Consumer complaint received 2018-01-31
Company: JPMORGAN CHASE & CO.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
ATTN : XXXX XXXX My name is ( ) and Im writing to you to express my grief and anger over the past few months of trying to resolve an online fraud claim. I have been the best part of Chase since XX/XX/XXXX, placing thousands of my hard earned money into your bank. However, when I needed help, no one was there for me. In fact, I feel Chase fought against me and caused me unnecessary stress and anxiety  as they allegedly investigated my claim. In XX/XX/XXXX, I noticed two unauthorized transactions : {$2000.00} to XXXX XXXX and {$2000.00} to XXXX XXXX XXXX. I immediately notified Chase 24 hour help line and discovered that {$2000.00} had cleared on XX/XX/XXXX. I submitted a claim ( XXXX ) because I did not authorize these transactions using XXXX payment and I wanted to recoup my {$2000.00} which had already cleared to the perpetrator. I completed the affidavit and included additional proof to quickly resolve the matter. My proof included : XXXX County Sheriff Office report ( case number XXXX ), a receipt and phone number from XXXX XXXX, who discovered hack attack, XXXX XXXX, infection, and an official letter from XXXX explaining that my personal information was compromised when XXXX  experienced its breach, and resolution of another account ( XXXX XXXX ) that was also compromised at the same time. Next, I included the steps taken to secure my credit and personal information : a copy of extended fraud alert for seven years from XXXX, XXXX, and XXXX, closed the compromised accounts, deactivated online account, and requested that claims department evaluate how Ive used that accounts over the past decade. To my stunning surprise, my claim was ruled not in my favor. I called the claims department for an explanation and was told that IP address was same as all of my other business ( to paraphrase ). I refuted that these transactions were performed remotely and I didnt have control of my own desktop. The hackers placed a password lock virus on it preventing access to anything on my computer. I had the claim reasserted ( XXXX ). After I called claims online, escalations, supervisors daily, to my dismay I learned that none of the proof that I afore mentioned was attached to my case. This is unacceptable. Whenever I asked for someone in the investigation department, my call was dropped, transferred, or dismissed, being told they dont speak over the phone. Needless to say, I was livid. I had faxed all those documents four times since XX/XX/XXXX, believing that Chase online claims department was doing the one job : to get my {$2000.00}. I invite you listen to my phone interactions with your staff. On XX/XX/XXXX, I called again to hear that my claim was denied, quoting the exact same scripted reason as before. Well, I argued with your staff one final time and closed my accounts because I can guard my money better from my house than Chase can with all the technology they have available. By the way, XXXX, resolved the issue in ten days.

Company response to consumer: Closed with explanation