Consumer complaint received 2022-04-29
Company: JPMORGAN CHASE & CO.
State: TX
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Victim of Identity Theft and Wire Fraud. On XX/XX/2022, at approx. XXXX Eastern Time an individual walked into a Chase Bank in Virginia and using a fake TX driver 's license was able to wire out {$10000.00} out of my savings account to XXXX XXXX XXXX XXXX XXXX XXXX ) in XXXX Maryland XXXX An automated email from Chase was sent at XXXX Central Time saying, " We sent your wire transfer ''. I received this email and called Chase Bank within 30 minutes to stop this wire transfer and dispute it as fraud. I completed this call from the Chase Bank branch next door in XXXX, Texas, explaining that it was obviously fraud because I could not possibly be in a branch in Virginia and 30 minutes later be in a branch in XXXX, Texas. I then completed the Identity Theft Declaration of Claimant ( which the Chase claims person called a Fraud, Forgery Affidavit ) and the Banking Center Manager faxed the forms to Chase ( using XXXX XXXX XXXX XXXX which converts the fax into an email for timely delivery ) within an hour of calling and reporting this fraud on XX/XX/2022. On this Chase form in writing, I also told Chase to immediately stop the wire and refund the funds, as this was fraud. We were using our Chase debit cards and credit cards in XXXX, Texas the same day. It would have been easy to tell that we were not in Virginia, that we have never done a wire, let alone out of a savings account, and that we always show/scan our Chase debit card or credit card when talking to a branch employee. Never just an out-of-state ID. Chase Bank discloses on its website that " Before we send a wire, it goes through an internal review process, and in some cases we may need to contact you to verify your request. '' Why wouldnt presenting an out-of-state ID in a non-local branch not prompt some sort of actual internal review? I called within 37 minutes of the criminal being in the Chase Bank in Virginia, and Chase still could not stop or review this wire transfer??? 

I was told by the Chase claims person on XX/XX/XXXX this would be 5 business days to process the claim. I immediately completed a police report and submitted it. Later in day on XX/XX/XXXX the local Chase Bank Branch Manager called me to give a little more information about the identity theft from the Virginia branch. The same day, we came back into another Chase Bank to close and reopen accounts, request new cards, and to make sure all accounts were flagged appropriately. I have added Chase auto alerts to the accounts which are all after transactions have processed. There does not appear to be an interdictory system that stops certain types of transactions without approval on personal accounts- such as a wire on savings account. I have been back into multiple local Chase Banking centers updating IDs, asking for updates, asking for escalation. 

On XX/XX/XXXX I called Chase XXXX number and was told by Claims the wire recall failed and given a case number, and no information as to why the wire reclaim failed or when Chase actually submitted the reclaim. I was told to call another Chase number ( XXXX ) which when I selected certain call options I was sent to a non-working number. After multiple attempts to get another Chase person, they had no idea why I called the XXXX number and transferred me to yet again another non-working number. 

On XX/XX/XXXX, I had an appointment with the local branch to escalate the process. At this meeting the banking center employee faxed the police report and the FBI IC3 report, which I provided, to the Claims group and added escalation to the claim. On XX/XX/XXXX, we went to another Chase Bank to determine what was going on. We were told that the timing was now 10 days, and communication may only be in writing. We sent an email to the XXXX XXXX XXXXt Director-Banking asking why this ID theft and fraud was not being addressed. On XX/XX/XXXX, this 3rd branch manager called back saying the claim was still pending and to notify us that it could now take 30 days! 

A Fraud Investigator from XXXX XXXX XXXX XXXX reached out to us about this fraudulent wire transfer on XX/XX/2022, and we still have not spoken to a Chase fraud person. XXXX XXXX XXXX Investigator stated they did not receive the wire reclaim until after XXXX ET on XX/XX/XXXX, too late to stop the withdraw of funds. I told Chase to stop this fraudulent wire immediately on XX/XX/XXXX ; Chases lack of review, delays in reclaiming this fraudulent transaction and subsequent loss should not be put upon the consumer ( me ). I was well aware of the timing sensitivity with domestic wires and acted accordingly, and so should Chase. The XXXX XXXX XXXX XXXX investigator was appalled that the fraud claim had not been processed and suggested submitting a complaint through the CFPB. 

Chase has not reached out to us about this fraud no one from Chase Fraud, other than a couple instances where a local branch manager called to relay day-of-information or that the claim was still pending. I am the victim here this is significant amount of money, and the actions by Chase Bank to not prevent this from happening ( ID Theft Red Flags XXXX ), their subsequent delay in reclamation, and now moving pending dates are sickening. This is a case of identity theft and wire fraud/account take-over, and the consumer should be reimbursed.

Company response to consumer: Closed with explanation