Consumer complaint received 2021-04-02
Company: JPMORGAN CHASE & CO.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
I am getting in touch with you because of unprotected fraudulent activity that occurred to us as long time customers of Chase Bank. I am hoping that you can provide some assistance or guidance with this situation. 

We recently fell victim to fraudulent charges worth thousands of dollars. When the first unauthorized transaction occurred on XXXX XXXX XXXX a purchase of bit coins for XXXX XXXX, the bank called my husband ( we have proof of this call ) to verify whether or not this suspicious transaction was authorized by any of the account holders. My husband confirmed that neither he or I knew about or authorized the transaction. The bank then informed him over the phone that all cards on the account would be closed, new cards will be issued and mailed to us XXXX business cards never arrived ) .. We were under the assumption that the cards would be closed as indicated on that phone call. 

Two days later there were 14 more unauthorized transactions on the account. The bank initially returned the money. And then very soon after, decided to take the money out without providing a reason for their decision. They had apparently decided that the transactions were authorized after all. The problem got bigger after overdraft fees crippled the account more. After multiple attempts by us to discuss the case with local branch staff and customer service representatives, Chase Bank has been very unwavering in their decision and has provided no information about an appeal or how they came to the decision. We have not received any official letter or email. To this day, the bank will not tell us why they changed their mind about these unauthorized transactions totaling {$9800.00} plus other charges and fees. Frankly, we are outraged at the way that Chase Bank is treating this situation. Our money was not protected and they are not being clear with us. The whole transaction has been done in violation of the Account Agreement signed with Chase XXXX see Account Alert and Overdraft Protection provisions ). 

Again, we are reaching out to you because at this point, after trying our options with Chase Bank, my husband and I have run out of options, and we are hoping that you will be able to assist in some way or provide some guidance. We just bought a house. This is not a small amount of money to us. This money was hard-earned. We are hard-working, honest people. As immigrants, we worked hard for years trying to live the American Dream. Being able to finally buy this house and live in this beautiful place has been a dream come true. But now, the way Chase Bank has treated us has left us in a stressful situation again. Its difficult to think about losing this much money after buying a home. I want to live knowing that my money is competently insured by the largest bank in the US. 

We would be willing to answer any questions that you might have pertaining this case. 
We look forward to hearing from you. 
Thank you.

Company response to consumer: Closed with monetary relief