Consumer complaint received 2021-02-16
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
On XX/XX/XXXX ( XX/XX/XXXX ) Chase Bank sent me notice that my account ending in # XXXX was fraudulently compromised. The letter instructed me to contact Chase Bank. I called the number on the letter, the chase representative instructed me to go to any Chase Bank with 2 forms of ID. 
Due to XXXX XXXX, On XX/XX/XXXX, I went to XXXX XXXX XXXX XXXX XXXX , CA , XXXX. XXXX XXXX was the banker that verified my ID my ATM card and my driver license. Mr. XXXX showed me # XXXX for {$1000.00} and # XXXX for {$500.00} with my forged signature. Both transactions was done in a inside branch in XXXX, California. The bank location wasn't provided to me because he stated that he didn't know that. Both transactions were done on XXXX, XXXX ( XX/XX/XXXX ). I don't know the time of day. Mr. XXXX verbally asked me if I did the transactions, I stated " No '' and I also verified that the signature wasn't mine. Chase Bank didn't provide me with and affidavit of forgery, which I requested several times. On XX/XX/XXXX, I requested a new account and to file a claim for my money to be reimbursed of my funds that were fraudulently taken from my account. I withdrew remaining funds from # XXXX ( the compromised account ) and put the my funds into the new account # XXXX. I didn't have the support of the teller or the banker ( XXXX XXXX ). Mr.XXXX  was trying to make the process very confusing because he purposely linked my new account to the old account and put the opening date of the new account for XX/XX/XXXX the year that I opened the # XXXX account that had just been compromised XX/XX/XXXX. I had that account closed ending in # XXXX I asked him why he would link the accounts, put an erroneous date and CREDITED all my remaining funds to the new account instead of making a cash deposit of the funds. The point of that is a credited amount could be reversed, moved and accessed by the banker. Why would he want to keep my remaining funds open to his discretion that is a scam right there. I had to insist repeatedly for him to open a new account several times that was not linked or connected to the old account, over and over. He opened the account but yet again linked the new account # XXXX to old compromised account # XXXX. I had to request a claim to be submitted for my money to be reimbursed to me. This was a concern for me because Mr.XXXX  was being sullied ( Shady ) in his banking practices. I had to ask for copies of everything he offered nothing for me to reference or provide as proof, at all. He stated that I would have to call the Chase Bank claims department to get updated information and that I would receive some info in the mail in 3-4 days. 
On XXXX XXXX I went to Chase Bank @ XXXX XXXX XXXX XXXX XXXX, Ca. XXXX to check the status of my claim for # XXXX and to ask why I didn't need to fill out an " Affidavit of Forgery ''. I provided two forms of ID to XXXX XXXX, she looked up the account and she informed me that the claim was being processed and that no affidavit was needed. However, she didn't inform me that the new account was compromised for {$100.00} on XX/XX/XXXX, remember the accounts are linked. So, another in branch fraudulent withdrawal was made on the new account. Once again someone went into a Chase Bank branch and made another withdrawal on a new account on XXXX XXXX. Everything from there was just wrong to me. They were the worse no customer help ever. The bankers and the tellers were just wrong in every way. On XX/XX/XXXX I finally got a banker to submit a claim on account # XXXX for {$100.00} and withdrew my remaining funds from the account. On XX/XX/XXXX I went back to the XXXX XXXX, CA Chase Bank to have both accounts closed # XXXX and # XXXX. Once again they were not helpful at all everything was me insisting that they submit the paperwork for the account to be closed and get the interest on the account adjusted so the accounts would be closed without fees. 

Since then I have called the claims department several times and have gone to the Chase Bank regarding my reimbursement. On XXXX XXXX the Chase Bank claims department stated that the Bankers at both locations have not updated any of their information so the more than six times I went to bank to conduct business XXXX XXXX, XXXX XXXX NMLS ID : XXXX XXXX XXXX - NMLS ID XXXX, XXXX XXXX XXXX NMLS ID : XXXX not one of them updated the information regarding my identity being verified with two ID 's, my bank card ( ATM ) and drivers license. This is just basic follow through, no empathy or concern to make such simple notation on the account. They have employment so maybe {$1500.00} is nothing to them. But Covid-19 has made a real hardship for most. The notation would have cleared that particular alert request for the claim department. Instead it made it appear that I was being indifferent about the instructions, I went presented my two forms of ID several times to the Chase bankers, what is all that for if they don't have the integrity or human dignity to perform the duties and provide the services of their jobs. They wouldn't make one note of that on either account. Chase bankers say call claims and the claims department is telling me to go a bank branch. 

As of XX/XX/XXXX I went to Chase @ XXXX XXXX XXXX XXXX XXXX, CA. XXXX. I go there because this is the branch that I opened my account several years ago. As far as I know account # XXXX is still open with my available balance being the reimbursement amount in it. 
I have been told that the account was closed several times before today that the account was pending or that I will get a letter. But I haven't been reimbursed my funds from the two in branch fraudulent XX/XX/XXXX forges. Chase has not been very helpful in returning my funds or providing accurate information to me. I have received letters from Chase stating that both claims for each account were approved as fraudulent activity not of my doing, XX/XX/XXXX. However it still appears that the # XXXX account is open, based on the receipt summary the teller provided. Please assist me in getting my funds reimbursed to me. 

I DO NOT want either account to remain open and both accounts were closed to my knowledge on XXXX XXXX. I have not tried to access the funds in # XXXX or transfer the funds because I want both accounts closed. 
Also, it is suppose to be under investigation by Chase fraud department. 
I want Chase Bank to Refund my money and close the accounts, the account should not be incurring any interest.

Company response to consumer: Closed with explanation