Consumer complaint received 2018-05-24
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX, I accessed my fathers checking account with JP Morgan Chase bank. Since I have Power of Attorney over his financial affairs, I am the one who pays his bills, manages his checking and savings accounts, etc. The first thing I saw when I accessed his checking account was a withdrawal in the amount of {$6900.00} to pay a Chase credit card that did not belong to my father nor anyone else that I knew. I immediately contacted Chase and was told they would look into it and get back to me. A short time later, I was contacted and told to close the account since it looked like it had been hacked. I went to my local branch in XXXX XXXX, XXXX  and worked with one of the bankers to try to figure out what had happened. He said he would research the situation and advised me NOT to close the account yet, so I didnt. Two days later ( XX/XX/XXXX ), he told me he did not have any new information about what had happened, but that I should close the account and open a new checking account for my father, which I did. 
On XX/XX/XXXX, I flew to XXXX, XXXX  and met that afternoon with a Chase Private Client banker in XXXX, XXXX  where I had originally opened my fathers checking account a little over a year ago. She was aware of the situation with the hacking and was also researching what had happened. On that date she still had no new information. I opened another new account there for my father on that day which was a trust account. I left being told that everything that was possibly being done to figure out what had happened was being done. I spoke to the XXXX XXXX banker several more times in the next 5 days while I was there, but still no news was forthcoming. 
After returning to XXXX XXXX, I was once again checking my fathers accounts online on XX/XX/XXXX and discovered that his new checking account had an unathorized withdrawal in the amount of {$6700.00} to pay a DIFFERENT Chase credit card! I had never written any checks from this account since opening it, so no one had access to the routing or account numbers except me. Again, I immediately contacted Chase to report the fraud. The Private Client banker in XXXX was unavailable when I called her, so I spoke to someone at the XXXX number who took the information. Later I was able to speak to my contact in XXXX as well as the banker I had been working with in XXXX XXXX. Neither of them could believe that the exact same thing had happened again. And, again, I was told that they would research it and let me know if they found out what had happened. I was also informed that the first incident will have a final resolution on XX/XX/XXXX. In the meantime, Chase has redeposited the missing money ( both times ), but this is getting very old. In the meantime, I have no idea who is perpetrating this fraudulent activity nor how to prevent it from happening again. I did transfer most of my fathers money from his checking to his savings account since the savings have never been touched. When I need to write a check in the next week, Ill have enough in it to pay the bills. I would like to get a definitive answer as to what happened, not once, but twice to my fathers two different checking accounts. I dont need to know WHO withdrew the money, but Id like to know if it was a bank employee or some random person who hacked in. So far no one is able or willing to disclose this information. They should have easy access to the information since the two credit cards that were paid were issued by Chase Bank. In the meantime, I am forced to continually check my fathers accounts to make sure someone hasnt withdrawn more money.

Company response to consumer: Closed with explanation