Consumer complaint received 2020-11-23
Company: JPMORGAN CHASE & CO.
State: IL
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
XX/XX/XXXX Realized that multiple withdrawals were made from our account, and called to file a claim with Chase. Informed that these withdrawals were in a Pending status, and we should wait until tomorrow to see if they would clear. Withdrawals were made in New York ; we live in Illinois XX/XX/XXXX Withdrawals cleared. Called Chase and filed another claim. 
Spoke with XXXX and XXXX At this time, we are out XXXX XXXX x XXXX = XXXX XXXX XXXX XXXX XX/XX/2020 Chase issued temporary XXXX credit to savings account XX/XX/2020 Spoke with XXXX from ID Theft dept. Told us that we would receive an Identity Theft kit within the next 10 business days. 
Also informed that they shut down the two unauthorized accounts. Once they were closed, we would receive the balance that remained in those accounts Advised to go to local Chase branch and close/re-open Savings account. This was done on XXXX XX/XX/XXXX Followed up and spoke with XXXX, asking why I cant see balance returned to my account, and where is ID theft packet. She advised that each could take up to 10 business days XX/XX/2020 Spoke to XXXX  She consolidated previous claim activities into one claim, including an ID Theft Dept claim All claim and all transactions will be under this claim number moving forward Informed that we would receive ID Theft packet in the next 2-3 business days Learned that these new accounts were created on XX/XX/XXXX Transferred to XXXX who has more knowledge in Identity Theft Provided number to Check Forgery Team XXXX ( Option 3 ) Chase needs to receive the ID Theft document from XXXX & XXXX before they can re-issue funds Provided with Trace Number of all activity on our record We were informed that the XXXX noted in the letter XXXX received would not be withdrawn from our account XX/XX/2020 Filed a police report with Officer XXXX XX/XX/2020 Spoke with Detective XXXX XXXX, who advised me to Freeze Credit with XXXX, XXXX and another. Contact Social Security Office, FBI ( ic3.gov ), and Consumer Financial Protection Agency . 
Police Report filed XX/XX/2020 My husband XXXX and I took our police report and Chase information to Chase to be faxed XX/XX/2020 I noticed that Chase took back the XXXX that they had put in our account. 

XX/XX/2020 Spoke with XXXX, requested to speak with a supervisor, XXXX. 
XXXX said that the fax we submitted on XX/XX/XXXX was not attached to our claim. She advised us to go to our local branch and have a banker call the Claims line, get the email of someone, and send the complaint via email. 
She also stated that the message and activity having to do with the {$12000.00} taken was from a different part of the bank, and that the identity theft team can overwrite that activity once the investigation is completed. 


Every time I call Chase, I am on the phone with them for at least an hour, and I make no progress. There is not one person who handles the case, so whoever picks up my call has to go through the history, and try to piece things together. Chase has taken no accountability or actions to rectify the situation.

Company response to consumer: Closed with monetary relief