Consumer complaint received 2020-04-22
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX, late at night, I received an e-mail from Chase stating that I had exceeded the max amount of withdrawals from my savings account. I had not accessed this savings account in a year, so no transactions should have been going through. I immediately went on-line and discovered that my savings account had been depleted. There were multiple XXXX XXXX transactions, from multiple businesses, ranging from {$11.00} to {$1900.00}, beginning XX/XX/XXXX to XX/XX/XXXX, with a total of {$5800.00} stolen. All of the big transactions were debited between XXXX XXXX. I contacted Chase via phone and they told me the system was down and to call back the next day. I called on XX/XX/XXXX and a Chase rep stated she could help me with a manual dispute but I would need to go in person to sign the form. On XX/XX/XXXX i visited the XXXX, CA branch and sat down with a rep. She phoned the fraud department to have them send her the form and they stated to her that they would e-mail me something. She pushed the issue to receive the form for me to sign because she was familiar with the process, but again they said I would receive something via mail. On XX/XX/XXXX, I received an e-mail to check my on-line banking for documents and there was nothing, so I called the Fraud Department. I spoke to XXXX, and she informed me that I would only be receiving credit of {$40.00}, which were for the transaction that posted XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. I then asked to speak to the manager of the Fraud Department, XXXX, and she informed me that this was the final decision. I personally, work for a financial institution, and this was odd to me since our bank issues credit for transactions within the last 60 days and they were issuing credit from months prior and not recent transactions. I decided to go into the XXXX branch to speak to the manager on XX/XX/XXXX to see if he could help me find a resolution. I spoke with XXXX XXXX XXXX XXXX, and he was not much help. He spoke to the Fraud Department and they said that this was still an open case after they had told me it was already closed. Lots of confusion going on between manager and fraud department. They ended with saying that my case was bumped up to the Escalations Department and I would receive something in the mail. I checked my mail for the multiple days and nothing. On XX/XX/XXXX, I contacted XXXX XXXX directly and spoke to a rep, XXXX, about the fraud. She asked me if I knew a XXXX XXXX and I did not know anyone by that name. She confirmed that this person did commit fraud using my account and that she would hold the funds owed to me and shut down that account. XXXX stated that because the fraud was not linked to a checking account or debit card, Chase would need to manually retract the funds. After I hung up the phone, I immediately went to the XXXX branch and was helped by XXXX XXXX, since the manager was out of the office. She was the only person to show empathy for this situation. She contacted the Fraud Department, to explain that Pay Pal had the money and that Chase needed to retract the funds. The fraud rep escalated to a manager XXXX XXXX XXXX, who repeated what i already knew with the small credits being issued. Again, XXXX reiterated that Chase only needed to retract the funds. XXXX sent a Disputed Transactions Questionnaire form to XXXX via e-mail. She printed the form and we completed it. She faxed it back to XXXX. He said it may take some time to receive the credit. On XX/XX/XXXX I received an e-mail that there was documents for me to sign regarding my case in my on-line inbox but there was nothing there. I contacted XXXX again she advised that I go into the branch to figure out why I could not view documents on-line. On XX/XX/XXXX, I visited XXXX at the branch and she verified that I had no documents in my inbox. She contacted the Fraud Department and they e-mailed her that same dispute form that I already submitted the day prior. The Fraud Department then stated that they did get my form but had not reviewed it yet. On XX/XX/XXXX, I called Pay Pal and spoke to a rep, XXXX, to see if Chase had tried pulling the funds. She said the funds were still on hold and there was no attempt from Chase yet. She provided me a case number. I have called to follow up with Chase on many occasions and have to re-explain my situation every time and there is no status update. On XX/XX/XXXX I was on the phone for 40 minutes with no answer. On XX/XX/XXXX, I spoke with XXXX and he stated that the credits that i received of {$40.00} was all I was able to get. I explained my whole situation with XXXX XXXX having the funds and he said since it was passed 60 days that they could no longer retract from XXXX XXXX. I received an e-mail on XX/XX/XXXX that I received documents in my on-line inbox and nothing was there. At this point my level of frustration is beyond compare. My money is stuck at XXXX XXXX and Chase is a large bank and cant handle pulling the funds. They just dont want to help their consumer. This is my life savings and they dont care. I have read around that this is very typical of Chase and I am disappointed that I ever opened an account with them. The XXXX XXXX I work for would never allow this to happen to one of their members. I really just want to have my money back.

Company response to consumer: Closed with explanation