Consumer complaint received 2018-11-06
Company: JPMORGAN CHASE & CO.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX, IL XXXX XXXX XXXX XX/XX/18 To Whom It May Concern : Morgan Chase Bank Fraud Recovery Investigations XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, OH XXXX Re : Case Number XXXX On or about XX/XX/2018 the checking account for XXXX XXXX was frozen and a negative balance of {$1700.00} was placed on the account. On or about XX/XX/2018 the account holder walked in to a chase branch located on XXXX XXXX XXXX XXXX a to speak with a banker about the account. The account holder was able to speak with XXXX XXXX XXXX a personal banker which at said time the banker informed the account holder that there was a fraud investigation due to a fraud claim filed by XXXX XXXX and that the account was going to remain frozen until the investigation was completed. 

On or about XX/XX/2018 XXXX XXXX and XXXX XXXX went to a Chase branch located at XXXX XXXX XXXX XXXX and spoke to XXXX XXXX XXXX for the second time concerning their accounts. It was determined and established that XXXX XXXX son made the transactions. XXXX XXXX admitted and signed a statement declaring that these transactions were valid and authorized. Mrs. XXXX XXXX the banker was speaking with the chase fraud investigators which at said time told her to fax over a copy of the signed statement and that XXXX XXXX account was going to be clear within 2 to 3 business days. 

On or about XX/XX/2018 XXXX XXXX received a letter from Chase Fraud Recovery Investigations, which stated that we are investigating the case referenced above. On or about XX/XX/2018 the account holder XXXX XXXX walked into a Chase branch located at XXXX XXXX XXXX XXXX to speak with a banker about such letter. Personal Banker XXXX XXXX XXXX called the investigators to find out what was going on and she was told by the chase investigators that the account was going to take 3 to 5 business days to clear and unfreeze. XXXX XXXX left the Chase Branch believing that her account was fixed and that it was going to be clear after 5 days. 

On or about XX/XX/2018 XXXX XXXX account was not clear and money was deducted from the account. On or about XX/XX/2018 XXXX XXXX and XXXX XXXX walked into a Chase branch located on XXXX XXXX XXXX XXXX and spoke to XXXX XXXX a personal banker which at said time the banker after speaking with someone told XXXX XXXX and XXXX XXXX that the statement that was sent to the investigators was not accepted because the claim was settled on or about XX/XX/2018. XXXX XXXX told XXXX XXXX that she was not given adequate notice about such investigations and that she was mislead by the investigators into believing that the problem was fixed. 

Unfortunately, the investigators were incompetent, or the investigation was insufficient and was done with negligence because there was never no fraud. I am disappointed because the investigators failed to ; 1. Give the account holder adequate notice of such investigations ; 2. Properly investigate a fraud claim ; 3. Give correct and truthful information ; 4. Give the account holder due process ; 5. Treat account holder fairly and equally ; 6. Protect the account holder from possible fraud. 

To resolve the problem, I would appreciate your immediate attention in this matter and would like to have XXXX XXXX account clear and the money that was taken to be placed back into the account and to held responsible the right person. Enclosed are copies of my records. 

I look forward to your reply and a resolution to the problem and will wait until 7 business days before seeking help from a consumer protection agency the XXXX XXXX XXXX or the courts. Please contact me at the above address or by phone at XXXX. 


Sincerely, XXXX XXXX Enclosure ( s )

Company response to consumer: Closed with explanation