Consumer complaint received 2022-11-28
Company: JPMORGAN CHASE & CO.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On Friday, XX/XX/XXXX of 2022, the following events happened : I received an alert from my bank ( Chase ) stating that one of my checking accounts was withdrawn {$15000.00}. I immediately knew this was unauthorized and the only description my account had for this was " Withdrawal. '' Since my husband and I share this account, he called Chase to get more information. The rep he spoke to stated we needed to go to a branch in person to get more information. We went to the nearest Chase branch in our area, which was 50 mins away. This is the address of the branch we attended : XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX, XXXX XXXXXXXX. The teller, XXXX, stated that there wasn't any more information about the {$15000.00} withdrawal because it was pending. However, he confirmed that this withdrawal was done in person at a Chase branch. We asked for the location and time of this event, but he stated we needed to wait at least 24 hours until this transaction posts to get more insight and that there wasn't any way of stopping this transaction. Since our checking account did not have the funds for this XXXX withdrawal, our savings account was completely wiped out as an " overdrawn security measure '' and moved to our checking account to help compensate for the overdrawn funds. We let the rep know this was fraudulent and unauthorized, but they couldn't do anything until we filed a police report first. We went to the police station and came back to the same Chase branch to give them the reference number that the cop gave us. We spoke with the same teller, XXXX, but said there wasn't anything else to do right now. He did make note of our situation. There was another teller that briefly looked at our account and said this looks like a " glitch '' in our system and it could be " because of the holidays. '' We left unhappy, stressed, and wasted a whole day trying to resolve this. 

On Saturday, XX/XX/XXXX of XXXX, the following events happened : I logged onto my Chase account and saw that the transaction was posted. I clicked on the withdrawal and saw a copy of a cashier 's check for the {$15000.00} with two names we did not recognize. It stated that the customer 's name was XXXX XXXX XXXX and the payee 's name of XXXX XXXX and they used our checking account number for the withdrawal. We headed to the same Chase location from yesterday and spoke with the same teller, XXXX. He stated that this check was done in Ohio. My husband and I asked him " how was someone able to withdraw an amount so large if the name on the account doesn't match the name on the withdrawal slip that they filed out? '' AND " how was someone able to withdraw more money than what the account actually has? '' ( because we did NOT have XXXX in this checking account ). XXXX, the teller, stated that it most likely was a " glitch '' in the system and that the system must have " read it wrong. '' THAT'S A HUGE GLITCH! The withdrawal was reversed and we got our funds back to normal, HOWEVER ; we wasted two days resolving this, I had TWO panic attacks because I thought this was identity theft, and it caused us gas, money, and stress for a " glitch! '' They apologized for their mistake, but this isn't enough. Anyone could have been a victim of this " glitch '' including the elderly that does not know much about technology and actually had the money in their account. This mistake would have been unnoticed! Involving an attorney is a high possibility at this point.

Company response to consumer: Closed with monetary relief