Chase can’t properly identify own check, has innocent man jailed

Chase seems to have done just about everything wrong in this case.  First, they had a man jailed claiming he presented them with a forged check. That check was valid and had in fact been issued by Chase bank itself.  Second, Chase let the man stay in jail over the weekend rather than doing everything they could to make sure he got out after they determined he was no in the wrong.  Third, after an entire year of trying to get Chase to even acknowledge the mistake (much less reimburse him for all the costs he experience because of their mistake) they only apologized after the local media ran a story and contacted Chase.

Here is the story:

AUBURN, Wash. – Buying his own home was a big accomplishment for construction worker, Ikenna Njoku, of Auburn. He’s only 28 years old.

“I was really excited. For the first time, I actually got to buy a lawn mower, mow my lawn and everything,” said Njoku.
Njoku qualified for the first time home buyer rebate on his tax return.
“It was really important, I had a vehicle I was looking on paying off,” said. Njoku. And it wasn’t just any vehicle. “It was a 2001 Infinity I-30, silver…just like my favorite car, “he said.
Njoku signed up to have the rebate deposited directly into his Chase Bank account. But when the IRS rebate arrived, there was a problem.  Chase had closed Njoku’s account because of overdrawn checks in the past. The bank deducted $600 to cover what he owed them and mailed him a cashier’s check for the difference–$8,463.21.
But when Njoku showed up at the Chase branch near his house intending to cash the check, he was in for a nasty surprise.
The check had Njoku’s name and address on it and was issued by JP Morgan Chase. But the Chase Customer Banker who handles large checks at the Auburn branch was immediately suspicious.
“I was embarrassed,” Njoku said. “She asked me what I did for a living. Asked me where I got the check from, looked me up and down—like ‘you just bought a house in Auburn, really?’ She didn’t believe that,” he said.
The Customer Banker said the check looked fake, so she took it, along with Njoku’s driver license and credit card, and called Bank Support.
After waiting for about 15 minutes, Njoku said he got impatient and told Chase he was leaving to do an important errand. By the time he got back, the bank was closed. Njoku said he called customer service and asked them what he should do. He says they told him to go back to the bank the next day to get his money.
But when Njoku arrived, it wasn’t the money that was waiting for him.
“They just threw me in jail; they called the police and said this guy has a fraudulent check,” Njoku said.
Auburn police arrested him for forgery – a felony crime.
“I was like – you’re making a mistake, you’re making a mistake, don’t take me to jail, I got work tomorrow. I can’t afford to miss work,” he said.
Njoku was taken to jail on June 24, 2010, which was a Thursday. The next day, Chase Special Investigations, realized it was a mistake. The check was legitimate. The Investigator called Auburn Police and left a message with the detective handling the case, but it was her day off. So Njoku stayed in jail for the entire weekend. Finally, on Monday, he was released.
Auburn Police Commander Dave Colglazier said Chase could have done a lot more to let them know they’d locked up an innocent man.
“We do have a main line that comes into our front office,” he said. “There are ways to reach someone 24/7 at a police department.”
For Njoku, going to jail for five days meant a lot more than just losing his freedom. He said the entire time he was “just stressed out…trying to figure out what was going on with my vehicle.  I love my vehicle,” he said.
Njoku’s car had been towed from the bank parking lot and his check seized as evidence.
“I had to wait a couple of weeks,” he said, “and my car got sold, auctioned off.”
Njoku says he didn’t have the money to pay the impound fees and fines to get his car back before it was sold.  He said he also lost his job because he didn’t show up for work while he was in jail.
After all of that, Njoku said he never heard a word from Chase.
“They haven’t even sent me a letter or apologized,” he said. “It’s been a year we’ve been trying to contact these guys.”
Finally, A Seattle attorney offered to help. Last week, Felix Luna sent Chase a scathing letter. Read the attorneys’ letter to Chase
“It’s one thing to make a mistake,” Luna said. “It’s one thing to make multiple errors of judgment like Chase has made and then, once you realize that your error has caused such harm to somebody else, to just ignore it for a year. I think he deserved better. I think all their customers do.”
Like Njoku, KING 5 had a difficult time getting answers from Chase. A week after first contacting them, they sent a two line e-mail.
“We received the letter and are reviewing the situation.  We’ll be reaching out to the customer,” wrote Darcy Donoahoe-Wilmot, from Chase Media Relations.
But on Thursday, Chase issued an apology.
Njoku said that even after he got out of jail, he said was confused and upset. “For a month, two months, I was just down and depressed,” he said.
He’s still happy he bought his house, but sad that his experience with his own bank was so humiliating.
“They treated me like a criminal,” he said.
Here is the follow up story:

AUBURN, Wash. – Chase Bank has issued an apology for having a customer arrested for trying to cash a Chase cashier’s check at a bank branch in Auburn.

Ikenna Njoku, 28, was accused of forging the check which had been mailed to him by Chase. The customer banker who handles large checks for the Chase branch told KING 5 the check looked fake, so she called police. Njoku was arrested and taken to jail June 24, 2010.

Read the original story here

The next day, Chase Special Investigations realized there had been a mistake and the check was legitimate. According to the police report, the investigator left a voice mail for a detective, but it was her day off, so no one heard the message until the following Monday.
Njoku spent five days and four nights in jail before being released.
“This is a very unfortunate situation,” wrote Darcy Donahoe-Wilmot of Chase Public Relations. “We apologize to Mr. Njoku and deeply regret what happened to him. We are working quickly to understand all the details so we can reach a fair resolution.”


  • By coakl, July 25, 2011 @ 11:42 am

    The check looked fake because the cashier’s checks from Chase back office look slightly different from the ones issued at the retail branches. There’s extra graphics on the front. Its just different enough to make you wonder if this is a fake drawn by a fraudster on his computer.

    To complicate matters, the quality of the back office check is worse…another factor that often indicates fraud. In fact, the poorer print quality and lighter colors of the back office checks do look like a phony knock-off. Back office should generate checks that look exactly like one from a retail branch OR use a completely different design.

    Yet another example of poor system design and thoughtless, careless planning at Chase. On top of the evil greed that is Chase, you have all sorts of customer service land mines, primed to explode in your face at the slightest provocation.

  • By Randy, July 28, 2011 @ 12:45 pm

    So many reasons to believe this was a race based decision by cashier and Police. Why are the police not being sued? Do we arrest on the accusation?
    What is wrong in America when the bank can get you arrested by simply pointing a finger.

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