Consumer complaint received 2023-02-22
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:
My Wife and I are having very unusual activity and interaction with our local Chase Bank from their employees locally, and from the Fraud Department. We had {$25000.00} stolen from us, and immediately attempted to get it back. In this attempt were have been getting the run around, as well as bank officials falsifying their report when we made our complaint. Plus, the denial of filing a Fraud Claim, still to this day. The theft from our bank account started over a month ago. 
On XX/XX/2023 in XXXX Washington 3 fraudulent unauthorized transaction occurred. One transferred funds from my Chase checking account to my wifes Chase checking account, then a wire transfer was made to a XXXX XXXX account to XXXX Alabama XXXX XXXX at XXXX XXXX XXXX for the amount of {$6500.00}. A Second similar fraudulent unauthorized wire transfer was made from my wifes checking and savings account to a XXXX XXXX accounts in XXXX Alabama XXXX XXXX at XXXX XXXX XXXX for the amount of {$11000.00}. The Third was made to XXXX XXXX account in XXXX Florida XXXX XXXX at XXXX for the amount of {$6900.00} sum total amount of {$24000.00}. 
My wife noticed the unauthorized transfers immediately at approximately XXXX XXXX XXXX. She got a call from XXXX ( Chase Fraud Specialist ) which got disconnected. She then called the Fraud Department using the number on the back of her card and talked to XXXX ( Fraud Specialist ) to start a claim. It was apparent that XXXX ( Fraud Specialist ) did not know what she was doing so we went down to our local bank to at XXXX as they opened. 
At approximately XXXX, we talk to XXXX XXXX XXXX XXXX Branch Manager ) to file a formal Fraud Claim. He brought in XXXX XXXX XXXX XXXX Bank Specialist ) to help us. She noticed that the funds in question were pending in XXXX XXXX banks in Alabama and Florida. She restricted/ locked our accounts and went through over 3 hours of questions. We assumed she was gathering information for the Fraud Claim ( Which Did Not Happen ). She then told us to go to the XXXX Branch to get new accounts. 
At approximately XXXX my wife and I met with XXXX XXXX ( XXXX Branch Manager ), XXXX XXXX ( XXXX Branch Manager ) & XXXX XXXX ( XXXX Bank Specialist ). They asked us questions and set up new accounts for each of us. This process took approximately 3 hours, and we assumed that it was part of the Fraud Claim. 
On XX/XX/2023 I received a phone call from XXXX XXXX ( XXXX Bank Specialist ) to inform me that the Recovery Claim dept could not recover the two wire transfers ( One for {$6500.00} and for {$6900.00} a total of {$13000.00} ) claim # XXXX. She said that the {$11000.00} is still pending. She said that XXXX XXXX said the transfers were authentic because the codes given were confirmed & legitimate. At this point I ask for the Fraud Claim #. She responded by saying the Recovery Claim is the same as the Fraud Claim. 
XX/XX/2023, My wife & I went to the XXXX XXXX to find out why no Fraud Claim was made. XXXX XXXX ( XXXX Bank Specialist ) and XXXX XXXX ( XXXX Bank Specialist ) filed an Escalation Claim with us. They would not give us a copy of the Escalation Claim or a Claim # because it was internal office use only. No Fraud Claim was made. 
On XX/XX/2023 I went to the XXXX XXXX and asked XXXX XXXX ( XXXX Branch Manager ) to have the wire transfer fees off of my wifes account since they were fraudulent. He said that they will be removed. The next day I spoke to XXXX XXXX ( XXXX Branch Manager ) again and told him that my wife is getting overdrawn fee on the account that is restricted/ locked. He said that could not happen, He explained, there should be no activity happening on that account but yet it did. I asked him to look it up and he discovered the account ending in XXXX was labeled restricted, but had several transactions being conducted over the last couple of days. I asked him who has the power to override restricted accounts to allow transactions. He replied he didnt know. 
On XX/XX/2023 approximately XXXX, I called and spoke to XXXX from the Fraud Department , and tried to file a Fraud Claim ( XXXX XXXXXXXX case XXXX  XXXX XXXXXXXX ). Later on that day of XX/XX/2023 at XXXX, my wife and I went to meet with XXXX XXXX XXXX XXXXXXXX Branch Manager ) at the XXXX XXXX to have my wife 's wire and overdraft fees removed ( an appointment set up by XXXX XXXX XXXX XXXX Bank Specialist ) ). Evidently, it was an appointment that was never made, and XXXX XXXX ( XXXX Branch Manager ) refused to meet with us. 
As the week continued on, Chase Managers and Specialist kept giving us the run around, and it felt like they began to stonewall us. Something strange and odd is happening at Chase Bank. 
On XX/XX/2023 approximately XXXX, we met with XXXX Police officer XXXX XXXX to file a Police Report ( XXXX XXXXXXXX ). 
Then another strange and odd thing occurred on XX/XX/2023 when I noticed that the Fraud Claim # that I got from XXXX ( Fraud Specialist ) on XX/XX/2023, was the same as the Recovery Claim # XXXX. I immediately called the Chase Fraud Dept. and XXXX and I spoke to XXXX ( Fraud Specialist ) who said a Recovery Claim is different from a Fraud Claim, and that no Fraud Claim was Made. I thought this was strange since I spoke with XXXX ( Fraud Specialist ) a few days ago. It turns out it was a XXXX Fraud Claim that I made with XXXX. She informed my wife that the Recovery Claim was denied due to a manager who had ( Falsely ) reported that XXXX gave out personal information over the phone ( which did not happen nor did we say it happened ). XXXX replied, that no personal information was given out, and asked the name of the manger who reported this. XXXX said she didnt have that information. She proceeded to initiate a Fraud Claim where we were put on hold several times, and gave us a Claim # XXXX. We both explained, that the number is the same as the Recovery Claim #. She then changed her statement that Fraud Claims are the same as Recovery Claims. This is when I realized that we were being stonewalled, and they were refusing to initiate a Fraud Claim. 
The following Monday XX/XX/2023 at about XXXX I went into the local Chase Branch and Met with XXXX XXXX XXXX Branch Manager ). I told him that a manger falsely reported that XXXX gave out personal information. I asked how do I get the report corrected that reflects what had actually happened. He told me that I had to talk to XXXX XXXX ( Bank Specialist ), and that I would have to come back since shes not working today. 
Four days later I came back at XXXX XXXX XXXX. Where XXXX XXXX ( Bank Specialist ) had walked in before me. The Teller called me over to make an appointment with XXXX XXXX ( Bank Specialist ) because I have to wait until XXXX XXXX ( Bank Manager ) is present who happened to be gone. I explained to the teller that XXXX XXXX ( Bank Manager ) had instructed me to come back to talk to XXXX XXXX ( Bank Specialist ). Now that XXXX XXXX ( Bank Specialist ) is available I have to wait until XXXX XXXX ( Bank Manger ) is available. I told the teller it feels like Im getting the runaround, but I did set up an appointment with both of them on Tuesday XX/XX/2023. 
On XX/XX/2023 I got a call from XXXX XXXX ( Bank Manger ) asking me the reason for the appointment. I explained wanted to know why they reported misinformation that personal information was volunteered. Which is absolutely not accurate, and I wanted them to correct it. 

Chase has treated us in an unprofessional behavior. I also want to know why Chase is refusing to file a Fraud Claim. I want an explanation on why wire transactions were not frozen before completion without notifying, verifying and confirming the transaction with the owner of the account. I want an explanation on why a wire transaction was not stopped, when the owner of the account has no history of wire transfers. I want to know who has access to our accounts that can give authorization codes for wire transfers. I want to know why no initial Fraud Claim was made. I want an explanation how an account that is restricted/ locked can still have active transactions. I want FDIC to use the insurance to return the {$24000.00}. Plus refund the wire and overdraft fees.

Company response to consumer: Closed with explanation