Consumer complaint received 2023-07-11
Company: JPMORGAN CHASE & CO.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
I am a victim of the Texas DPS drivers license fraud that happened earlier this year which I have provided a link here XXXX XXXX XXXXXXXX Essentially, my drivers license was sent out to a " crime organization '' by the DPS so they managed to use my DL to open fraudulent accounts with various banks and deposit/withdraw money from Chase. 

On XX/XX/XXXX I first noticed suspicious activity in my Chase Checking account. There were several deposits and a withdrawal that I did not make so I immediately contacted Chase Fraud line to submit a claim and freeze the account. I then went into a branch the next day and XXXX XXXX helped me close the compromised account and create a new checking account to transfer all my funds over. Over the next few days there were several more deposits and withdrawals that carried over to my new account. I also submitted a police report on XX/XX/XXXX as per instructed by my credit monitoring service but an officer has never reached out to me despite me calling over 5 times. I even called today XX/XX/XXXX and the rep told me that he is unable to provide a timeline on when an officer will be assigned to my case and that all he can do is send an email to his sergeant. 

Fast forward a few weeks and after all the adjustments were made by the Fraud team, my checking account is still missing {$280.00} ( see below for a complete breakdown ). 

Checking account balance before fraudulent activity : {$1400.00} on XX/XX/XXXX Fraudulent deposits : XXXX : {$1800.00} XXXX : {$520.00} XXXX : {$820.00} ( returned on XXXX ) XXXX : {$720.00} ( returned on XXXX ) Fraudulent withdrawal : XXXX : {$1300.00} ( returned on XXXX ) Claims withdrawals : XX/XX/XXXX : {$920.00} XX/XX/XXXX : {$750.00} XX/XX/XXXX : {$920.00} Checking account balance AFTER adjustments : {$1100.00} on XX/XX/XXXX ( not including XXXX transfer {$13.00} on XX/XX/XXXX ) Missing funds : {$280.00}. 

I made multiple phone calls to XXXX every week since XXXX and even started going into the XXXX XXXX XXXX XXXX starting on XX/XX/XXXX for several XXXX in a row during my days off to speak with XXXX XXXX XXXX XXXX XXXX ) to maintain consistency and carryover. Every time I called Chase claims department the representatives were hard to understand and seemed to disregard the importance of my case. On XX/XX/XXXX I submitted my supporting documents to XXXX as she was instructed by the claims department which included the DPS letter stating that my drivers license was sent out fraudulently, my FTC report, and my police report case # ( keep in mind an officer has still not contacted me yet ). 

Fast forward again several weeks without any resolution XXXX reached out to the escalation team to handle the case going forward. On XX/XX/XXXX I was contacted by XXXX from the escalation team asking about my case history then she submitted a request and informed that she would follow up in a few days. After several more weeks and more voicemails, XXXX finally reached back out to me on XX/XX/XXXX and stated that the claims department has come to the conclusion that the check maker has filed a dispute against the fraudulent checks that were deposited and that they can do nothing for my case. I explained that my frustrations with the entire process and asked for her to escalate it up the chain of command and she states she is unable to because she is the highest chain of command in the corporate office. XXXX placed me on a hold to get the claims department to elaborate on their decision making process and says she can not do anything about it because that is " just the repercussions of identity theft. '' She said that she is unable to override the claims department decision. She suggested that I reach out to the XXXX office as the last option for any chance. I asked her to transfer me to claims so I can speak to them myself. Upon being transferred to the claims department and being transferred several times to the supervisor named XXXX told me that my claim was in fact still open and that they are still working on the case. XXXX told me that it may take up to 120 days for a resolution which is contradictory to what the XXXX rep had told me. 

Now that it's been over 120 days, I gave the Claims department a call again today XX/XX/XXXX and the rep I spoke to named XXXX told me that my claim has been denied because the team deemed it as not being fraud. I have been with Chase for over 20 years and I am frustrated, I am upset, and I feel betrayed. I feel like no one is taking my issues seriously and that my voice is not important. 

This is clearly been stressing me out since I found out my identity was compromised in XX/XX/XXXX. Having to deal with other issuing banks to clear my name has been a nightmare all in itself but this matter has been the most frustrating because of how this process has XXXX handled. I have documented every detail since it all happened in XXXX. I just want my matter to be resolved.

Company response to consumer: Closed with explanation