Consumer complaint received 2017-08-29
Company: JPMORGAN CHASE & CO.
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
Subject : Complaint against unauthorized reversal of {$19000.00} from my Chase checking account on XX/XX/XXXX Hi Sir / Madam, Chase Bank made an unauthorized transaction from my checking account and they are refusing to return my money. Their claims department had refused to give me a specific reason and basis for the reversal and is asking me to settle the matter with the other party in a court of law. 

The details of my case is listed below : On XX/XX/XXXX, my wife, transferred {$19000.00} from her chase checking account to my chase checking account. This transaction was NOT an online transaction and the transfer was done by visiting Chase Bank branch located at XXXX XXXX XXXX, XXXX, TX XXXX The transfer was done in the bank by a banker, XXXX XXXX. Both of us ( my wife and myself ) were present in the bank and XXXX, the Banker verified both our ID credentials and checking account debit cards. 
After proper validation and after the authorization by the Bankers superior XXXX, the Manager of Chase Bank branch located at XXXX XXXX XXXX, XXXX, TX XXXX, the transaction was authorized. I am attaching my checking account statement forXX/XX/XXXX as proof of the transaction. 
We my wife and me filed for XXXX under mutual consent in XXXX on XX/XX/XXXX. On XX/XX/XXXX, I found that My chase bank account was frozen and I was not appraised of the same. 
The contact center refused to give me a valid reason and on visiting the Bank, I was told verbally that my wife disputed a {$2000.00}, online transfer which she had made using XXXX XXXX. I was told that the amount is under investigation and till the investigation is over, my account will remain frozen. 
The Bank never sent me any communication and didnt allow me to present my side in this case. I was not informed of the nature of the complaint nor was I informed of any other details. 
My account remained frozen for next 2 months and on XX/XX/XXXX, I found that they had unfrozen my account. However, they reversed {$19000.00}. I received a letter from bank that they are reversing the money as they made an error in processing an ATM withdrawal. ( scanned copy attached for reference ). 
I raised the complaint with the Bank Executive office on XX/XX/XXXXand an associate named XXXX had recorded my complaint ( Case No # XXXX ). On XX/XX/XXXX, XXXX called me on my cell number and informed me that as per the Bank it was an online transfer ( attached is the Bank statement for XX/XX/XXXX which shows the transaction as an online transaction ) which was disputed by my wife and Bank will not reverse the transaction. Now they have advised me to take the case in a court of law against my wife. 

Chase bank has failed to give me any information during the whole ordeal. They have failed to do the due diligence and investigate the case correctly. The transaction was a legitimate transaction, which was done in the bank, with the help of a banker. The banker had verified our IDs and the transaction was sanctioned by the Bank Manager. On three occasions, the bank has faulted in identifying the transaction In the letter dated XX/XX/XXXX ( attached ) they claimed that it was an ATM transaction error, secondly, in the verbal communication by XXXX from Chase Bank executive office and in the account statement, they called it an online transaction and thirdly I received a letter datedXX/XX/XXXXthey claimed it was a check deposit, while in reality, it was none of these three. 

Chase bank dishonored a legitimate transaction and betrayed me as a customer. They took a decision on my bank account without giving me any reason on the claim and took money out of my account and gave it to the third party and then asked me to take it up in the court of law. 

I believe the unauthorized transaction was a clear breach of trust and a breach of fiduciary responsibility of the bank. Given the above account of my ordeal, I request you to take this up with the bank and ask them to correct their mistake and give me my money back and credit {$19000.00} into my account at the earliest, reverse any fees that has been levied to my account post XX/XX/XXXX for overdraft. I request the bank to honor the legitimate transaction of {$19000.00} done in the branch on XX/XX/XXXX and honor my rights as a customer. 

Thanks. 

Sincerely.

Company response to consumer: Closed with explanation