Consumer complaint received 2023-09-19
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XX/XX/XXXX my car was broken into in XXXX California. 

At approximately XXXX the break in was reported to the police. At approximately XXXX, then again at XXXX Chase was called and the theft was reported to them. A new debit card was issued. ( See attachment " Call Log of report to chase immediately after calling XXXX '' ). 

XXXX XXXX XXXX Sheriff 's Department Case # XXXX This case number is for both the car break on and the Chase branch theft. ( see attachment " XXXX XXXX '' ) On XX/XX/XXXX just after XXXX we received a phone call from a teller at a branch in northern California XXXX we are in XXXX XXXX XXXX. He explained that someone came into the branch and was very suspicious. We confirmed it wasn't us, and he explains he was just then putting fraud alerts on our account. 

He advised us to login and change our account passwords. XXXX minutes later at around XXXX I sat at my computer to change our passwords. 

When I logged in at that time I discovered that {$1900.00} was missing from our checking account ( see attachment " Fraudulent Withdrawal slip that XXXX XXXX '' ). It was a withdrawal, IN PERSON at a Chase branch ( see attachment " Branch Location Where Fraud Took XXXX '' ). It's assumed that the person used my stolen California Drivers license. 
It is unknown how and what other form of ID they provided. And at this time, there should have been alerts. Again, if not when I first reported the robbery/theft on XX/XX/XXXX. But just earlier that morning from the other teller that called us. 

At this moment, XX/XX/XXXX at XXXX we still do not have OUR MONEY. It has been XXXX calendar days, XXXX business days. The only compromise the branch manager was willing to do was give us {$200.00} cash on XX/XX/XXXX, because it was our sons XXXX birthday the next day. So of the {$1900.00} that is owed, we are now still currently owed {$1700.00}. 

In addition to not having our money Chase has taken the funds from a fraudulent check that the person attempted to deposit. In the amount of {$3400.00} ( see attachment " Fraudulent Check that XXXX XXXX XXXX ). 
**Please note we went to a branch ( XXXX XXXX XXXX XXXX XXXXXXXX XXXX  XXXX immediately on Saturday the XXXX. We also were at the branch multiple times during the week of XXXX XXXX. This fraudulent check wasn't discovered until the XXXX or XXXX, when the funds were pulled from our account. 

At no point in time did any funds from that fraudulent check hit/credit our account. Not one single penny. Yet Chase has taken those funds out of our account. The {$1900.00} that was stolen from us was our own money. From our payday just the day before. 

So at this moment in time Chase has not credited us back OUR {$1700.00}. But also has the fraudulent {$3400.00} check posted against us. Our checking account is sitting at XXXX. 

We are a family of XXXX. We have XXXX young children and haven't had access to OUR money in 10 days now. We are unable to put gas in our cars or buy groceries to feed our children. We are becoming severely impacted by the lack of Chase 's attempt to correct THEIR wrong. The hardship this iscreating is spiraling. I missed work on Monday of last week and my husband had to end up missing work Wednesday because of this. We are beyond stressed with what this is doing to our bills and situation. And it's only getting worse. 

We were not only proactive in reporting the theft to Chase but we have done everything within our power to provide patience and information for Chase to resolve this. And they have yet to do so. 

At the end of the day Chase is liable for forgeries. And they have a legal and likely contractual obligation to only pay items properly payable against our account. And they were unable to do so. Again, at no fault of ours.

Chase is at this time also denying that they are obligated to provide us provisional credit while they do their investigation. 

They are stonewalling us and have us in an absolute chokehold. Our children are the ones really paying for this. 

We are now obtaining legal direction and advice, and will move forward with this situation according to their direction. Starting with this report here.

Company response to consumer: Closed with monetary relief