Consumer complaint received 2021-07-05
Company: JPMORGAN CHASE & CO.
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
Subject : Major Fraud to our Chase Bank Account on XX/XX/XXXX Dear Sir/Madam, I am writing this letter on behalf of myself and my father to ask for your help to resolve this matter and to protect my father identity. 
On XX/XX/XXXX at ~ XXXX XXXX, my father discovered that his XXXX-XXXX  phone ( iphone ) is not working. He immediately called XXXX, and was assured that the matter will be investigate within 24 hours. XXXX did not resolve the issue and refused to block the stolen number. 
At XXXX XXXX  on XX/XX/XXXX I got an email from the Chase Bank alerting that {$8000.00} were wire transferred from our checking bank account ending XXXX ( my father and I co-own this account ). I logged to the account from my mobile phone and saw numerous fraudulent transactions ( 21 pending transactions total posted on XX/XX/XXXX in and out of the account ). I immediately reported the identity theft to the Chase Bank. For my father online banking with Chase Bank, the second factor authentication on the account was set up for the text messages to my father cell phone. The total amount of money that was stolen from the chase bank account ending XXXX that day was {$18000.00}. 
My father was not able to reach the Fraud Department, as he was numerously redirected and hung up upon by various bank phone representatives, and he went to the local Chase Bank Branch on XXXX XXXX XXXX, XXXX, NY XXXX. It was about XXXX XXXX. 
I have spent 4  hours o the phone with various Chase Bank Fraud Departments and filed 3 claims : 1 ) Numerous Apple Cash fraudulent transactions ( in and out ) - total amount stolen from the account {$8500.00}. All were in pending state on XX/XX/XXXX. I was assured up to 10 days claim resolution. Claim number XXXX. Instead of the resolution, this claim was closed without any resolution. XXXX XXXX attached XXXX. To date, this amount is not returned to our account. On XX/XX/XXXX, after I spent another 1.5 hours with the Fraud Department, a new claim was opened to resolved the matter, # XXXX. I was told that Fraud Department made a mistake closing the claim. 
2 XXXX XXXX transfer out at the amount of {$1800.00}. This was resolved on XX/XX/XXXX and $ returned. Claim # XXXX. 
3 ) Wire Transfer out at the amount of {$8000.00} - I was told that it takes up to 30 days to resolve. To date no information or status provided to us by the Bank. Claim # XXXX. 
Chase Bank totally locked my father profile online access as it was compromised. The initial amount of money on the account on the morning of XX/XX/XXXX was {$24000.00}. By XXXX XXXX it s was {$6800.00} transferred by the Chase Bank to the new account ending XXXX. 
Chase Bank was unable to stop the pending fraudulent transactions, despite the fact that I have alerted their Fraud Department right away. Chase Bank own alert system did not work at all. 
To date, out of 3 claims filed on XX/XX/XXXX, only XXXX is resolved. I am attaching the print out given to us on XX/XX/XXXX, and other correspondence that we received to date. We are asking to please help to resolve this matter with the Chase Bank. 
We trust that Chase Bank Insurance and consumer protection laws wont allow retirees to lose money due to fraud, and will return my fathers retirement money. He used this account to get his pension. 
Any advice from your office what steps should my father take to protect his identity will be greatly appreciated. 
Sincerely, XXXX XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief