Consumer complaint received 2023-10-28
Company: JPMORGAN CHASE & CO.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Non-sufficient funds and associated fees

Complaint:
On the morning of XX/XX/XXXX I woke up to numerous notifications of withdrawal from my account and discovered I was locked out of my chase bank account with the thief changing my passwords and phone number belonging to my account I called up chase, and they told me theyll mail out a letter for me to sign. Throughout the days I got different notifications from an app called " XXXX '' I downloaded ( XX/XX/XXXX ) with numerous notifications of deposits and orders. Sensing the danger of the situation, I personally go to the very same XXXX branch I opened my account at and always deposited my money at with supporting documents attached. My chase branch and had an employee attempt to help me, the employee and i went into an office she then typed my information into her computer and saw that there were multiple deposits to XXXX roughly $ XXXXshe went through my account more and saw that another email address was added to the account. The employee calls in the manager then calls a chase agent who would be handling the investigation, agent told me to sign the papers the branch employees give me and they'll fax over the documents for me. The agent tells me he'll be issuing me a new card and that my password would be reset. My new card arrives XXXX weeks later while still receiving XXXX notifications this time i got a notification that a " debit card '' was issued by them but clicking the notification leads to attempting to log into the app my password doesnt work i then message XXXX support explaining the situation their response time were EXTREMELY slow, getting responses every XXXX Hour i at that point knew my information on the XXXX XXXX was changed along with the email which added to the delayed responses. After getting on call with agent to help with my case and password reset he tells me that my account was credited for the stolen funds and that the investigation ENDED. Upon entering my account i see that more deposits were sent to XXXX all the " credited '' funds were taken from my account, upon further investigating, the EMAIL ADDRESS i mentioned along with the chase branch employee earlier of the start of the investigation was still on the account with XXXX and " XXXX '' linked to it. i called up chase fraud department again give them my claim id, im told the case was closed and i couldn't open another because they had supporting documents stating i AUTHORIZED the transactions. i ask the agent for the supporting documents to which he shouted at me over the call and gave a " sucks to be you '' attitude, refusing my demand of the documents and ending the XXXX. i go back and forth with chase support for 2 months. in those 2 months XXXX finally gets in contact with me via phone call, they tell me my email, social security and bank account have all been compromised. i tell him " you left me in the dark for months just to tell me something I've already learned? i then proceeded to ask him about the debit card that was issued by them on my compromised account 's location, he tells me he can't disclose that information as that could affect the investigation but still wanted me to cover the stolen funds in the account!? i refuse, and then the call ends. More of my emails and calls go ignored, then sometime in XX/XX/XXXX XXXX XXXX comes out and States they had a XXXX breach in their systems. They stated in earlier emails that they " restricted '' my account which turned out to be a lie as ive attempted to get into my XXXX account for nearly 2 YEARS. to make a complicated story less complicated, XXXX eventually " Restored '' my account temporarily i check the history in the account and all the transactions linked to my chase accounts including my savings appeared including some of the purchases the theif made in PERSON at a store location in California with a number attached again, the location of where the card was shipped isnt shown. i screenshotted as many things as possible after i requested robinhood support in the app to ask for the debit card location my account was later closed. i went to file a police report with the evidence i had but was told they cant investigate something out of state. with the massive financial XXXX I've had to suffer from a lazy fraud investigator at chase i became paranoid periodically checking my chase bank account and went through it more thoroughly and found that another DEVICE was linked to my account with a phone number linked to my savings account and also found that since an email and phone number were added to the account you can swap them and make one the default for all notifications and emails, noticing this i realized my account was still in danger and it turned into a race of taking out the remaining money in my account. it took me all but XXXX mins to go through my account and find it was compromised, and yet a paid chase fraud agent couldn't see that. As i spent the next few days withdrawing the remaining money in my account chase and calling chase support over and over to explaining my discovery on the account they later on CLOSED my account without Notice and even put some kinda block on my credit to prevent me from opening any bank account while Still sending me letters to pay them from an overdraft account that they knowingly admitted to being compromised but still wont stop. 




The extreme negligence from a chase fraud agent along with chase bank putting me into financial XXXX has caused me SEVERE emotional distress that lead to constant suicide ideations. Imagine having {$75000.00} of 1516 years of hard work, sacrifices and future planning for a new home and a XXXX for a medical condition be taken away from you and then discover that your stolen money and unemployment benefits was used for lavish purchases in a state of California while you suffer barely able to pay your bills and afford to eat?

Company response to consumer: Closed with explanation