Consumer complaint received 2022-09-04
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
Summary of Prior Complaint # 1 ( XXXX ) : On XX/XX/2022, the Executive Office ( EO ) in XXXX, OH responded to my initial complaint. In that letter from the XXXX XXXX Chase Bank stated, that Chase has a goal to give the consumer " exceptional service, and we are sorry if we fell short when you contacted us ''. In that complaint I reminded chase that on XX/XX/XXXX, I told your representative to " stop accepting reversal of charges this is a fraud and scam issue. '' After that conversation Chase did not follow my instructions but instead continued taking " reversal of charges '' totaling over {$15000.00}. At the time when unusual activity was being conducted on my account all Chase needed to do was to contact XXXX or myself and the scam would have never occurred. Thank you for attempting to make refunds to those business effected by the scam. 
Complaint # 2 : Thank you for your letter but Chase is continuing to fall short of providing " exceptional service '' to me the consumer. Your Chase representatives from " customer service '' and " fraud department '' has implied that I took the money and used for my own purposes. With no regards to the fact that I am a victim of both scam and identity theft. All of this could have been stopped if Chase had made one phone call. The responses of your representatives simply re victimized me. Here once again the victim of a crime is made to feel like he is a criminal. Chase representative have continued to blame me for the incident. 
On XX/XX/XXXX I requested Chase not to accept my direct deposit from my pension totaling {$3500.00}. I then requested that it be sent back to the sender. I explain the circumstances having to do with the fraud and scam that was being investigated. Chase fraud department and customer service said they did not have the authority to return my pension of {$3500.00}. Because I needed to pay back the overdraft on my account. I was under the impression that notes were posted on my account that explained that a scam and fraud investigation was being conducted on this account. Someone in the fraud department should have been able to read and known what I was saying was true and the case was being investigated. I begged your representative to understand that this is all the money I have, and I need to pay rent and food. They did apologize but due to there being a large overdraft that they were within their rights to recover the money. 
After that conversation I felt defeated. Then on XX/XX/XXXX, I got a phone call from XXXX my X-partner that Chase went into his independent bank account without permission and took {$1900.00}. that was ear marked for his fall tuition. Once again, your actions violated the trust of the consumer. Opening a new account represents an act of trust. You never expect your bank to violate that trust. Now Chase is in the role of victimizing another person to who was not involved in the scam at all. 
Resolution to this Complaint : Return my pension of {$3500.00}. and send it to me as a " cashiers check '' as soon as possible. Please put the {$1900.00}. back into XXXX 's account. He is a totally innocent person, and he was never involved. Please do the right thing. 
Sincerely XXXX XXXX XXXX XXXX XXXX. 
CC : Office of Comptroller of the Currency & Consumer Financial Protection Bureau, Complaint XXXX

Company response to consumer: Closed with explanation