Consumer complaint received 2020-02-18
Company: JPMORGAN CHASE & CO.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
In XX/XX/XXXX my Grandson account in which I shared was compromised. Someone cashed a XXXX into his account when the most he has had in the account was XXXX he used for college expenses while attending the University of XXXX  at XXXX XXXX. He immediately called me. I went to Chase bank on XXXX XXXX XXXX in XXXX XXXX and spoke to a branch manager to make them aware of the fraudulent activity. I was told by the banker that they couldn't close the account but they would restrict the account. My question was how could the bank approve this transaction when their wasn't enough funds in the account to cover the fraudulent check. The banker stated she wasn't aware. I received a letter from Mr. XXXX XXXX stating he was the investigator on the account. I called him and he informed me that he needed to talk to my grandson about the transaction. Mr. XXXX stated that the transaction was made in California. I informed Mr. XXXX that my grandson was away at college in XXXX XXXX, Arkansas. My grandson called Mr. XXXX several times and left messages and he never return his calls. We have phone records to prove he called Mr. XXXX. XX/XX/XXXX another fraudulent check was cashed into a account that was supposed to be restricted. My daughter and I went to the same location in XXXX XXXX and spoke with the banker. We brought the letter that was sent from Mr. XXXX XXXX. The bank tried to call him and made several attempts and left a email as well. The banker stated that the XXXX was not cashed because the account was restricted. I filed a claim with the banker on XX/XX/XXXX. Mr. XXXX XXXX froze my husband account which doesn't have anything to do with my grandson account. He then took the XXXX from my husband account. My husband went to the XXXX XXXX  branch to inquire about his account and talked to a Banker name XXXX XXXX who gave my husband information about my grandson and my account without my permission. There are privacy laws that has been compromised. My Husband informed Ms. XXXX he doesn't have anything to do with my account and she told him she needed to talk to me after giving information about my separate account. My husband and I came back to the bank and Ms. XXXX called Mr. XXXX. Mr. XXXX yelled and stated that my grandson never called him so he took the money from my husband account. He then stated that no claim was filed. I informed him that I did filed a claim on XXXX. Mr. XXXX claimed he couldn't file a claim. Ms. XXXX researched it on her end and informed Mr. XXXX that a claim was filed. Mr. XXXX hung up. My daughter went to the XXXX  XXXX  location to file a complaint against Mr. XXXX and Ms. XXXX. We had to sign documentation giving her permission to talk to Mr. XXXX. My daughter talked to Mr. XXXX and he was extremely rude and stated that my grandson had to pay back the money. When my daughter asked him how was anyone able to cash a check of that account when he never had more than XXXX in the account since he has had the account. Mr. XXXX said he did not have to answer that question. My daughter also stated that my grandson can't be in three places at the same time. On XX/XX/XXXX he was in XXXX XXXX, Arkansas when that check was cashed and he can get an attendance log from his school stated that he was in class on both days the fraudulent activity occurred. After filing an complaint, Mr. XXXX changed his story in his supposed investigation. I obtain an attorney, who submitted information to chase bank. On XX/XX/XXXX, chase sent a letter stating now that the check was submitted through XXXX XXXX  ending in XXXX. My grandson Chase card ends with XXXX. Not sure what's going on but the numbers they gave are not associated with my grand son or myself. My daughter account was compromised twice while in XXXX XXXX. First time was in XXXX when we dropped my grandson off at school and second time was XXXX when we came for a visit. Many students from XXXX that attend XXXX have experienced the same thing. I truly feel like this is an inside job and someone from Chase bank is the real culprit. I am disappointed that this company prey on individuals and take their money. The amounts even changed during this supposed transactions. Mr. XXXX stated the first amount was XXXX but on the letter I received on XX/XX/XXXX they are now claiming XXXX was cashed on XX/XX/XXXX. When I went to the bank to obtain documents that was advised by my attorney, I was told they were told not to release anything or speak of this situation. I was advised by my attorney to file this complaint.

Company response to consumer: Closed with explanation