Consumer complaint received 2023-05-30
Company: JPMORGAN CHASE & CO.
State: DE
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Account opened as a result of fraud

Complaint:
Dear Sir/Madam, I am writing to file a formal complaint against Chase Bank regarding a case of identity theft and the subsequent denial of my claim. I believe it is essential to bring this matter to your attention and request your assistance in resolving this issue. 

On approximately XX/XX/XXXX, I visited the Chase Bank XXXX XXXX to open a checking account. The representative who assisted me, XXXX, discovered that there were multiple checking and savings accounts opened under my name in XXXX and before. However, I have never had any prior checking or savings accounts with Chase Bank, and I have been a victim of identity theft in the past. The only account I have ever had with Chase is my Chase credit card which I opened as of XXXX. After acknowledging the fraudulent  accounts, XXXX initiated an identity theft claim on my behalf. I provided all the necessary documentation, including an identity theft affidavit and a police report substantiating my claim. She warned me that claims are sometimes automatically denied without proper review, urging me not to lose hope and to continue fighting for resolution. 

To my dismay, on XX/XX/XXXX, I contacted the customer protection group and was informed that my claim had been denied. The representative I spoke to was unhelpful and provided no further information, stating that a letter would be sent to me. This prompted me to return to the Chase XXXX XXXX, seeking assistance from XXXX, who empathized with my situation and agreed that it was a clear case of identity theft. 

XXXX contacted the customer protection group on my behalf, explaining the circumstances and the fact that branches were closed during the alleged account openings. He emphasized the presence of the necessary documents, including the police report, and requested that the claim be reopened. Fortunately, the claim was reopened as a result. 

However, my recent call to the customer protection group on XX/XX/XXXX revealed that my claim had once again been denied as of XX/XX/XXXX. This time, I spoke to a discourteous woman who showed no empathy for my situation. After requesting to speak to a manager, I was transferred to XXXX XXXX who initially confirmed that the claim had been reopened. However, she later returned to the line and abruptly informed me that the back office had decided to deny my claim, without providing any reason for their decision. 

It is incredibly distressing to face such dismissal and lack of accountability for the severe consequences I am enduring due to the unauthorized opening of accounts in my name. My identity has been compromised, and I am left to bear the repercussions. Therefore, I kindly request your intervention and assistance in resolving this matter. 

Enclosed with this letter, please find a list of the fraudulent Chase accounts that were not opened by me : XXXX, XXXX, XXXX, XXXX, XXXX, XXXX. I urge you to thoroughly investigate these accounts and advocate for a fair and just resolution. 

I appreciate your attention to this matter and look forward to a prompt response. I believe that with your intervention, we can rectify this situation and protect consumers from the devastating impacts of identity theft.

Company response to consumer: Closed with explanation