Consumer complaint received 2019-04-14
Company: JPMORGAN CHASE & CO.
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/2019 someone that was not me or my fiancee made 3 withdrawals made from my checking account in the amounts of {$160.00}, {$200.00}, and {$500.00}. There was also a cash deposit of {$50.00} made on XX/XX/2019 and this person also tried to deposit a stolen check of {$300.00} into the account on XX/XX/XXXX. These transactions happened at two different Chase Bank locations ( one in XXXX, GA and the other in XXXX, GA. ) I immediately called the bank on XX/XX/XXXX notifying them that I saw withdrawals made on my account that were not done by me. They told me that they were still pending and they couldn't do anything until they were processed and cleared. On XX/XX/2019, they were processed and I called back to file a claim. At this point, I filed a claim and asked the lady what I was supposed to do regarding my account ( because it had been emptied out. ) She said to keep using it like normal, once the claim is approved the money will go back into my account and any fees from insufficient funds would be reimbursed as well. After 5 days ( they said it would take 3-5 days ) I called back because I noticed that this person tried to deposit a {$300.00} check into my account. The person I talked to this time said that they would freeze the account so no more transactions could take place and that I should open a new account, so I did. 

I kept calling back every week trying to figure out the status of my claim with no answers. I finally received a letter in the mail near the end of XX/XX/XXXX stating that my claim was denied because " we determined that you benefited from the funds. '' On XX/XX/2019, I called Chase Claims Department again to figure out why my claim was denied. I was told it was denied because of the following 3 reasons : 1 )  When making the withdrawal ( at a teller ) the person provided a photo ID ( a driver 's license. ) 2 ) Chase said I did business at those branches before. 
3 ) The signatures matched.

1 ) When talking to this lady I went over everything with her, she asked me for my driver 's license number and she said that the ID given with these withdrawals did not match the driver 's license number I gave her ( it was missing a 1. ) 2 ) This lady looked over all of my past interactions with Chase and said that I have never been to either of the two branches where these fraudulent transactions took place. ( I haven't. ) 3 ) This lady also said that the program she used showed that the signatures didn't match, but the department that approves and denies claims uses a different program. ( The signatures are similar but there are two very distinct differences in my real signature and the fake signatures, one in my first name and one in my last name. ) This lady sent a request to reopen the claim on XX/XX/2019. I never heard anything back and called again on XX/XX/2019. They said they didn't see anything in the system and would send a request to reopen the claim ( I went over everything with this person that I did with the lady on XX/XX/XXXX. ) Still, not hearing anything back, I contacted them again on XX/XX/2019 and requested to speak to a supervisor ( his name was XXXX. ) I went over everything with him again and he agreed with the other 2 claim specialists and sent it in to be reopened and said it would take 1-2 business days. On XX/XX/2019, I spoke to another supervisor ( her name was XXXX ) and she said it was denied and there was nothing they could do to refund my money unless I were to take legal action. 

During all this, I also filed a police report for identity theft which was then forwarded to the counties in which these transactions took place. One police department said Chase was being uncooperative and at that location the thief only withdrew {$160.00} so the police department didn't feel it was worth their time and closed my case. The other police department said they are back logged with cases and have not even looked at my case file yet.

Company response to consumer: Closed with monetary relief