Consumer complaint received 2019-05-27
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
I have been a loyal Chase bank customer since XXXX. I opened Chase business account in XXXX to support a new business I founded. However, since around XXXX, the business account has not been actively used as I gained a full-time job. The balance in my business account has been between {$1500.00} and {$1600.00} to avoid monthly charges. 

On XX/XX/XXXX, I received Chase email alerts indicating both of my account balance was low. I logged into my Chase account online and found out that my account was compromised. Someone going by the name of XXXX XXXX made himself as one of XXXX by XXXX recipients and paid himself {$900.00} from personal account ending in XXXX using XXXX by XXXX. Then he transferred {$900.00} from personal acct. ending in XXXX to my business account ending in XXXX. 

On XX/XX/XXXX, he withdrew {$2000.00} and {$430.00} in two separate transactions, from my business acct. ending in XXXX using XXXX by XXXX, under the name of XXXX. XXXX. The hacker was smart and apparently is having a success in confusing Chase bank by changing the recipient name to XXXX. XXXX, my wife. However, when you see XXXX activity page, you will see that the only person I've been sending and receiving money is XXXX. XXXX, my wife, since XX/XX/XXXX. We have a joint checking account at XXXX  XXXX XXXX, and I've been sending money to XXXX XXXX XXXX account to save money. The email associated with XXXX. XXXX is XXXX. The email associated with XXXX XXXX is XXXX, and the email associated with those two transactions of {$2000.00} and {$430.00} reportedly sent to XXXX. XXXX, is XXXX. We do not know these email addresses. These emails are associated with the hacker but I do not think Chase has investigated these email addresses. 

I called Chase fraud department on XX/XX/XXXX and closed all Chase checking accounts as well as credit cards. On XX/XX/XXXX I visited a local Chase branch to reopen checking accounts and to submit a claim ( claim # XXXX ) to my lost funds. 

Chase reversed the {$900.00} charge to XXXX XXXX on XX/XX/XXXX. However, Chase is not honoring my claim for {$2400.00} for reasons not clearly explained. Chase keeps insisting that the transaction was processed correctly or was authorized because they could not find any password changes or other indications of fraud. 

With the help of a local Chase branch relationship manager, XXXX XXXX. of XXXX XXXX branch, I acquired a signed letter from a local XXXX  XXXX XXXX branch that confirmed the only email address associated with our XXXX XXXX XXXX account is XXXX as well as recent bank statements confirming no transfer of funds for {$2000.00} and {$430.00}. My wife, XXXX. XXXX, also signed a letter confirming that the only email address associated with my XXXX XXXX XXXX account is XXXX. XXXX XXXX. faxed these documents on XX/XX/XXXX to Chase fraud department. 

Once again, on XX/XX/XXXX, I received a letter from Chase bank that they will not honor my claim due to the reasons stated above. They did not provide any explanations for the different emails used to fraudulently withdraw the funds using XXXX by XXXX and XXXX XXXX XXXX statements indicating no transfer of funds from Chase bank for {$2000.00} and {$430.00}. Chase fraud department may not have looked at this claim seriously as they may have thought I initiated the transfer because of recipient 's name noted as my wife 's name. 

Also during the first week of XX/XX/XXXX, I filed a police report with XXXX XXXX police department ( case # XXXX ). Reportedly the investigation would take several months.

Company response to consumer: Closed with monetary relief