Consumer complaint received 2022-11-01
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XX/XX/XXXX I researched personal loans via XXXX to understand more about them and potentially apply for one to pay off debt. On XX/XX/XXXX I received a call from a man posing as a representative of the " XXXX XXXX '' offering me a $ XXXX loan for 4 % interest rate, I asked questions that he answered and he sent over a contract to my email with XXXX XXXX branding. I e-signed the document but he never returned it to me or followed up with any next steps. 

On XX/XX/XXXX someone accessed my Chase XXXX XXXX and disputed over {$2400.00} in past charges to my account. Somehow someone had accessed my online portal, passed two-factor authentication, and posed as me ( stole my identity ) to make these fictitious disputes. This should have caused alarm to Chase, also because it was someone accessing my account from a new device ( not my regular XXXX computer or XXXX ). 

On XXXX - XXXX- they reversed over {$11000.00} in XXXX rental payments to my property management company ranging in dates from XXXX XXXX. XXXX XXXX, XXXX XXXX to XXXX XXXX. They allowed all of these reversals to happen and then made the cash available to my account while they investigated. On XXXX, they also wired money via XXXX from my account totaling {$10000.00} - cleaning out the account. 

Chase froze my bank account on XXXX while they conducted the investigation. In this time period, they would not answer any questions about the investigation directly, telling me how someone reversed an XXXX especially over 60 days and they said the rationale was to do so. They passed me off to various consumer claims departments via the phone all of which avoided answering any questions directly. I asked for a letter from my property management company to confirm the ongoing investigation to help me avoid potential eviction. 

They did not allow me to dispute the fraudulent debit disputes until I went in person to a branch and showed evidence that this was a fraudulent crime and told them that I had made a police report re : identity theft as well. I complained to the Branch that Chase should have caught the suspicious activity and in no time during those 3 days did they call me to confirm I was in fact the person making the disputes, requesting reversals, and wiring money via XXXX XXXX 

They additionally accepted a payroll deposit from my employer on XX/XX/XXXX after the account was " closed '' and refused me access to it, taking money from the payroll check to cover the fraudulent disputes. They revoked my access to my online portal - where all communication and statements about the investigation were being sent and would not print out the letters for me at the branch - essentially not allowing me to respond to the reports in a timely manner or be informed of updates on the investigation. 

They prematurely closed my case because I didn't respond to requests made in letters sent to the portal that I could not access. I am working with them to re-open the case due to their non-compliance with the process and investigative procedures. 

Chase has not been helpful in this matter and has not communicated to me while the investigation has been open and has not provided me with access to account information from my Chase online portal that I need in order to report these incidents to the authorities in regards to the identity theft case and file accurate claims to Chase to return funds owed to me, documentation to my landlord as well as to any vendors I have not been able to pay because of the loss of funds. Chase has not followed the investigative process outlined by its policies to protect consumers from Fraud and Identity Theft resulting in a loss in finances and potentially the loss of future finances due to Fraud and Identity theft that may occur outside of Chase. They have violated my rights as a customer resulting in significant personal damage outside of the loss of finances. 

I have asked for copies of all documents used in the investigation and a written explanation from Chase of all documents relating to fraudulent transactions made using my personal information as a business or creditor must give customers copies of applications or other business records relating to transactions and accounts that resulted from the theft of your identity. By law, they have to provide this to me in a form that I can read/receive. 

This continues to be an open case but Chase should have caught this activity starting on XX/XX/XXXX and should have been on high alert after the request for XXXX reversals for rent was made. They have been delinquent in their investigation and have essentially denied me access to any customer service for fraud or identity theft. They have caused an enormous amount of stress, financial loss, and damages due to their negligence.

Company response to consumer: Closed with explanation