Consumer complaint received 2021-10-27
Company: JPMORGAN CHASE & CO.
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Account opened as a result of fraud

Complaint:
On XX/XX/XXXX, I received notifications from XXXX that someone was trying to access our Chase bank account, and they had failed security questions. We received four different notices, as the individual kept failing the questions. Chase bank allowed this individual to open a new business account in my name despite not knowing the account phone number, verbal pass code, etc. Once Chase opened the account, they linked my personal accounts to that new account. This individual committing fraud then removed {$93000.00} collectively from 3 of my bank accounts to their new linked business account, and then to an external non-Chase account. We spend hours at the bank on XX/XX/XXXX filling out the Chase paperwork. Chase said they would send us additional paperwork required to start investigation. 
XX/XX/XXXX filed police report and completed identity theft affidavit. 
XX/XX/XXXX - received official police report number. I then called Chase, because I never rec 'd required paperwork for them to start investigation. They said it could take up to 10 days to receive the paperwork. I said that was unacceptable with email and overnight options available. They then said the local branch could print it for me. ( Then why not give it to me on Wednesday, XX/XX/XXXX? ) I then drove to local bank, filled out that paperwork. The police report, notarized identify theft affidavit, and Chase paperwork were faxed to the Chase fraud department. 
XX/XX/XXXX : I receive a call from local Chase banker that we filled out the wrong paperwork, and we would have to do it over. He said it could he done via a conference call with Chase fraud department. We did that. Also on XX/XX/XXXX, we received a USPS letter from Chase stating that per our discussion, this claim was settled and no further action was needed. I then called Chase, and they said not to worry. They were closing the claim that was incorrectly filed, and they had a new claim number for me. 
XX/XX/XXXX I called Chase and was on hold for 100 minutes. I wanted a status on the claim and the return of our funds. I was told that it would take 3-5 business days, and our funds would be returned to us. 
XX/XX/XXXX I called Chase and was on hold for 75 minutes. Once the associated answered, I was on hold for another 30 minutes while they researched the issue. I was told our funds would be returned on XX/XX/XXXX or XX/XX/XXXX. We also received a letter from Chase dated XX/XX/XXXX that their investigation had concluded that I did not open the fraudulent account in question. 
XX/XX/XXXX I called Chase and was on hold for a total of 105 minutes. I was told that they will escalate the claim to get us some temporary funds and that would take several days. I repeatedly asked to speak with a supervisor, and they would not connect me with a supervisor. Toward the end of the call, they said they would connect me with a supervisor, and after 40 minutes of being on hold, I had to go a meeting. The agent came back on and said they were busy with a high call volume.

Company response to consumer: Closed with explanation