Consumer complaint received 2022-05-05
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Claims to return Fraudulent withdrawals denied. 

I've had 7 fraudulent withdrawals from my checking and savings account. All of them after I reported to the bank that My Identity had been stolen, and someone was using a false id. The reasons for the denial, 1. The bank used is with in my area of banking, even thou I live in California, and the fraudulent activity is going on in NY.

2. The person presented a valid ID, and I have not reported my ID stolen. The id presented is a military ID, I know this because it's written in the scanned receipt for the transaction. I do not have a military ID.

3. The signature matches previous transactions. This is a complete fabrication ; I can see the signatures presented in the withdrawal receipts, and they are not even close to my real signature.

The level of incompetence that chase has demonstrated is beyond belief. Here 's a brief description of the timeline so far. 

XX/XX/2022 - Called Chase and informed them someone tried using a fake ID in NY to make changes to my phone, and I was worried they could use this method to gain access to my account. Was told additional security would be added including a passcode. 
XX/XX/2022 - I received an email asking to review my experience with my visit at the branch in NY. I called to report, and was told no email had been sent from chase. While I'm on the phone, I look up my account online, and see that XXXX dollars had been withdrawn from my savings account, and {$300.00} withdrawal was pending. Additionally, there was a {$2.00} counter check fee that no one could explain. I asked my accounts to be frozen, but no one was able to do it on a Sunday. 
XX/XX/2022 - Called the fraud and Claims department, and while I'm talking to them I see a {$1000.00}, and {$500.00} withdrawal from my savings. At this point they restrict my accounts, suggest I go to a branch so they can open new accounts, since these numbers where compromised. I followed their direction, and opened new accounts, and was told additional notes for security where added to my account. 
XX/XX/2022 - Two fraudulent withdrawals where made from the new accounts. One for {$1000.00} from the new savings account, and one for {$500.00} from the new checking account. I called to report it, and the person I talked to at the Claims department told me : " We are having a security issue with that branch '' I froze my accounts. 
XX/XX/2022 - Withdrew the remaining funds from my accounts at Chase in a branch in California. 
XX/XX/2022 - Called the Claims department to check on the Status of my Claims. When reviewing the claims, the amounts where not adding up. It appears that the first person, did not submit the first fraudulent transaction of {$200.00}, even thou that was the reason for my call, and I clearly stated that it was a fraudulent transaction. They started a new claim for this amount. 
XX/XX/2022 - The claim for the {$500.00} checking was approved an the money was deposited into my account. 
XX/XX/2022 - Called to check on status of the claims, and was told that a " decision had been made, and I would get a letter explaining the decision '' The person did not want to tell me what was the decision that was made. After asking for a supervisor, she proceeded to tell me that the claim was denied for the 3 reasons stated above.

I spoke to a supervisor, and the only answer I get is we will re-submit and you will hear an answer within 3-5 business days.

I have followed every step Chase gave me, I have been patient and respectful at every call, and the answer is always the same. I will add this to the notes, and a decision will be made in 3-5 days.

I've asked for contact information to the department that actually makes the decisions so that I may make my case to them, and I'm told that information is not available to me.

I have been a chase costumer for almost 20 years, and have always had successful dealings chase Personal. The level of incompetence I've seen at every step when trying to protect my money is incredulous.

Company response to consumer: Closed with monetary relief