Consumer complaint received 2023-02-24
Company: JPMORGAN CHASE & CO.
State: IN
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/XXXX, I received a call from the Chase Fraud department stating I had fraudulent charges on my business account. I spoke with this department for over an hour. They claimed they were backing out charges that had been attempted. During this time, my wife started receiving texts saying I was sending her money through XXXX  from a XXXX account. I don't have a XXXX account. They told me, my card had been compromised and that they were locking my account and sending me a new card. Within this time, {$10000.00} was withdrawn from my account. 

On XX/XX/XXXX, I started receiving calls from his cousin, whom I XXXX money to every week for work, and an old colleague who both stated they received a payment from me. I did not send these payments so I logged into my account. Immediately, Chase Fraud was calling asking if I had logged in and what was going on. I stayed on the phone with them again working out these charges and money was still steadily coming out of my account. 

On XX/XX/XXXX, I went into the branch because at this point {$20000.00} had disappeared in less then XXXX hours. It seemed like everything Chase was stating on the phone was the opposite of what they were doing. A teller at The Chase bank on XXXX near XXXX XXXX, helped me. She stated that there wasnt any records of a case being opened and saw all of the transactions going out of the account. She stated that there were still several pending payments that they would freeze and that they would investigate the others to try and refund the money. They said they would put in a request for alXXXX XXXX  payments from the XXXX through the XXXX be refunded back into the account. They had me reset a new security system on my account. I showed them the phone number that had been calling me and when the teller called it, it went straight to their fraud department, credit line, XXXX. As you can see on the bank statements that I attached, even with me changing the security on my account and the bank putting XXXX on the funds they still allowed several payments to go through even after I spoke with the teller and she made the investigation claim. {$10.00}, XXXX went out on the XXXX from my account. I sat in that office and explained everything that was going on showed them texts messages and phone calls and they still allowed that amount of money to leave my account without even stopping it. 

On XX/XX/XXXX, I received a letter in the mail stating that since I make regular payments through the XXXX payment option, that they would not refund the money as this was normal activity. I have never paid out that type of money and have also never made multiple payments to the same XXXX individuals over and over again in the same day, in a matter of minutes of each other. How is it normal activity if I was the one that came into the office and told them I was not making those payments? I was the one that came to them and they are supposed to stop fraudulent activity. 

On XX/XX/XXXX, my wife and I went into the bank branch on XXXX and XXXX XXXX. Another teller listed to our story and also stated how crazy it was that all of these payments did not register for an alert on the account. My wife also have a XXXX account and gave her access to the teller to see that the money that was supposedly being sent to her on the XXXX never once hit her account. Not a signal XXXX of those payments hit where they said they were going. She spoke with the Fraud department and their answer was the same as the letter and that if we wanted to continue the investigation we should contact XXXX, not them. 

I did put in a complaint with the Attorney XXXX office and the XXXX XXXX XXXXXXXX XXXX XXXX in hopes to have something done. I have not heard back from them as I know it takes time. 

It just seems to me that Chase took the easy way out of this as they are partial owners of XXXX. How can they not investigate further and finding out where that money went and get it back? They can see it didnt go into XXXX of their other customers accounts. They should be able to contact XXXX reps, as a business owner, and co-investigate together to help out their customers who have done nothing but invest in their organization. It specifically states on the XXXX website that all fraudulent activity should be address with the financial institution in which you use. So how is it that Chase is telling us to take it up with XXXX and XXXX is stating its a Chase issue?

Company response to consumer: Closed with explanation