Consumer complaint received 2023-01-21
Company: JPMORGAN CHASE & CO.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XXXX XXXX my coworker got a text and a phone call from a fraudster pretending to be working for Chase. He got into her account and sent out multiple unauthorized XXXX to a couple of her contacts including myself for a total of {$5000.00}. I then proceeded to send her the money back but since XXXX only allows a limit of $ XXXX per day. I had to send it on 3 consecutive days XXXX, and XXXX  ( which show up on my XXXX activity list ) When XXXX came around, I started getting all this notifications that my payments were declided and not processing. I was completely unaware that my account was frozen because we had just deposited cash and my check was directly deposited with no problem. I decided to call Chase to figure out what was going on and to my surprise my account was frozen due to a fraud claim that was under investigation. After explaining what had happened to multiple people that I was redirected to, I was under the impression they understood the situation and the problem would be solve but it would take 5-7 bussines days to unfreeze my account. In the meantime, I was left with all this unpaid bills, including my mortgage, late fees, not mention all this happened during the holidays. I had to figure out how to pay since I wasn't allowed to utilize any of my money in the account. Almost 2 weeks went by and I noticed on XX/XX/XXXX ( while my account was still frozen ) there was an unauthorized withdrawal for a total of {$5000.00} with a " Reverse Dispute credit " description. 
I made an appointment with one of the chase branches on XX/XX/XXXX to figure out what was going on. Once again after being redirected to multiple people and explaining that the money taken unauthorized from my account was in fact my money and not the other person 's. They made me believe this issue would be solve after the proper investigation was completed and the money would reflect back into the account once it was unfrozen. But again I had to wait another 5-7 bussines days. I waited and nothing was getting solved. I called a third time but this time around they were able to unfreeze my account but I was still missing the {$5000.00}. They went about to tell me the case was still pending and it would take more days to be completed. I called a forth time to check status on the unauthorized withdrawal and all they told was that the money was credited to my friend to make her whole and the only way to get it back was for me to ask her for it. 
I don't understand how Chase went about the investigation if it clearly shows that I indeed sent her the money back and what was wrongfully taken out of my account was out my own money. I went again to another chase bank on two different days to try to get some help and got the same answer. 
I feel scammed by Chase, they didn't do a diligent investigation otherwise they would of checked my XXXX  activity list to prove that I was being honest. I've been a chase costumer for a long time and never been in such an unpleasant situation. They didn't acknowledge anything I said and clearly didn't even care to take a further step to look into the account. They made me feel like I was a scammer when all I did was the right thing in returning the money that didn't belong to me as soon as I received it. I have proofs but still chase doesn't care to solve the problem they created.

Company response to consumer: Closed with explanation