Consumer complaint received 2021-11-17
Company: JPMORGAN CHASE & CO.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Summary : Fraud claim only partially resolved - missing $ XXXX fraudulently withdrawn money Link to the full complaint for ease of readability :XX/XX/XXXX XXXX? XX/XX/XXXXI was the victim of an identity theft with $ XXXX stolen. Thieves gain access to my online Chase profile and did the following on XX/XX/XXXX : a. performed an online transfer to a newly created fraudulentXX/XX/XXXX checking account in the amount of $ XXXX and withdrew money from that fraudulent account I dont have access to ( fraudulent account ending in XXXX ) XXXX Thieves also withdrew $ XXXX via three fraudulent debit ATM transactions ( $ XXXX, $ XXXX, $ XXXX ) made via a fraudulently ordered debit card ( my own checking account ending in XXXX ) Status as communicated by Chase XXXX I filed both claims A and B under one fraud declaration which was partially resolved and Im missing $ XXXX for Claim B. When inquiring Chase fraud team, they closed the case by only partially refunding the funds stolen by resolving claim A with a $ XXXX refund. Claim B of $ XXXX has not been investigated properly by the identity theft team who it appears received both claims but only resolved claim A. The Identity thief department should have passed on the declared unauthorized ATM transactions to the debit card fraud department for further investigation on claim B. Reason invoked by Chase Fraud Identity Thief team is that claim B is invalid as these transactions are coming from my regular therefore legit checking account. According to first investigation, these other declared transactions come your current checking account are legit as they are coming from your current checking account. The reality is that the thieves accessed my online account and operated from my checking account as well. 

-> I have proof that these transactions were made from a new debit card fraudulently ordered and sent to a postal address in XXXX which is not my home. On XX/XX/XXXX ( day of the withdrawal ), I was at home working while these unauthorized transactions were performed somewhere else. I can provide proof that I was physically working from home with work meetings and these transactions are fraudulent. I formally asking Chase to look at this again. 

History : XX/XX/XXXX : Fraud team called me notifying me of these large amount unauthorized transactions. 
The day it happened, I immediately went to a branch to report the fraud. The private Client Banker under the name of XXXX XXXX XXXX XXXX ) helped me trace all fraud transactions including a newly created checking account which I did have access to. I reported to the police ALL claims A and B on XX/XX/17. 
I called Fraud department team asking for clarification on the declaration process : incorrect information was provided to me : FULL police report needs to be attached to a fraud declaration. I waited for the police to send me the report until I learned that a police report doesnt get sent : it is only filed but can not be mailed and shared in full to the filler for security reasons. 

XX/XX/XXXX : I called again the fraud team sharing this info, Ive given a new piece of information from another customer rep which is that in fact only the police report ID needs to be provided in the fraud declaration. This miscommunication made me waste a couple of precious days in filing this claim. I immediately went back to the branch and filed with client banker XXXX XXXX XXXX a declaration for all fraudulent transactions with an affidavit, clear explanation of all fraudulent transactions ( claim A & B ) and the police report ID ( which has all transactions ). Attached is the screenshot of XXXX computer providing the fax report ID to prove that I filed this from Chases branch for the day of this declaration was filed. 

XX/XX/XXXX : FraudulentXX/XX/XXXX checking account was closed and no communication was sent back to me by any Chase team about the investigation until I noticed 10K refunded on my checking account. I immediately filed again an escalation with branch manager XXXX XXXX XXXX to get the remaining XXXX  fraudulent ATM transactions of $ XXXX refunded. 

XX/XX/XXXX : again no communication sent by Chase Fraud team other than a letter sent to my online account on that day. Claim rejected claiming that the declaration has been filed outside of the XXXX days allowed timeline from the day of the unauthorized transaction. 
First it appears that the claim was sent to yet again the wrong department as its been received by the fraudulent check team even though these are fraudulent debit card withdrawals. Second they didnt event looked at the previously filed claim as we specifically requested. I suspect Chase fraud only looks at one account ID at a time while in my case thieves stole from multiple accounts ( details attached ). 
I immediately requested with private banker XXXX to reinstate claiming that a previous declaration was already filed on XX/XX/XXXX ( filed within the allowed timeline despite the delay caused by the miscommunication about the Police report needed to be provided in full ). 

XXXX XXXX Chase Fraud requested to speak with me- turns out they wanted to make sure I wanted to reinstate the escalation. Another bureaucratic time waste which delayed for yet a couple more days to initiate this investigation. 

XXXX XXXX : case rejected claiming that this was filed outside of acceptable timeline. 

During all this time, both private banker XXXX and myself had multiple phone conversations with Fraud departments. XXXX called about XXXX  times fraud departments re-explaining the case. I called XXXX times spending on average XXXX hours with a consistent rejection of either XX/XX/XXXXand myselfs formal request to reinstate the very first claim from XXXX. 

Conversations on the phone with XXXX team were unproductive for various reasons : bureaucratic loopholes betweens departments Identity theft vs fraudulent checks ( customer representatives not able to access files from different departments ), fraud teams mixing account numbers claiming it was incorrectly filed ( thieves stole money from two accounts ), incorrect information provided by fraud customer representatives e.g : fraud manager claiming I havent filed case on time, case filed to the wrong department is my fault ( although these are not fraudulent checks but debit card transactions ). On two occasions the fraud customer representatives hung up on me. 
Net net everyone XXXX and I talked to at the fraud department refused to grant our request to have fraud B. re-investigated by the appropriate team. 

Private Banker XXXX can vouch for my good will in providing all details right on time with all evidence the very same day this fraud happened. I have attached in this claim all statements including : - policy report - screenshot of the fax ID of the initial claim I filed in the acceptable timeframe - copy of the fraudulent debit card mailed to another location which is NOT my home - bank statements highlighting the ATM fraudulent transactions of 7K, 7K and 3K which Im asking refund for ( account ending in XXXX ) - copies of the XXXX ewithdrawals from account XXXX - bank statement of the $ XXXX transferred ( attached for reference as this has already been refunded by chase - account ending in XXXX )

Company response to consumer: Closed with monetary relief