Consumer complaint received 2016-02-20
Company: JPMORGAN CHASE & CO.
State: NJ
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
My case is about a person fraudulently withdrawing money from my XXXX chase checking accounts. The person on multiple occasions went to out of state chase branch location and withdrew monies using a withdrawal slip. The person had the possession of my ssn number and had a fake drivers license issued under my name. I first noticed it on XXXX XXXX XXXX evening on my chase transaction history and immediately called the customer service and notified them. I went to my local chase branch next day to inform them and to file a claim. While the banker was going through my historical transactions, she noticed XXXX additional fradulent transaction on XXXX/XXXX/XXXX on XXXX account and XXXX additional fraudulent transactions on the XXXX account on XXXX and XXXX ( XXXX ). I filed a police report on the same day ( XXXX/XXXX/XXXX ) for identity theft and informed the police of my situation. Once I got the police report back, i submitted my paperwork to local chase branch in XXXX NJ. 
I called up chase customer care multiple times to find out about the status of my claims. Finally around XXXX XXXX when i called my local banker, she informed me that my case was approved and i should receive the money. Since I did not receive money, i called the customer service again on XXXX and they left a voicemail for chase fraud dept to call me back. I got a call on XXXX from chase saying my whole claim is denied as I failed to report it within 90 days and it was due to my negligience. The lady i spoke to in chase fraud dept was not reach to reconsider my appeal and said i have to go through other means outside of bankand she can not help me. 

I feel that I may have overlooked the XXXX tranaction on XXXX on XXXX account and the XXXX transactions on other account in end of XXXX/ beginning of XXXX as it was not very obvious. I had also setup alerts on withdrawalsonmy chase account and they had stopped working. I was not even aware of these transactions until my banker pointed them out. I feel that bank is wrongly holding this against me and denying the whole claim. 
I feel the chase branch in XXXX did not do proper due deligience on multiple occasions and i am totally shocked on how they handle the withdrawals at local branch. Here is the summary of all the different occasions where the chase branch failed to do the due diligence and were negligient which resulted in the person being able to withdraw the monies. 
1. Bank failed to validate the signature and drivers license 2. Bank failed to raise an alert when the person walked in to branch almost every day, that too in a different state from where i live. The person never had a debit card every day and still bank failed to raise alert and without much care gave away the money. 
3. I am also a employee of chase so the bank already should have known that i am not working in XXXX and withdrawing cash every day from XXXX should have raised an alert. 
4. I had setup chase alerts on my accounts when i opened them. They stopped working at some point and i never received any alerts. I was relying on them to notify me in case of any withdrawals but they failed to alert. 
5. This last XXXX is a bummer which tells how inefficient and negligient this whole proceess is with chase banking. I closed out my impacted accounts on XXXX/XXXX/XXXX and put my account on fraud alert by visiting the local branch in XXXX. I opened new checking account and savings account. 2 days later, the same person unaware of the whole situation, walked into the same branch from where he was withdrawing monies before. He wrote the same old account number which was now in restricted status and my account was on fraud alert. The teller failed to detect this, striked out the old account number, wrote down the new account number which i opened couple days before and still allowed the person to withdraw the money.I felt that the bank manager could have easily handed him to police.

Company response to consumer: Closed with monetary relief