Consumer complaint received 2019-01-10
Company: JPMORGAN CHASE & CO.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XX/XX/XXXX Chase made the decision to and did with no notice warning nothing to restrict and close all of the accounts my husband and I had with them and had with them for over 6 years due to some fraudulent activity I reported on these accounts. We are a lower income family my husband is a XXXX XXXX  XXXX veteran, I am a XXXX XXXX stay at home mom and we have XXXX XXXX XXXX XXXX XXXX children. Chase restricted all access to the accounts from us and stated all deposits and transactions would be denied/ blocked and returned. They refused to give us any of the money in the accounts not even the funds that weren't part of the fraud. They said the account would stay restricted for the next 10 business days while they finished investigating the claims and that when they were done they would close the accounts and the remaining balances would be sent to us by check 10 business days. They also denied all pending auto draft bill payments everything. They said they were not allowing any activity at all and that all direct deposits would be denied and sent back to sender. ( we had 3 scheduled direct deposits that we couldnt reverse because it was too late and around the holidays they were my husbands paycheck for {$1200.00} for two weeks of earnings that was supposed to hit the XX/XX/XXXX, my child support payment of {$230.00} that was scheduled for the XX/XX/XXXX and our XX/XX/XXXX XXXX XXXX year old daughters federal social security XXXX payment for XXXX for {$770.00} scheduled to be deposited XX/XX/XXXX. They refused our car payment {$400.00}, our insurance payment {$280.00} and {$230.00} phone bill they also held all of our money that we needed to pay rent and feed ourselves and our children etc. Well I got documentation and submit it with a statement that due to the XXXX  breach my husband and Is identity, financial, everything was compromised and stolen and were being fraudulently used etc. They opened over 15 fraudulent credit accounts as well as close to 100 inquiries for credit, they hacked all of our banking, utility and identity accounts and changed all of our identifying information, they charged thousands in fraudulent charges to our accounts they changed our log in info so we couldnt even monitor our accounts and had filed several fraudulent tax returns from for tax years XX/XX/XXXX- this year. They even stole my childrens social security numbers and information. I called chase to update them on all of this and inform them the fraud activity on our account was because of this and to appeal their ruling on our fraud claims. The fraud manager at chase proceeded to tell me " They didnt see any errors with the transaction or attempts to authorize a different amount so we We denied your claims because the transactions occurred within your geographical area, youve previously done business with the merchants, the card was in your possession and there were no bad PIN tries, and you monitored your account on chase.com during the time the fraudulent transactions were occurring, but didnt report them to us immediately. We mailed you a check for {$1300.00} Were sorry for any misunderstanding that may have occurred concerning how and when you would have access to the money in your account. We show this check paid on XX/XX/XXXX. The remaining money in your account ending in XXXX, which includes a direct deposit for {$770.00} that we received on XX/XX/XXXX will be held until your claims have been finalized. Your claim for the {$30.00} XXXX transaction is still being researched and has a final resolution date of XX/XX/XXXX. Well inform you of our claim decision in writing once it has been finalized. The remaining money in your account ending in XXXX, which includes a direct deposit for {$770.00}, will be held until your claims have been finalized. If any money is owed to you, well mail you a check. '' I said " You accepted the Direct deposit of my daughters federal social security XXXX payment of {$770.00} on XX/XX/XXXX even though you completely restricted our accounts on the 1XX/XX/XXXX and rejected all of our automatic bill payments and refused to let me withdraw any of the funds in our account???? Now youre telling me youre going to hold it along with the rest of our account balance till you finalize the dispute XX/XX/XXXX and will issue and send me a check for the remaining balance in 10 business days??? So you fraudulenty accepted and essentially stole my XXXX  daughters monthly federal ssi payment for XXXX and are not going to release it or give us access to it till end of XXXX early XXXX? '' She said well I dont know anything about that or why is was accepted etc. 
I said I want that resolved now or I will be filing a charges. Also I want to dispute the decisions made on my fraud claims they were absolutely not authorized and fraudulent they were a result of identity theft. I have never done any business with those online merchants ever! I dont ever shop online nor do I or have I ever spent that much money in single purchases. I notified you immediately when I realized the fraud I was not monitoring my account either. Theyre online not in my area. I am submitting the police report and all the documentation of the fraud including my information that was compromised in the credit reporting agency fraud. Including access to all my financial and personal accounts. Also saw 6-8 fraudulent inquiries for credit requests to you guys on my credit report that i want to dispute as well and know why i wasnt notified when my info was accessed and it was requested. 

This was tuesday XX/XX/XXXX, I have not gotten any response to my appeal/ challenging of their decision nor have they released my daughters federal payment or even responded as to how and why they accepted the deposit 10 days after completely restricting my account refusing bills and holding my income. 


This is illegal that was a federal direct deposit for social security payment for my XXXX XXXX year old daughter.

Company response to consumer: Closed with explanation