Consumer complaint received 2023-11-06
Company: JPMORGAN CHASE & CO.
State: CT
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
XXXX Chase Account Closing and Cash Balance in Question To : JPMorgan Chase On XX/XX/XXXX, JPMorgan Chase closed my personal checking account. The balance was {$750000.00}. The account was closed after Chase allowed a fraudulent savings account to be created, with me as a Secondary on the fraudulent savings account. The XXXX was then able to transfer {$18000.00} from my checking account to the fraudulent savings account where he later withdrew the funds. A similar thing occurred in XX/XX/XXXX but was resolved relatively quickly. 
Upon finding the fraudulent activity a week earlier, on XX/XX/XXXX, I alerted Chase to that activity by speaking to someone in the XXXX department. The person I spoke to asked if I was XXXX XXXX, who I have determined is the likely Fraudster, and I said that is not me and that person should not be allowed to do anything in my accounts. I asked them how this had happened because my account was specifically flagged for ID theft and special handling, and any person claiming to be me must know a top secret password that only I knowbut Chase has not been following this internal procedure as fraud has occurred in my accounts 4 times in 12 months. The Fraud department helpline person may have been confused because they told me that no money was taken from my checking account, which I was later able to verify was incorrect, {$18000.00} had been fraudulently transferred to the savings account in XXXX separate transfers. 
I spent the remaining month of XXXX and XXXX, trying to work with various XXXX line individuals to determine if/when the {$18000.00} taken from me would be returned ( this was my XXXX time dealing with Fraud on my Chase accounts so I have been through the process before and just last week spent XXXX hours dealing with a compromised business account there ). I also tried to have the $ XXXX remaining balance sent to me but was told the funds were in suspense while the Fraud investigation was ongoing. I was not able to get much information through these weeks of calling, spending roughly XXXX hours several times per week to no avail. I was sent to various departments where I would share my situation, only to be transferred to another department that could not solve the issue. I was often told, we are investigation the situation. One person in XXXX where accounts are closed for dead people said to me, youre not dead. So XXXX cant help you. And hung up. One time I heard we are trying to determine your identity and I thought that was strange because I had told them my identity, address, etc That person asked me, Well arent you XXXX XXXX? I said no he is the fraudster. Why are you calling to give my money to the fraudster. You should be call me! I was in the local branch. They know my identity At the end of XXXX, I spoke to one person who suggested that I try to get a $ XXXX wire reversed by the party that had sent it to me in XXXX. This was a very strange suggestion and I declined to do that for obvious reasons. 
I visited the local Chase branch several times to get their assistance on this issue. They would work through the XXXX lines, similar to me, and not be able to obtain much information about the $ XXXX balance and where that stood. Through one of the calls, we were told that the Chase Fraud team had been trying to reach me, XXXX XXXX and I said NO, that is not who I am, XXXX XXXX is the fraudster. XXXX XXXX is the victim and that is when I concluded that an error had been made at the time of initial entry of the XXXX, confusing who was the victim and who was the perpetrator. the helper in the branch said they were working to credit the closed savings account, which was the Fraudulent savings account. I worked with XXXX at the Chase XXXX to rectify the confusion, clearly stating who was victim and perpetrator and they seemingly made some changes to their internal records but I dont know that for fact ; this seemed to help make progress to where the XXXX team started working through the {$18000.00} stolen money issue and resolved that satisfactorily. On XX/XX/XXXX, I was told by XXXX from the XXXX lines that XXXX XXXX had reviewed the XXXX and approved {$18000.00} to be sent to me for the fraud claims. I deposited the {$18000.00} on XX/XX/XXXX. 
So while feeling good about the XXXX situation getting cleared up, I did not have any info on the suspended balance so I again worked with the Chase branch individual, XXXX, who had helped me a few times before, on trying to navigate how to get the $ XXXX from the closed checking account. On XX/XX/XXXX, I asked XXXX if I should get a lawyer, and she said when I mentioned that, she needed to file a formal Escalation Complaint, which she did on my behalf. XXXX days after the Escalation Complaint, XXXX XXXX called me to say he was assigned to the case and he had sent a demand to the back office to give him more information in 2 days. He then called me back, a days later to say that I should be getting a check for the full amount in XXXX business days. That was on XX/XX/XXXX. 
I followed up with XXXX in XXXX, after XXXX days had passed to tell him that I had not received the check for $ XXXX. He phoned me back saying he was working on it and I should be patient, the money was coming. That was the last that I spoke to XXXX. I have tried calling him XXXX per week since then, and have left voicemails each time, and I have even left voicemails for the XXXX inbox for the Escalation department. They have also not called me back. 
XXXX starting to wonder if Chase made a mistake and sent the $ XXXX to XXXX XXXX and they are not telling me that. Recent calls to the general XXXX XXXX have proven to be dead ends with people telling me that its sitting with the Back Office and there is nothing they can do. 

Please help.

Company response to consumer: Closed with non-monetary relief