Consumer complaint received 2021-01-26
Company: JPMORGAN CHASE & CO.
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Account opened as a result of fraud

Complaint:
got a debit card in the mail from Chase bank on XX/XX/2021. We opened the mail on XX/XX/2021. We have never had a bank account with Chase Bank. XX/XX/2021 we immediately called to have the account shut down. The person who opened the account used my SSN, DOB, and current address. I called first thing Monday morning to alert Chase Bank to the fraud as instructed by the people we spoke to from the Fraud Department on Sunday. As advised, I immediately filed a police report. ( Which was all completed within less than 24 hours. ) I have also had to submit MORE identification to meet with a bank representative and fill out the Identity Theft Declaration of Claimant form than the person who opened the account in my name. I have no idea who opened this account, but am expected to tell Chase if I suspect anyone I know may have done this. 
As noted on the Personal Electronic Signature Card, the account was opened on XX/XX/2021. It was issued by XXXX, at XXXX XXXX  XXXX # XXXX. The email provided for the account doesn't exist. Had Chase done their due diligence by sending confirmation text and/or emails, they would have known the phone number and email address associated with this account were both wrong immediately. My husband 's phone number was given as the contact number. The most egregious error by Chase is the fact that they did not comply with banking standards requiring 2 sources of valid identification. According to the Electronic Signature Card, a state issued ID card was " accepted ''. The number that was given isn't even the correct number of numerals in any form of identification. The perpatrator used our 4 digit postal code that follows our zip code as the number that authenticated their state issued ID. A second form of Identification was not provided, this violates banking policy according to FDIC 8000 - Miscellaneous Statutes and Regulations PART 1020RULE FOR BANKS Subpart FDefinitions ( ii ) Customer verification. The CIP must contain procedures for verifying the identity of the customer, using information obtained in accordance with paragraph ( a ) ( 2 ) ( i ) of this section, within a reasonable time after the account is opened. The procedures must describe when the bank will use documents, non-documentary methods, or a combination of both methods as described in this paragraph ( a ) ( 2 ) ( ii ).

( A ) Verification through documents. For a bank relying on documents, the CIP must contain procedures that set forth the documents that the bank will use. These documents may include : ( 1 ) For an individual, unexpired government-issued identification evidencing nationality or residence and bearing a photograph or similar safeguard, such as a driver 's license or passport ; and ( 2 ) For a person other than an individual ( such as a corporation, partnership, or trust ), documents showing the existence of the entity, such as certified articles of incorporation, a government-issued business license, a partnership agreement, or trust instrument.

( B ) Verification through non-documentary methods. For a bank relying on non-documentary methods, the CIP must contain procedures that describe the non-documentary methods the bank will use.

( 1 ) These methods may include contacting a customer ; independently verifying the customer 's identity through the comparison of information provided by the customer with information obtained from a consumer reporting agency, public database, or other source ; checking references with other financial institutions ; and obtaining a financial statement. 

( 2 ) The bank 's non-documentary procedures must address situations where an individual is unable to present an unexpired government-issued identification document that bears a photograph or similar safeguard ; the bank is not familiar with the documents presented ; the account is opened without obtaining documents ; the customer opens the account without appearing in person at the bank ; and where the bank is otherwise presented with circumstances that increase the risk that the bank will be unable to verify the true identity of a customer through documents.

( C ) Additional verification for certain customers. The CIP must address situations where, based on the bank 's risk assessment of a new account opened by a customer that is not an individual, the bank will obtain information about individuals with authority or control over such account, including signatories, in order to verify the customer 's identity. This verification method applies only when the bank can not verify the customer 's true identity using the verification methods described in paragraphs ( a ) ( 2 ) ( ii ) ( A ) and ( B ) of this section.

( iii ) Lack of verification. The CIP must include procedures for responding to circumstances in which the bank can not form a reasonable belief that it knows the true identity of a customer. These procedures should describe : ( A ) When the bank should not open an account ; ( B ) The terms under which a customer may use an account while the bank attempts to verify the customer 's identity ; ( C ) When the bank should close an account, after attempts to verify a customer 's identity have failed ; and ( D ) When the bank should file a Suspicious Activity Report in accordance with applicable law and regulation.

( 3 ) Recordkeeping. The CIP must include procedures for making and maintaining a record of all information obtained under the procedures implementing paragraph ( a ) of this section.

( i ) Required records. At a minimum, the record must include : ( A ) All identifying information about a customer obtained under paragraph ( a ) ( 2 ) ( i ) of this section ; ( B ) A description of any document that was relied on under paragraph ( a ) ( 2 ) ( ii ) ( A ) of this section noting the type of document, any identification number contained in the document, the place of issuance and, if any, the date of issuance and expiration date ; ( C ) A description of the methods and the results of any measures undertaken to verify the identity of the customer under paragraph ( a ) ( 2 ) ( ii ) ( B ) or ( C ) of this section ; and ( D ) A description of the resolution of any substantive discrepancy discovered when verifying the identifying information obtained.

( ii ) Retention of records. The bank must retain the information in paragraph ( a ) ( 3 ) ( i ) ( A ) of this section for five years after the date the account is closed or, in the case of credit card accounts, five years after the account is closed or becomes dormant. The bank must retain the information in paragraphs ( a ) ( 3 ) ( i ) ( B ), ( C ), and ( D ) of this section for five years after the record is made.

Not only have I had to do a majority of the leg work to initiate an investigation on this matter, the corporate office would not release any information to me regarding this account without a police report. This was my own information. My Social Security Number, My Date of Birth, My address, and my husband 's phone number. At this point, this has consumed nearly 3 days of me contacting various agencies in order to submit a report to Chase to " prove '' fraud that was in no way inhibited by their practices which violate FDIC regulations. The Detective that took the report was so incredulous with the situation it is evident in his report. Chase bank is responsible for this situation 100 % due to their negligence and failed application procedures. 
I was told that at times, suspicious accounts such as this are flagged. ( Ones that do not meet the critera set forth by the FDIC XXXX and will shut them down after a 3 day review when the account is initiated. In the case of this account, that did not happen. There was no review, there was no inquiry until I brought this to their attention nearly 10 days later. Not only were there issues with the identification, no deposit was made. The account was opened without any money having been put in. 
A federal investigation should be completed with severe penalty enforced upon Chase bank. Upon researching complaints available here, I discovered where Chase bank froze *newly opened* accounts that had large deposits for suspected fraud ( Complaint XXXX, XXXX, and XXXX ). Evidence of the difficult nature to request information and fraudulent accounts is available on Complaint XXXX. Evidence of Chase beind derelict in their obligation to honor correct identifying information regarding accounts is available on account XXXX. 
I have attempted to respond to this matter with the attention required, at the corporate level it has proved to be contentious at best. Almost as if I am lying about this being fraud. The local branch was exceptional in dealing with this-I do want that to be noted. XXXX XXXX was outstanding. On XX/XX/2021 when I called the Fraud Department, I was transferred three times because no one seemed to know how to address the situation. After finally speaking with XXXX in the Customer Protection Group she stated " we have no way of knowing it was/was not you. '' -- -- Please read that again, and what department she works in. Only after I began to ask questions regarding when/where the account was opened and she stating that information wouldn't be released to me without a Police Report, she then stated that their Account Review Team had already flagged the account as suspicous and it had been restricted on XX/XX/2021. I asked her what time that happened, she stated it was at XXXX XXXX. I told her that was inaccurate information and that was the time we discovered the debit card and called to have the account closed and declared as fraudulent. 
In addition to the negligence and dereliction of duty on behalf of Chase bank, my husband XXXX as a highly skilled first responder to a major national event the day Chase made me become their principle fraud investigator. 
In addition to that, I have a rare condition ( XXXX XXXX ) that is exacerbated by stress. My symptoms regularly are excruciating. When a stressful event such as being named principle fraud investigator by Chase bank, and treating it with the seriousness required- it makes my symptoms unbearable. 
Chase bank should be fined, as well as paying me for my time since I became Principle Fraud Investigator on their behalf. I should also be reimbursed since this event has caused my symptoms to worsen. I am the primary care giver for my XXXX children.

Company response to consumer: Closed with explanation