account no later than Monday XX/XX/XXXX. I questioned him further to make sure the same error wasnt going to be made with the second fraudulent check. He stated that I didnt have to worry about that one because that check never went through. 
On XX/XX/XXXXXXXX  I discovered that : 1 ) The {$530.00} had not been credited to my business account for XXXX, XXXX. 2 ) As I had feared the {$730.00} check was deducted from my account listed on the app as a returned check. Again, the deduction came out BEFORE I received a letter from Chase via the Chase app. 
I called Chase and initially spoke with XXXX. He was very rude, abrupt and stated he couldnt do anything. I asked for a supervisor. I was left on hold for XXXX minutes. Another representative names XXXX had me repeat ALL the information that I had given XXXX. She informed me that they need to redo the claim stating that the checks had never been reported as fraud and that there was confusion in the notes on the account! XXXX also informed me that the account had not been refrozen after I made my XX/XX/XXXX transaction at the XXXX XXXX XXXX XXXX branch!! She also informed me that it could take up to 30 days have funds back in my account. I informed her that 30 days was unacceptable as the errors were on the staff at Chase. She had no explanation as to why the freeze on the account was not replaced after I made my in person transaction on XX/XX/XXXX. She agreed that errors had been made and transferred me to a supervisor. 
A supervisor named XXXX came on the line after an extended period of time time. She informed me that the checks # XXXX and # XXXX had been presented again to the back on XX/XX/XXXX and XX/XX/XXXX respectively and were cashed. I asked : How can they be presented a second time if they had been cashed? She had no answer. 
Why didnt the freeze on the account block the checks from going through? She had no answer. 
When informed that there was also a deduction via paypal on XX/XX/XXXX and it came out of the account that was supposed to be frozen ( XXXX ) she had no plausible explanation. I had changed my XXXX to link with my new account ( XXXX ) over a week prior. 
I suggested that the possibility that someone is running the same check number through the system suggest that someone inside the bank is responsible. She was dismissive at that suggestion. Of note, the image of the checks do not match they type of check in my check book or a counter check like the XXXX checks I was issued for my account ending in XXXX. I have strong suspicion that the fraud is coming from someone or a number of individuals inside of Chase bank. 
In addition, XXXX was very dismissive of my plan to notify CFPB. As if she had no respect for their authority. 
When I asked if the account XXXX was refrozen she stated as best I can tell. Consequently, I have no way of knowing with any degree of certainty if further fraudulent deductions will be coming out of my account. 
I received no resolution after over XXXX minutes on the phone with Chase representatives and supervisors. 

In summary, either through criminal intent or gross incompetence Chase bank has withheld and continues to hold funds from my account with erroneous charges due to errors initiated and perpetuated by their staff. I strongly suspect there are individuals within Chase bank committing fraud using fake checks and or other transactions.

Company response to consumer: Closed with monetary relief