Consumer complaint received 2022-07-26
Company: JPMORGAN CHASE & CO.
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XX/XX/XXXX, I was a victim for Identity Theft ( XXXX Scam ). I contacted XXXX over the phone on XX/XX/XXXX and asked them to lock down my accounts. I visited my local Chase bank in XXXX on XX/XX/XXXX to close my checking and get a new checking account and credit cards. This individuals of group transferred {$16000.00} from a XXXX XXXX IRA account to my Chase checking account. {$1600.00} of that transfer went to the IRA to cover taxes, so Chase recieved a net transfer of {$14000.00} on XX/XX/XXXX. 
I asked Chase to reverse the transfer on XX/XX/XXXX. The transfer was in pending status until in was posted on XXXX. From XXXX to XX/XX/XXXX I was on the phone for hours with both Chase and XXXX attempting to locate the money. XXXX XX/XX/XXXX XXXX was able to arrange a 4 way call with Chase, XXXX XXXX XXXX ( who managed to IRA ) and myself. During that call Chase finally admitted that they had the funds in a holding account and that it would take up to 20 days to process since this was a fraudulent transaction. I attempted to explain to them that this transaction was not fraudulant and it was a result of a request I made to have the funds returned to the account they came from. 
I waited the 20 days and again contacted Chase on XX/XX/XXXX since the funds were still not returned to XXXX. After being transferred 5x and being on the phone for over an hour again, chase informed me again that I need to contact XXXX that the money was returned on XXXX. I again told them that was not possible since Chase told myself, XXXX and XXXX on XX/XX/XXXX that they had the funds in a holding account. 
After hanging up with Chase I contacted XXXX on XX/XX/XXXX and let them know what I had discussed with Chase. XXXX again intiated a XXXX call with Chase. The rep from Chase indicated they could not accept a 3-way call and I infomed her we just had a 3-way with her department 2 weeks earlier. We continue that call with her with no success and I asked to speak with her Manager. We werre connected to her manager and continued the call. We were talking a XXXX in the Claims Department.Chase indicated they could provide a return code and then lated admitted they did not have one.XXXX  indicated a return code was an internal Chase number and would not help them track the transaction any way. Chase also indicated they have no trace information after XXXX asked them for a trace number. Chase now says they do not have the funds and they have no record of a rejection on XXXX. XXXX said she ha no more information for me and that I need to put a request on the Chase on line as the next step. XXXX asked Chase for a XXXX reference number for the transaction. They said theyhad no information on the return. Chase opened up a contact ID number of XXXX and told me to call back in 48 hours. 
As of today I am out the {$14000.00} GChase removed from my checking account and I need to keep chasing Chase for a resolution. I am further behind where I was on XXXX.

Company response to consumer: Closed with explanation