Consumer complaint received 2023-01-23
Company: JPMORGAN CHASE & CO.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I am writing to complain about Chase Bank and its unbelievably awful handling of my Fraud case claim. I registered a Fraud claim on XX/XX/XXXX, and after speaking to countless people at the bank since then, I am no closer to getting a resolution. 

Back on XX/XX/XXXX, I was scammed out of XXXX {$13000.00}. I received a call from someone claiming they worked at Chase bank, asking if I was trying to send money to an unknown person. They asked if I was in XXXX at that moment and did I recognise this attempt at transferring money. I panicked because I was currently in XXXX and did not know the supposed recipient. This was not me. I, believing I was speaking to someone at Chase, followed all the steps they asked me to ensure that none of the money was being taken out of my account. Unknowingly, I then fell for the actual scam.

Once I realised what had happened moments later, I then called the Chase Fraud line, and I was directed to the secure messaging portal in the app. There, I was given a case number, and I was assured that these things happen, that I was insured up to {$250000.00}, and that my money would likely be returned within 24 hrs. Here in lies the first of many banking failures- even after informing them that someone unknown to me had accessed my account and funds, no one person put a block on my account. As a result, the account went overdrawn and has incurred bank fees since then. 

Upon my arrival back in XXXX XX/XX/XXXX I called Chase bank to learn what was going on, as I had not heard anything further. After finally getting through to someone who knew something, I was told that the case was still under review and was most likely going to take max. 10 days to resolve. Then started the second part of their banking failures ; I called every day, and without fail, I was passed from person to person, department to department, until the line finally dropped off. Every time I was assured by someone that they were going to de-brief the other person in the right department, and every time I was transferred, it was to someone new who had no idea of my reason for calling. Of the c. 8 times I called over those following days, my wife was privy to three of those calls, and she can give testament to how ridiculous this was. I was desperately trying to find out what was being done to resolve the case and when I was going to get the money back that I so desperately needed. I got nothing. Out of total despair, on XX/XX/XXXX, I went to a branch in person to speak to someone. There at Chase Bank, XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. I spoke to XXXX XXXX. She sat with me on the phone with various departments, desperately trying to get an answer for me. Even calling from her Chase phone, she just got passed from department to department without any resolution. I told her I was going to the XXXX for the holidays, and she assured me that I could contact her directly and would keep on top of this. 

On the XXXX of XXXX, after not hearing anything, I went to the XXXX for the extended XXXX break. There, I waited patiently for any news from the bank. Nothing. I called and had the same experience ; no one knew anything. I emailed XXXX twice and never heard any reply. What is the point in having an XXXX of people on the phone or Chase members of staff " on hand to help '' if no one actually does anything? After drumming up considerate phone bills, on the XX/XX/XXXX, I finally got through to someone who said that the case had been under review and that they had decided to close it. I could not believe it. How had this case been closed before anyone had even reached out to me? I decided to wait until I was home in XXXX before I could take this up again with someone in person. 

XX/XX/XXXX I went to Chase bank, XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX and spoke to ( floating ) manager XXXX XXXX. I told XXXX everything that had happened, and he said he would see what he could do. As I sat there with my wife, we heard how XXXX was himself passed from department to department until he was told that the Wire Fraud department did not have a telephone number, so no one could talk to them on the phone. How, 6 weeks later, was this the first time someone had told me this? He then went on the internal mail server and corresponded with the Fraud team. To my amazement and surprise, they confirmed that the case was actually still open, under review, and that they were waiting to hear from the recipient 's bank!!!! How was I told prior to XXXX that the case was closed when in actual fact, it was still open? What is the truth here? Furthermore, to his and our total disbelief, the account was still open, as usual, and hadn't been blocked like I was told it would be - 6 weeks after the fact!

I have fallen victim to a horrible case of fraud. I believed I was speaking to someone at Chase and was deceived. Not only has this left me moneyless and created total distrust, but I have also received absolutely no help from my bank. 6 weeks have passed, and not one person has been able to help me. This is different from how a bank should treat their customers. I feel like I have been scammed twice ; once by the scam XXXX and once by the bank who I entrusted with my money. 

If, indeed, it's true that every time you call Chase, they say the call is being recorded, then they have countless recordings of me calling in, trying to get through to someone, in total despair, without any luck. 

I desperately need some help. XXXX

Company response to consumer: Closed with explanation