Consumer complaint received 2017-02-07
Company: JPMORGAN CHASE & CO.
State: CA
Product: Bank account or service
Sub-product: Savings account
Issue: Deposits and withdrawals

Complaint:
Received a Chase Quick pay for move in payment from a new tenant on XX/XX/2017. Payment came from the new tenant 's business account which was on her rental application and confirmed by the pay stubs she had given me. It also had the email address on it that we had been communicating with. It was directly deposited into my account by Chase, I did not have to accept the payment. On XX/XX/XXXX I tried to log into my Chase Account which stated the following " Because of recent activity on your account, we 've suspended your chase.com access for your protection. Please call us. '' I called Chase who informed me that the Chase Quick Pay was being disputed for fraud. Chase had frozen the account which the QP went into which exceed the amount of the QP and they suspended my online access to XXXX other accounts. This included my checking account which I use all the time and XXXX other savings accounts I have with them. I explained to them on the phone this was move in money received from a new tenant who I had given the keys to my rental unit on XX/XX/XXXX. They told me they would need to investigate it and the investigation would be completed by XX/XX/XXXX. I contacted my local branch to ask for assistance. I also contacted my local sheriff 's department for assistance. What was uncovered was the tenant had stolen her boss 's computer after she was fired and had assumed her identity. On XX/XX/XXXX she was arrested and put in jail. In the rental unit was found forged drivers license, credit cards, forged checks, the stolen lap top computer etc ... enough to charged with XXXX counts including embezzlement, fraud by false pretenses, identity theft etc ... I went back to Chase again to speak with my local branch, with the police report confirming what had happen.The local banker called and we then spoke with Chase 's Online Fraud Department to inform them of the update. I asked them to return the money 's from the QP as I knew it was fraudulent. I explained to them the series of event. They told me they could not return the money or unlock my online access until they finished their own investigation as this was protocol. They refused to accept the police report for the investigation. What they want is for the actually owner of the account ( XXXX, the ex boss ), to write a letter and then notarize it saying the QP was valid. Which it is not as her ex employee got into her online account and initiated the QP. My local banker then spoke with XXXX, who I now have her contact phone number and then her personal business banker at Chase to try to clear this up with my accounts. 
Chase has refused to help me until they complete their own investigation, which as was stated previous will not be until XX/XX/XXXX, XXXX weeks after the incident. I was a victim of fraud by someone who had assumed another identity and now I am a victim by my own bank who I had trusted. I never knew that QP were not the safest way to receive money. Chase has been very unprofessional and uncaring, not even informing me of locking my online access, I would not have know if I had not logged into my online access. I have been a long time customer of Chase, almost 10 years with multiple accounts with them including my business accounts. I have no history of problems with my accounts. I have a personal relationship with my local branch employees who spoke with their corporate offices numerous time and vouched for me. I have a personal business banker who is there to assist me with my business accounts who spoke with corporate and explained my relationship with Chase. The amount in my personal accounts exceeds the amount of the QP by over 30 times. 
I do all my banking online and I have been left scrambling trying to make sure my bills are paid without being able to log into my online accounts. Victimized by my own bank under the false pretense of protecting me.

Company response to consumer: Closed with explanation