Consumer complaint received 2021-09-12
Company: JPMORGAN CHASE & CO.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
On XX/XX/XXXX, I received an email from Chase regarding to a cancelation of a wire transfer from by checking account due to unusual activity. I signed in to my online banking and found out there were 3 transactions already happened on XX/XX/XXXX. The first transaction is {$22000.00}. The second is {$24000.00} and the third one is {$18000.00}. They were all wire transferred to 2 different persons. The bank canceled the last transaction of {$22000.00}. I contacted customer service and they closed all my accounts and advised me to go to the bank to open new accounts. I went to the bank right away. When the banker called the fraud hotline, I found out these transactions were not reported as fraudulent. After spending over an hour at the bank, they told me to go home to reset my email password and scan my computer and my phone then come back to the bank. I did all that, came back to the bank about 2 hours later and spend another 2 hours at the bank. They transferred the banker to different departments and finally ended up with the Identity Theft hotline. They finally set up my new online banking account. I was told to go home and wait for some paperwork will be mailed to me to sign and return to them. I waited until XX/XX/XXXX with nothing mailed to me. I called customer service and were told to go to the bank asking the banker to have the claim department email directly to the branch so they can print out for me. I went to the bank again on XX/XX/XXXX. The banker called the claim department and they actually issued the claim on the wrong transactions. The whole process started from ground zero. I was told to go home and wait for the mail. They couldn't email it to the branch. I received the mail on XX/XX/XXXX containing the Affidavit of unauthorized signature or altered item. I filled the form out in front of the banker so he can notarize. I did all that and the complete form was faxed by the banker. I received another letter from the bank asking me to fill out and sign the Identity Theft Declaration of Claimant on XX/XX/XXXX. I went to the bank on XX/XX/XXXX to have it fill out with the banker. The form was faxed to the claim department on XX/XX/XXXX. I kept waiting and waiting. I called the claim department on XX/XX/XXXX and found out the claim was declined on XX/XX/XXXX. I didn't get notified either by mail or email. I went to the bank on XX/XX/XXXX and I was asked to send them a message using the secure message feature on my online banking. I received a response from the claim department denying my claim. The bank declined my claim because I am lack of ordinary care of my own information. I came to the bank on XX/XX/XXXX. The banker called the claim hotline and spoke to the supervisor and they said the same thing. Denied because of lack of ordinary care. 
Here is the background information : A few days prior to XX/XX/XXXX, I received a text message stating my online banking was closed and need to be verified. I opened the text and the sign on popped up looked exactly the online banking sign on. I signed on as usual and it said my information was incorrect and prompt me to provide more information. I didn't go any further and headed to work. Then everything else happened as described above. 
When I came to the bank the first time to reset my account, no one told me to file a police report. The banker even told me it is optional. So I didn't report until XX/XX/XXXX when the claim department. I was totally misinformed. I only received 1 notification regarding to the cancelation of the last attempt but didn't receive any verification or any alert for the other 3 transactions. The fraudster transferred money from my saving account to my checking account twice, each time was for {$20000.00} prior to making the wire transfers. The claim department mistaken these claims and denied these first. I never reported these claims. For the entire process, I only received 2 messages from the bank. One is regarding to the affidavit on XX/XX/XXXX and one is regarding to the denied claim from my saving account which I never reported. Even when my claim was denied, no message or mail was sent. I was told my money will be recovered after all the necessary paper works were returned and it typically takes 5 to 7 business days. It has been a month and it was denied. I wouldn't sign in my account if it looked different from the normal sign on page. I still can't understand how the bank keeps the customer online banking activities safe when nothing was verified. I asked the banker what they do to verify before approving the large amounts of wire transfers and it happened back to back on the same day. She told me all they need is my user ID and password of my online account. Why didn't they get red flags when approving it since I never wire transfer in the past. Why could they catch the 4th attempt but not the other three? 
I am in shock and in saint.

Company response to consumer: Closed with explanation