Consumer complaint received 2016-11-23
Company: JPMORGAN CHASE & CO.
State: NY
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
I had an enormous amount of fraud done to my Chase checking account back in XXXX. I had my debit card in my possession, so my debit number was used as a VISA Card on the internet. Chase never sent me an affidavit to fill out & the claims department divided up claims per the statement. Chase gave me provisional credit, and sent me a letter for each XXXX stating such. The second page of each letter listed the fraud transactions and at the bottom it stated ... '' MORE TRANSACTIONS DISCLAIMER. '' When I went back over each individual transaction, which took forever as I had to get statement printouts at the branch because I had no access to my old statements once I opened a new checking account, there were numerous missing. The claims department seemed to not include any transactions from XXXX/XXXX/16 to XXXX/XXXX/16 even though the first fraudulent transaction found/reported was on XXXX/XXXX/2016. I was shocked since all the fraud came from the same couple of merchants. I immediately contacted Chase to inform them that a chunk of time was missing and I was told that additional charges can not be added to claims already in process. 
I was advised to wait until the current claims were closed, and then if deemed fraudulent to call back Chase right away and they will open a claim for the charges Chase forgot to add. As since this was an error on Chase 's part it would be easier to see outcome first. 
On XXXX XXXX, 2016, I want into the branch as finally I had confirmation that all the transactions were fraudulent and all temp credits were final. The branch manager ( XXXX XXXX, who is absolutely wonderful ) actually did all the leg work in his office with me. The senior specialist got on the phone with me at the end, and reassured me that this was be an easily and quickly resolved. He also apologized to me on Chase 's behalf for the error and that he clearly saw the merchants were the same ones that Chase had deemed as fraudulent. 
Well, since XXXX XXXX, I have sent XXXX affidavits, and talked to countless clams reps. I received an email from Chase on XXXX stating a temporary credit had been added to my checking account, but nothing was added at all. 
Then on XXXX I received a letter from Chase stating that my account had been credited, and once again nothing was done. 
I have called Chase XXXX department numerous times and have been told that a HUGE system glitch that was preventing customers from getting credit ; I have also been guaranteed countless times that my account would be credited within XXXX. Now I find out that Chase wants to close my account, which is fine as I was leaving anyway but the latest is they are sending me a check in the mail. 
As of today, XXXX I went back to the branch manager and he confirmed that my account is still open for normal use and will be for another 10-days. He called a senior specialist at the claims department and was told that a check will be sent to me on the XXXX for the amount on the claim. I have not received any provisional credit even though Chase emailed me and sent me a letter confirming that it was added to my checking account. 
XXXX XXXX XXXX. XXXX Procedures for resolving errors, and the Chase Cardmember Agreement are not being followed regarding provisional credit within 10-days if claim is still being investigated. 
Why has Chase not given me a provisional credit? 
Yes, the transactions are past 60-days but I am following Chase 's instructions as the original claim was in time and Chase would not fix their error in reporting the fraud because that was not allowed. And even though my account is set to be closed in 10-business days, it is NOT closed now. Also, I called XXXX today and they conferenced in Chase claims department. After speaking with them for over 15 minutes, the XXXX rep was in shock. He immediately started a complaint case, XXXX case # XXXX.

Company response to consumer: Closed with explanation