Consumer complaint received 2015-09-18
Company: JPMORGAN CHASE & CO.
State: IL
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Account opening, closing, or management

Complaint:
My wallet was stolen in Downtown XXXX on XXXX XXXX, 2015. I realized this after an hour and immediately called Chase and my other credit card companies to cancel all of my credit cards. The thief did try to buy things and succeeded at spending about {$50.00} on food but was declined from spending over {$400.00} at Target. When I called Chase, I informed them that my wallet had been stolen. I got all my credit and debit cards canceled and re-issued, however Chase did not put a fraud alert on my accounts. Then, 10 days later, someone went into a Chase branch in XXXX, IL and impersonated me using my license, forged my signature and withdrew almost all the money from my checking and savings accounts. I realized this two days later and went to a Chase branch in person to close all of my accounts. When I went to my local Chase branch, the banker I was working with actually admitted that it was negligent for them to have not put any fraud warning on my accounts when I told them that my wallet had been stolen. He also said it was very unusual for someone to actually walk into a bank and impersonate someone else and withdraw money. He helped me file claims and told me it would take 10 business days for me to be refunded. The Chase banker told me that Chase will do their own investigation to figure out how and why this teller allowed someone who was n't me to withdraw my money but also told me that I was n't allowed to know anything about the investigation - I would not be told any results. He told me they 'd have to " investigate '' to make sure that I was n't scamming them - pretending that my money was gone when in fact I had withdrawn it myself. I filed police reports and everything as well. Well, it has now been 13 business days and I have not been refunded. I just contacted Chase Claims department and without an apology they told me " it '' just was n't done yet, meaning the " investigation '' to make sure that I was n't making all this up. The woman on the phone acknowledged that it had been over their stated 10-day turnaround but offered me nothing else than a " you 'll have to call back in 2-3 days. They 're short-staffed over there. '' I was already really angry at Chase for a ) not putting a fraud alert on my account when they knew my wallet had been stolen and b ) allowing some teller to distribute my money to a criminal who had impersonated me and now I 'm utterly disgusted with them for their lack of concern, negligence and slowness in resolving what was a HUGE mistake on their part. And I do n't even know IF they will be reimbursing me - they may come back and say that they think I 'm scamming them. On top of all of this, I set up security questions to be asked when I call over the phone. I just called them today and was not asked any of the security questions - just my name and address. And guess what? The person who stole my wallet has all of that information and could have easily pretended to be me. Chase needs to implement some better security procedures, such as asking a security question when you go to withdraw large amounts of money, and actually implementing the security questions when they say they will. I do not feel safe banking with them now, nor do I have any confidence in them. If this does not get resolved in a timely manner I will be moving banks.

Company response to consumer: Closed with monetary relief