Consumer complaint received 2020-10-08
Company: JPMORGAN CHASE & CO.
State: NV
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Timeline of Events/Transactions : XXXX : FIRST UNAUTHORIZED TRANSFER # XXXX from account # XXXX, not executed by XXXX XXXX ( sole owner of account ) and into XXXX Business Account of XXXX XXXX and XXXX XXXX for {$20000.00}. 

XX/XX/XXXX : XXXX contacts XXXX and inquires why she transferred {$20000.00} into account XXXX. XXXX goes into XXXX XXXX XXXX in attempt to acquire info on the unauthorized transfer of {$20000.00} from XXXX into XXXX from day prior. No one can provide information. Since the funds went from XXXX personal account ( XXXX ) into her joint account with XXXX XXXX ( XXXX ), she is advised to not be concerned and to transfer funds back. The XXXX account was negative so XXXX was only able to reacquire {$17000.00} of her funds. The teller assisted her transfer of {$17000.00} from XXXX back to XXXX via Transaction # XXXX. 

XXXX : SECOND UNAUTHORIZED TRANSFER # XXXX from account # XXXX, not executed by XXXX XXXX ( sole owner of account ) and into XXXX Business Account of XXXX XXXX and XXXX XXXX for {$17000.00}. 

XX/XX/XXXX : Again, XXXX contacted XXXX to let her know another transfer has occurred. XXXX transferred {$17000.00} back ( from XXXX into XXXX ). Through the Chase secure online e-message center, XXXX emailed Chase, notifying them of the two aforementioned unauthorized transfers AND stating that she transferred the funds back since she had online access to both accounts. XXXX requested an investigation into the two transfers. XXXX then called Chase Security/Fraud department asking them to investigate the origin/IP address of the two unauthorized transfers. There was some confusion as to what funds went where and when when speaking to Chase Representatives and they stated to her that her funds LEFT Chase and went to a non-chase account. After hanging up, and  doing further research into both accounts transactions, XXXX figured out that the Chase Fraud rep was incorrect and that the funds actually went into XXXX on XX/XX/XXXX. The fraud rep advised XXXX to go into a branch, take XXXX down to zero, and put a hold on XXXX while Chase investigates. XXXX went into XXXX XXXX XXXX transferred the balance {$10000.00} into her other account ending in XXXX, was initially told the branch could not place a hold on the XXXX account, but then was provided and she signed a document placing a hold on the account. She stated several times that the accounts were now normalized, but that she wanted the investigation to continue to find out where and who initiated the two unauthorized transfers. A Chase rep  recommended severing ties to XXXX, so XXXX removed herself from XXXX with the help of a chase rep. 

XXXX : THIRD UNAUTHORIZED TRANSFER labeled something like account reversal ( XXXX XXXX a mistaken transfer by/from Chase security department to remedy the complaint ) from XXXX XXXX account XXXX into XXXX for {$20000.00}. XXXX was only able to see this post for perhaps 30 seconds when her app crashed. She was unable to login after that. The error message was something like account locked  due to suspicious activity. XXXX contacted XXXX XXXX who confirmed his account was negative {$20000.00}. XXXX tried to login several more times and was unsuccessful, and given the same error message. XXXX and XXXX attempted to go into Chase branch together to remedy the problem ( since there was no online access and XXXX no longer had access to XXXX without XXXX presence as it was no longer a joint account ). XXXX went into a branch and was told he was no longer a Chase customer and was handed cashiers checks to close his account. XXXX told XXXX not to bother, the account was forcibly closed. 

XX/XX/XXXX : XXXX called Chase and was told she was no longer a welcomed Chase customer and to go to a branch to pick up cashiers checks for her now closed accounts. XXXX asked for an explanation as to why reporting questionable activity on one account results in having all accounts held without any explanation and why she still does not have an answer as to who was initiating the unlawful transfers. The response was to go into Chase and pick up her money. XXXX went into Chase and was told all accounts are inaccessible to her, for an indefinite period, and she can not access any of her personal funds on ANY of her accounts. XXXX has stated multiple times that the {$20000.00} from XXXX into XXXX on XX/XX/XXXX, needs to be returned to XXXX. XXXX, since she has been locked out, has not been able to transfer the funds back to XXXX. XXXX received a printout from XXXX, XXXX XXXX Chase Bank Manager, listing a {$900.00} credit made after she zeroed out the account. XXXX is unsure if this account has a {$0.00}, or {$900.00} balance. Bank Manager XXXX was informed that there is $ XXXX in her account that does not belong to her. XXXX said there is nothing she can do during an investigation and gave XXXX the number ( XXXX ) XXXX to get some answers. XXXX spoke with XXXX who could not provide any info. 
XXXX, Chase Executive Office ( XXXX ) XXXX phone Case # XXXX Fax 1 : XXXX Fax 2 : XXXX At this time, XXXX has been told XXXX has just been closed. Chase refuses to provide her any information in regard to why she was kicked out of Chase Bank and what Chase has discovered in their investigation.

Company response to consumer: Closed with explanation