Consumer complaint received 2023-01-29
Company: JPMORGAN CHASE & CO.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I am writing to you regarding delays in full reimbursement of funds stolen from XXXXXXXX XXXX XXXX at JP Morgan Chase Bank. XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( certificate of filing number XXXX ) and also registered with the XXXX XXXX XXXX as a XXXX tax exempt organization ( XXXX XXXX ). XXXXXXXX XXXX XXXX focuses on XXXX XXXX XXXX XXXX XXXX XXXX, with XXXX to XXXXXXXX XXXX internships for students attending XXXX XXXX. Some of our key projects include a {$41000.00} XXXX XXXX XXXX  ( with ongoing maintenance and upgrades ) at XXXX XXXX XXXX, which provides free medical care to needy patients in rural area of XXXX XXXX in XXXX, as well as {$15000.00} on a XXXX XXXX XXXX at XXXX XXXX XXXX XXXX. When XXXX hit, we also raised {$5900.00} to purchase and distribute PPE to doctors and nurses working in hospitals XXXX. Currently, we are working on our XXXX community solar project with XXXX XXXX, while also developing single family scale projects for solar power and clean water, the latter by condensing water vapor in the air using solar energy at the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. All the professionals and interns working with XXXX receive no financial compensation so we can maximize spend on projects tackling XXXX basic issues - electricity, clean water and cleanliness/biowaste - in developing countries as part of protecting the environment and also provide social development in the form of hands-on practical training on real world projects. 

Chronology of Events is as follows : XX/XX/XXXX. Email alert sent to XXXX XXXX XXXX XXXX at his email XXXX from JP Morgan Chase Bank NA ( henceforth referred to as Chase Bank ) regarding insufficient funds in XXXX, XXXX for business account ending in XXXX. 

XX/XX/XXXX. XXXX XXXX XXXX, XXXX XXXX and XXXX XXXX called Chase Business Customer Service about this issue. They transferred us to the Fraud Department. We advised the agent that {$24000.00} had been taken out of our business bank account ending in XXXX between XX/XX/XXXX and XX/XX/XXXX ( of this total, {$24000.00} was in the form of fraudulent transactions that cleared out our entire account balance on XX/XX/XXXX, plus another {$130.00} overdrawn amount before Chase bank froze the account for insufficient funds ). Chase bank also charged XXXX XXXX XXXX, an insufficient fund fee of {$34.00} on XX/XX/XXXX and XXXX XXXX XXXX  service fee on XX/XX/XXXX when our balance had fallen from the original {$24000.00} balance back on XX/XX/XXXX to {$360.00} on XX/XX/XXXX ). 

XX/XX/XXXX. XXXX XXXX XXXX, XXXX XXXX went to Chase Bank XXXX at XXXX XXXX XXXXXXXX XXXX to file a Disputed Transactions Questionnaire. Moreover, he opened a new bank account as the one ending in XXXX had been compromised. Moreover, the original bank account was also restricted with any credits being issued to the new bank account opened for XXXX and ending in XXXX. 

XX/XX/XXXX. XXXX XXXX, XXXX XXXX received email notification from Chase Bank that another Disputed Transaction Questionnaire needed to be filed for {$790.00} for XXXX transactions tied to XXXX XXXX  between XX/XX/XXXX and XX/XX/XXXX, and also {$0.00} for XXXX XXXX XXXX  dated XX/XX/XXXX. XXXX XXXX visited the Chase Branch in XXXXXXXX XXXX later that XXXX where the bank representative printed out the document with details of these transactions. However, as the banks fax machine was not working, XXXX went to another Chase Branch in XXXX a XXXX XXXX later and they were able to fax the Disputed Transaction Questionnaire. 

XX/XX/XXXX. Chase Bank also sent XXXX email notifications informing us that {$9300.00} had been temporarily credited to our account for our claim ending in XXXX. 

XX/XX/XXXX. XXXX XXXX called the Fraud Department at Chase Bank to follow up after the holiday break and was advised that the investigations had been completed by the Fraud Department and they could only refund some of the fraudulent transactions. The bank representative also suggested that XXXX could try and call some of the other financial institutions directly to see if they could return our money. This is clearly in violation of Code of Federal Regulations. The Fraud Department representative referred XXXX to Chases Corporate office at XXXX XXXX XXXX which created a new case number XXXX. 

XX/XX/XXXX. XXXX XXXX received voicemail from XXXX that the fraud case had been reopened and the investigation was ongoing. 

XX/XX/XXXX and XX/XX/XXXX. We received email notifications from Chase Bank stating that our XXXX claims XXXX and XXXX had been finalized. Simultaneously, our business bank account at Chase showed a balance of XXXX from XXXX credits of {$9300.00} and {$790.00}. This means {$13000.00} of money stolen from our business account at Chase Bank ending in XXXX via fraudulent transactions that occurred from XX/XX/XXXX through XX/XX/XXXX had still not been refunded. 

XX/XX/XXXX. XXXX XXXX received another voicemail from XXXX stating that the investigation ( case number XXXX ) was still ongoing. 

XX/XX/XXXX. XXXX received another call from XXXX who stated the investigation still needs a XXXX XXXX XXXX 

We are a small non-profit, social and environmental organization and the delay in fully reimbursing money stolen from our business account is a crippling setback. This is all the more disconcerting given Chase Banks well publicized XXXX, XXXX and XXXX initiatives ( see https : //www.jpmorganchase.com/about/governance/esg ). We request your urgent assistance to bring this matter to a full and fair resolution. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation