Product: Checking or savings account

On the evening of XX/XX/24 I noticed that there was an unauthorized transfer in the amount of {$1900.00} out of my savings account to a " XXXX XXXX '' that was not authorized by me. I googled " XXXX XXXX '' to see what this even was and the search came up with warnings for fraudulent scams. I tried calling my Chase Bank branch and it was closed. 

The next morning on XX/XX/24, I called the Chase Bank in XXXX, IL and spoke to a woman named XXXX XXXX, Vice President, and XXXX was able to get me an appointment at another Chase XXXX in XXXX, IL at XXXX pm with a XXXX XXXX, Assistant Vice President. The appointment was a XXXX XXXX XXXX from my home. When I arrived, XXXX XXXX advised me to freeze my compromised savings account immediately and open a new savings account with a new online profile as well. This was due to the fact that they believed that an external account was added to the profile and that the money was transferred and then the external account was removed immediately after the transfer. XXXX advised me to run virus scans and change passwords on all accounts. XXXX XXXX called the internal Chase Fraud Department and opened a claim for the missing {$1900.00}. The Fraud Department informed XXXX and myself that the transaction was believed to have been made from a XXXX machine on XX/XX/24 at XXXX ( XXXX ) from XXXX XXXX XXXX TX XXXX XXXX, California XXXX 

On XX/XX/24 the {$1900.00} was deposited into my new savings account from Chase. Chase informed me that I would be sent results of the investigation. 

On XX/XX/24 Chase made a claim reversal withdrawal of the {$1900.00} against my savings account. Chase took the money back. Chase did not inform me that this was happening. I have still not yet received any results of their initial investigation. I still have no idea of what happened, how it happened, or how to protect my money in the future. I operated with such quick speed to expedite this and Chase still has not identified where the money went. I was hoping with this quick action the transaction could be reversed and the money recovered. 

The next day XX/XX/24 I went into the Chase branch in XXXX, IL and met with XXXX XXXX, Relationship Banker. XXXX called the internal Chase Fraud Department people and was told that the investigation was concluded and that they told me that this could have happened via cell phone face id ( this speculation and no proof of this has been provided to me ). At no time whatsoever was my cell phone out of my possession, ever. The time of day that I was told that this transaction occurred was simply not possible. The Manager at this Chase branch in XXXX, XXXX XXXX, Vice President, came over to assist with this claim. XXXX mentioned that she had seen this type of fraud before and would help us escalate this case further with Chase. 

I have filed a police report with the XXXX XXXX XXXX XXXX XXXX ( Report # XXXX ). I emailed a copy to XXXX. 

XXXX told me that she found out from the Fraud Dept that the money allegedly went to a place called Shopify.com and that the money was pulled from an external transfer. Upon hearing this news, I tried contacting Shopify.com and had an online chat with a representative/manager. They looked at all their records and could not find any transactions related to me or with the account number I provided them with from the description of the transaction from XX/XX/24. Shopify.com then advised me to go back to my bank immediately since they have confirmed that the reduction of the amount of {$1900.00} in my account was not due to paying a bill rather a bank transfer which was initiated from my banks end without my knowledge and that they should assist me with investigating this. 

I then emailed this information to XXXX XXXX as well. 

I also filed a Consumer Report to the FTC detailing what happened as recommended by the XXXX XXXX XXXX XXXX XXXX. The FTC report # is : XXXX. 

To this date I still have not received from chase yet : my money back, how this happened, how to prevent this in the future.