Consumer complaint received 2019-09-06
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Savings account
Issue: Problem with a lender or other company charging your account
Sub-issue: Can't stop withdrawals from your account

Complaint:
Chase case number # XXXX Events that cause the bank wire : XX/XX/2019 my daughter XXXX began communication with XXXX XXXX XXXX on XXXX. XXXX XXXX XXXX has an ad on XXXX for an apartment. XXXX XXXX XXXX gave XXXX XXXX ( XXXX ) XXXX number to call and text. XXXX sent a text XXXX a certificate of ownership for the apartment complex XXXX XXXX XXXX, XXXX, CA. 
XX/XX/2019 XXXX told XXXX in order to move into the apartment on XX/XX/2019 she had to wire XXXX {$1700.00} to for the apartment deposit XXXX ACCOUNT INFO ACCOUNT NAME : XXXX XXXX XXXX XXXX XXXX XXXX, XXXX , MD XXXX ACCOUNT NUMBER : XXXX ROUTING NUMBER : XXXX XXXX XXXX : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX md XXXX. 
I wire the monies to the above account to hold the apartment in XXXX XXXX on XX/XX/2019. I text XXXX XXXX XXXX the copy of the receipt. 
XXXX told my daughter she will send the receipt for the bank wire on XX/XX/2019. 
On XX/XX/2019 XXXX said she still havent received the monies from the wire transfer but she could move in on XX/XX/2019 at XXXX. XXXX said she was at work and couldnt meet us until after work at XXXX. 
On XX/XX/2019 at XXXX we went to XXXX XXXX XXXX, XXXX, CA. There was no one there to provide keys to the apartment. XXXX did not answer the phone and did The apartments were managed by XXXX XXXX XXXX ( XXXX ) XXXX. XXXX XXXX XXXX informed us that XXXX XXXX XXXX is not the owner. The XXXX XXXX is not associate with XXXX XXXX XXXX. At XXXX we went to the XXXX police station and filed a report. Office XXXX badge # XXXX ( XXXX ) XXXX report # XXXX. 
On XX/XX/2019 XXXX said she forgot her phone in the car and will meet us tomorrow. Again no show and no call. I have repeatedly requested for the monies to be returned to us. XXXX claims she never got the money. 
XX/XX/2019 I research XXXX XXXX XXXX XXXX account. I notice she didnt have any friends on her XXXX. However, XXXX XXXX XXXX picture was liked by 3 people who are located in XXXX. I researched XXXX XXXX their agent for service is also XXXX living in Maryland. I have XXXX pictures, names and profiles of all parties involved. I have the Maryland Tax ID for XXXX XXXX. 
XX/XX/2019 XXXX claims she is not giving me back my money because I contacted her bank XXXX. I reported the incident to the FBI. 
Please help me get the funds back. 
Complaints about Chase : Case # XXXX Chase XX/XX/2019 I learned that I was scammed by XXXX XXXX XXXX and XXXX XXXX. I contact Chase their fraud department was closed. 
XX/XX/2019 I contacted Chase fraud department and they referred me to call the wire department. Their wire department was closed till Monday. I talked to XXXX the account is still active and funds are available for the amount of {$1600.00}. 
XX/XX/2019 I contacted the wire department XXXX ( XXXX ) XXXX. They said in 24 to 48 hrs they would process the bank wire recall. 
XX/XX/2019 I contacted the wire department and no update. I informed them that XXXX is going to request a Hold Harmless Letter. The representative informed me that not to worry they will take care of it and its still processing. I talked to XXXX the account is still active and funds are available for the amount of {$1600.00}. 
XX/XX/2019 I contacted the wire department. A representative told me, Im mama but the bank recall was denied by the other bank. There is nothing we can do. I ask to speak to a manager. After a 30 minutes of being on hold, I was transferred to manager XXXX. XXXX said he will escalate this to the investigators because XXXX is requesting a Hold Harmless letter. That it doesnt seem like they want to return the money. I informed Chase that the account was still open and the funds are in the account. XXXX said an investigator will call me within 24 to 48hrs. I talked to XXXX the account is still active and funds are available for the amount of {$1600.00}. 
XX/XX/2019 I called Chase wire department to informed them that the account with XXXX is still open and the funds are still in the account. I offered the police report number and they refused. No update on when the investigator will call me. I talked to XXXX the account is still active and funds are available for the amount of {$1600.00}. 
XX/XX/2019 I had a missed call at XXXX, ( which is outside normal business hours ). I called back the wire department and was transferred to XXXX. XXXX said he will email them about calling me back within normal business hours. XXXX said he will email XXXX to inform them that a Hold Harmless letter is being processed. XXXX said he would call me back. No call back. When I called back I was on hold for 45 minutes and then disconnected. I was hung up on many times when I was trying to follow up with the investigators. I talked to XXXX the account is still active and funds are available for the amount of {$1600.00}. 
XXXX XXXX XXXX weekend all offices were closed. 
XX/XX/2019 I had to call the wire department 20 times. Finally, I was transferred to XXXX, he said the investigators will not be calling me back. I need to print out everything I had and take it to my local bank and they can fax or email them the information. I went to Chase bank XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX ( XXXX ) XXXX. I handed over everything I had screenshots of emails, XXXX messages, copy of the lease agreement, text messages and police report number to XXXX XXXX ( Branch Manager Vice President ). XXXX said, he doesnt have any communication with the wire department or their email. I gave him the wire department number and case number. He said he was really busy and will do it when he can. I return two hours later, he said he email the wire department. XXXX said there is nothing he can do, that I will have to contact the wire department. 
XX/XX/2019 I contacted the wire department and XXXX informed me that they have received my documents. For 4 hours prior to talking to XXXX, I was hung up on by XXXX in the wire department and refused to transfer me to XXXX. XXXX yelled and argued with me because I did not know the exact amounts in my bank accounts. He refused to look up my account by my social security number, address and case number. I learned from another representative that XXXX never sent the email to XXXX bank letting them know that Chase was working on this account. 
XX/XX/2019 I called for 3 hours. XXXX refused to talk to me. I was told by a wire representative to go to my local bank they have the answers for me. XXXX said that he doesnt have any information for me, and I had to call the wire department. After four hours of calling I talked to XXXX. XXXX said my Hold Harmless letter request was denied. I ask why, he refused to give me a reason. I call XXXX in tears. I was transferred to their wire fraud department and talked to XXXX. XXXX took my information, police report number, and ask if I can provide them with records of emails, text messages and police report. I said I had everything except the police report that it takes days for XXXX police to email me the report, but I had the badge number, phone, and police report number. XXXX said she will send an email to put the Hold Harmless investigations in motion. XXXX said for me to call the wire department to do another recall request, and for them to forward the information I sent them. I called back for three hours. The representatives kept hanging up on me and refused to transfer me to the manager. I finally got into contact with XXXX who I informed what XXXX told me. XXXX said we will do another recall but they dont want to give you back your money thats why they are asking for a Hold Harmless letter. I explained this is their procedure. They need to justify why they are returning the money. XXXX again told me to talk to XXXX. XXXX told me to call the wire department. XXXX called the wire department and said it looks like XXXX doesnt want to give you back your money. I informed everyone the account was still open and the funds are still there. 
XX/XX/2019 XXXX called me at XXXX and said he will take my complaints to the executive branch. He said he is trying to help me and doesnt know why the wire department keeps sending me back to him. He said someone should be calling me by Tuesday.. I called Wire department at XXXX. I was on hold for 30 minutes. I talked to XXXX from the wire department, I gave him my name and that I wanted an update on my wire recall. He ask me for my account number, I told him I didnt have it. XXXX hung up on me. At XXXX I called the wire department. XXXX said no bank recall was done, in fact only one was done. The Hold Harmless was denied and the case is closed. I requested to get transfer to XXXX and he said another recall will not be done because they will just ask for another Hold Harmless Letter. XXXX sent an email to XXXX requesting the money to be returned without a Hold Harmless Letter. Again the Wire department lied to me. 
My complaint is that Chase is not doing to due diligence in helping me. Chase wire department are not willing to do the Hold Harmless letter because its just too much work for them. They are refusing to send the documents to XXXX because their intentions is to punish my family and I for being scammed. I am requesting that the FTC investigated the consumer practices of Chase bank. I feel that if I wasnt a minority I would have been provided with better customer service and a Hold Harmless letter would have been provided. My family life savings are in these accounts that are intended for my daughter to go to college. By losing this money we are distressed and my daughter is becoming XXXX. My daughter is set back in her education because of this. Every penny we  need for her college education. Chase is destroying lives for people of color. Please help me. 
Thank you,

Company response to consumer: Closed with explanation