Consumer complaint received 2019-06-29
Company: JPMORGAN CHASE & CO.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Chase received a claim on my account stating that my XXXX XXXX sender has raised a claim stating that I am a fraudulent recipient of the money that he has sent to me. Because of which Chase froze my account from withdrawal and also suspended my online account access. When I reached out to the claimant he mentioned that his wallet was stolen and that he didn't raise this claim and I and him met in front of the Chase Banker in the local chase branch and explained the situation and he also handed a hand written letter that he had written to the chase claims department specifying that he is withdrawing his claim. In spite of the physical appearance and explaining the situation to the chase branch banker and also providing the hand written letter to the banker in the branch - our case was not taken and chase still is keeping my account and his account also in frozen status and also denying all my regular bills. 

Chase specifies that the fraud department has to get the fax and they have to do the investigation. But when claimant himself is physically present there and is confirming that he is withdrawing the claim and that he hasn't made the claim why is chase not accepting that statement - what authorities does the bank branch representatives have? what else is the claims fraud department going to investigate here and what are they going to find out? 

When Chase is saying that they froze my account so that someone will not drain my account why are they not giving me all the money that I have in my account when I am present there physically so that no one will drain my account unauthorized and my money is protected with me. 

Chase is causing more inconvenience for me and I don't see any value in their branch 's presence and the bankers are seemed to have zero authorizations to handle critical conditions and I am not sure how someone who is present somewhere with a hand written note will start investigation and confirm if that is not a fraud when we are present there physically and our identifies are verified with the drivers license and both verbal and written statements are given. 

This situation and the way chase is handling the issue has made me upset for the past couple days that I am unable to eat or sleep properly and my health is weakening because of this. My bills are due and I don't have any money of my own to pay the bills and I am also worried about the late charges and finance charges that will appear in my account because chase is denying the payments. 

This problem started on XX/XX/XXXX night when I was trying to access my account and noticed that my account was suspended and I called the bank to find out about the problem. I went to the Bank XXXX on XX/XX/XXXX with some additional documents and again on XX/XX/XXXX I went to the bank with the claimant. I went to the bank again on Thursday XX/XX/XXXX. I am calling the bank branch every single day about this issue. All these are not working still. 

I have missed work a lot in this week because of this issue because it has impacted my health a lot. I am unable to eat or sleep well because of this issue.

Company response to consumer: Closed with explanation