Consumer complaint received 2018-10-22
Company: JPMORGAN CHASE & CO.
State: DC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Hello : This year, specifically this summer has been a busy time for me and an expense time period. I got married, planned and went on a honeymoon, and am currently unemployed looking for work. 

During this time period I have had many expenses flowing into/ out of my bank accounts and credit cards. To reduce risk of fraudulent activity I only used my credit cards for large purchases. Believing that my Bank, Chase Bank, was continuously monitoring my account for fraud. 

On XX/XX/XXXX I logged into my account from my phone to view my bank account which I noticed was low, and noticed there were a series of fraudulent transfers, ACH transfers from my Chase Banking Account ( Checking Account ) out of the account through some service at XXXX ( XXXX immediate ACH transfer ). These transfers were large in size ( $ amount ) in XXXX and XXXX, over the most recently 60 days, and I immediately called Chase to have my account rectified, monies refunded, etc. Chase was rather unhelpful over the phone. I was continually bounced between ( a ) customer service ( which only handles certain aspects of an account ), ( b ) claims services, and (  c ) fraud monitoring. 

The fraud transfers, $ Dollar amounts, vendor, and date are noted below. 

1 - XX/XX/XXXX - {$1200.00} - to XXXX XXXX - via XXXX ( from Chase ) 2 - XX/XX/XXXX - {$610.00} - XXXX XXXX - via XXXX ( from Chase ) 3 - XX/XX/XXXX - {$600.00} - XXXX XXXX - via XXXX ( from Chase ) 4 - XX/XX/XXXX - {$930.00} - XXXX XXXX - via XXXX ( from Chase ) 5 - XX/XX/XXXX - {$590.00} - XXXX - via XXXX ( from Chase ) 6 - XX/XX/XXXX - {$71.00} - XXXX XXXX - via XXXX ( from Chase ) 7 - XX/XX/XXXX - {$26.00} - XXXX - via XXXX ( from Chase ) 8 - XX/XX/XXXX - {$25.00} - XXXX XXXX - via XXXX ( from Chase ) 9 - XX/XX/XXXX - {$35.00} - XXXX - via XXXX  ( from Chase ) 10 - XX/XX/XXXX - {$15.00} - XXXX XXXX -via XXXX ( from Chase ) Two days after I noticed the charges in XXXX I called Chase to notify them of what I saw as fraudulent charges. Chase never notified me. It appears they did not think any of these charges were a-typical or out of the normal course of my daily life despite being a customer with Chase, originally a WAMU customer since I believe XXXX. 

After I called them last at night when I realized the charges, the Chase representatives stationed in XXXX were entirely unhelpful. It appeared they were reading from a script and did not re-assure nor provide helpful incites. 

As noted above, I was in the process of getting married earlier this summer and making sure all vendors paid. I then planned my honeymoon and went on the honeymoon. 

Chase did not contest the charges in a timely manner and XXXX has not released the information regarding the individual that created the account and made these fraudulent charges. 
I need CFPB to help me refund my money and help liaise between Chase and XXXX. 

I need these funds to cover routine monthly expenses. I am not being adequately covered in this situation by any lending institution. 

Best and Talk Soon, XXXX

Company response to consumer: Closed with non-monetary relief