Consumer complaint received 2022-05-18
Company: JPMORGAN CHASE & CO.
State: LA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX a deposit was made of {$50000.00} into Account for Chase Checking - XXXX from CBP transfer ( UNKNOWN SENDER ). ( This account belonged to XXXX XXXX, daughter of XXXX and XXXX XXXX ) ( XXXX XXXX is also listed on this account ) On XX/XX/XXXX a withdrawal was made of {$50000.00} from Account for Chase Checking - XXXX to CBP transfer and this amount was transferred to Account XXXX. ( This account belonged to XXXX and XXXX XXXX ) On XX/XX/XXXX a withdrawal was made of {$50000.00} from Account for Chase Checking XXXX to CBP transfer ( UNKNOWN ACCOUNT ). Chase bank never alerted of this activity to either XXXX or XXXX. The only reason this activity was discovered on XX/XX/XXXX was because there was a purchase online for XXXX XXXX XXXX for {$21000.00} made on a debit card ( XXXX ) XXXX XXXX 's card. This $ XXXX was XXXX XXXX XXXX personal money. Chase did send 2 text messages for this to be approved and we have proof from XXXX that XXXX never approved them. 
On XX/XX/XXXX XXXX XXXX called Chase to report fraud on account since they did not make any of these transactions. ( For their account XXXX and debit card XXXX linked to that account ). 
On XX/XX/XXXX XXXX XXXX noticed the activity on her account and called Chase to report fraud on account XXXX. 
On XX/XX/XXXX XXXX XXXX had appt at Chase General XXXX  XXXX location with XXXX XXXX / Personal Banker. Chase closed account XXXX and debit cards on account and opened new account with new debit cards issued. Chase closed account XXXX and issued new account and new debit card. XXXX XXXX XXXX XXXX told XXXX XXXX that her debit card was compromised and this was all fraudulent activity. 
On XX/XX/XXXX Chase bank credited new account for XXXX XXXX her personal money back for {$21000.00} into new account. 
on XX/XX/XXXX Chase bank reversed this charge and took the {$21000.00} back with no notification on why they were doing so. 
On XX/XX/XXXX XXXX XXXX noticed the money was missing AGAIN and called Chase. She was told that she lost and they couldn't help her. 
On XX/XX/XXXX XXXX XXXX went to Chase at XXXX XXXX and spoke with XXXX XXXX / Personal Banker. She called and reported the reversal and filed complaint with department. 
XX/XX/XXXX XXXX XXXX received a call from XXXX w/ Chase ( XXXX ext XXXX ) saying case is closed and nothing they can do. Suggested that XXXX file a police report and call XXXX to complain to escalation department ) On XX/XX/XXXX XXXX XXXX filed a police report for the {$21000.00} - ITEM # XXXX. 
XXXX XXXX contacted an attorney to handle this issue : XXXX XXXX with Law Offices of XXXX XXXX XXXX XXXX, XXXX. XXXX XXXX sent complaint letter to Chase and they responded with a letter stating that they reviewed the claims and that their research showed the amount of $ XXXX was denied because the funds were transferred back to the account XXXX. Those funds never left the client 's accounts. They reviewed the other claim for {$21000.00} and that was also denied because there was a one time passcode sent to your clients phone number. 
( If all of this was true then XXXX XXXX ( account XXXX ) should have {$50000.00} in her account after this and XXXX XXXX 's phone should have gotten an alert with a passcode notification to respond and authorize this request for purchase of {$21000.00}. Neither of these are accurate. There is no $ XXXX in any of these bank accounts and there was no text alert sent. 
Another letter was sent by XXXX XXXX, Law Offices of XXXX XXXX XXXX XXXX, XXXX to Chase : Re : Claim XXXX and Claim XXXX On XX/XX/XXXX, my office received a letter from your Executive Office wherein the following were represented : Claim number one regarding {$50000.00} ( XXXX ) was denied because your research allegedly showed that the funds were transferred from my clients account to her other account, and then back to the initial account, meaning that the funds never left my clients accounts. 
Claim number two regarding {$21000.00} ( XXXX ) was denied because the transaction was allegedly confirmed by a one-time passcode sent to my clients phone number ending in XXXX. 
To begin, please be advised that my clients are not seeking {$50000.00} and not making a claim that {$50000.00} has been taken from them. On XX/XX/XXXX, an unknown entity deposited {$50000.00} in my clients account ( XXXX-the XXXX account ) via CBP Transfer XXXX The same unknown entity then transferred that {$50000.00} to my clients other account ( XXXX XXXX account ) on the same day via Online Transfer XXXX The same unknown entity then withdrew that {$50000.00} from the XXXX account on the same day via CBP Transfer.

In other words, the {$50000.00} was never my clients money. Somebody put the money in their account, moved it to their other account, and withdrew it entirely. My clients never earned the money, never touched the money, and never made a claim for the money. My clients claimed the transactions were unauthorized because that is precisely what they weresomebody hijacked their bank accounts. 
The next day, an alleged card purchase for {$21000.00} was made with no pin number at an undisclosed location unlikely to be in Louisiana at XXXX XXXX XXXX using the card ending XXXX. This is the only claim for which my clients are requesting their money be returned. Without even putting fraud in the search, the top results on XXXX regarding, XXXX XXXX XXXX, are about the rampant fraud going on regarding bank accounts and XXXX XXXX XXXX My clients do not own crypto, have never invested in crypto, and, like the rest of us, are fully aware that crypto is nonsense. 
I am hopeful that the issue here is that the two claims have been processed in vacuums. The claims should be processed together. Clearly, the individual or entity who accessed my clients accounts the day before is either the same individual or entity who fraudulently withdrew {$21000.00} from their account or is in cahoots therewith. 
It is worth noting that in the years that my clients have held accounts at your bank, the massive {$50000.00} transfers were, to our knowledge, the only ones that have ever been made via CBP Transfer. Per my understanding after speaking with a Chase representative, a CBP Transfer is an XXXX transfer. My clients could not have possibly deposited money from overseas into their accounts and subsequently withdrawn money overseas from their accounts because they were not overseas. They were in Louisiana being victimized by an unknown entity. 
It also bears mentioning that, as made clear by the records in your possession, the staggering amounts involved in these transfers are completely out of line with the traditional purchases and transfers made by my clients. The obscene, one-time XXXX XXXX XXXX charge is also the only XXXX XXXX XXXX charge that has ever shown up on their statements. These transactions have no resemblance to any prior transactions in their lifelong history. It would be impossible for an unbiased party to look at these transfers and not see fraud. 
On XX/XX/XXXX, your bank credited my clients with {$21000.00} after a review of the charge. Without notification, on XX/XX/XXXX, your bank took the money back. At this time, I humbly request that your bank reconsider the action taken on XX/XX/XXXX. My clients are victims in this matter. I recognize that your bank has procedures it must follow and that this dispute may not be able to be resolved overnight or without litigation. But, if there is anything me or my clients can do to assist in resolving this matter amicably, please do no hesitate to call or write with requests or suggestions. 
Chase responded back still stating that they won't refund the money.

This is a clear case of fraud and we are talking about a high amount of money. XXXX has provided text documentation showing the 2 text messages coming in from Chase as INCOMING on XX/XX/XXXX with XXXX OUTGOING of XXXX XXXX approving anything. 

I have provided documentation.

Company response to consumer: Closed with explanation