Consumer complaint received 2021-10-01
Company: JPMORGAN CHASE & CO.
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Fraud and ID Theft XXXX ( Saturday ) at approximately XXXX we received an email into our XXXX account notifying her that her account password had successfully been changed XXXX ( Saturday ) at approximately XXXX I called the bank fraud number on the back of my debit card to try and suspend account but I was redirected to " online fraud support '' where I has been on hold for 5 minutes. 
XXXX ( Saturday ) at approximately noon we arrived in the local bank Branch where she was directed to you for support. During this time it was apparent that funds were being removed from our account in real time XXXX ( Saturday ) at approximately XXXX I arrived at the branch. At this point you had already successfully been able to have the account frozen XXXX ( Saturday ) at approximately XXXX Shortly after I arrived you were able to freeze the newly created fraudulent account. At this time approximately $ XXXX had been transferred from our account to the fraudulent account XXXX ( Saturday ) at approximately XXXX you were able to explain to us that it appeared that someone was " co owner '' on an account that was opened in the XXXX Area on XXXX XXXX ( Saturday ) from approximately XXXX / Claim # xxxxxx Identity theft/Claim # xxxxxx XXXX Monday ) morning I talked to you on the phone and you were able to find that the fraudulent account was opened with ID # xxxxx and that a XXXX XXXX XXXX  card had been used for the second piece of ID XXXX Also our old address had been used. 
XXXX ( Monday ) filed a claim with local police Case ID # xxxxx with all the information above XXXX ( Monday ) contacted social security department and froze her information there XXXX ( Monday ) sometime in the morning we visited the local branch to pick up the Identity Theft Declaration of Claimant Form but it was not available at the time XXXX ( Monday ) at approximately 3pm I picked up the Identity Theft Declaration of Claimant Form for us. At this time it was understood that of the $ XXXX that left account XXXX to fraudulent account that approximately $ XXXX was left frozen and that approximately $ XXXX was in pending withdrawal status but the medium of exchange was still not understood. You mentioned that we should know the medium of exchange by the end of business day today. 
XXXX ( Tuesday ) We dropped off the signed letter at the bank certifying that we are the victims of fraud and they faxed that to to the appropriate resource within the bank to start the process of recovering our funds. 
XXXX ( Tuesday ) asked what the form of withdrawal was from the fraudulently opened account that are showing as " pending '' however neither you nor he were able to tell me at this point. 
XXXX ( Tuesday ) we are direct contact with an assigned detective on this case in the XXXX Area and is filing charges against the offender and is willing to travel to XXXX in pursuit of those charges. 

Summary, someone impersonated us then opened a bank account with us on it and transferred funds from our account after they hacked our mail and online banking password.

Company response to consumer: Closed with explanation