Consumer complaint received 2022-02-07
Company: JPMORGAN CHASE & CO.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX I received an alert that my checking balance was below {$50.00} when it should have been over {$900.00}. 
Online I saw 2 deposited checks ( {$1900.00} and {$1500.00} ) on XX/XX/XXXX, 1 pending deposit ( {$1900.00} ) and 2 pending withdrawals ( {$2500.00} and {$2000.00} ) on XX/XX/XXXX that I did NOT make. 
I called Chase to report fraudulent activity on XX/XX/XXXX. I spoke to 2 separate departments ( fraud and claims ). I was told someone else called the bank that day to inquire about my balance but could not be verified. 
Chase said withdrawals were made in person at a Chase branch in XXXX XXXX, TX. I have not been to Texas in many years, and I do not believe I have ever been to XXXX XXXX. 
I was told that fraud reporting forms would be mailed to me, which were a requirement for Chase 's investigation. As of XX/XX/XXXX, I have not received the forms. 
I filed a criminal complaint with the XXXX XXXX XXXX XXXX ( Case # XXXX ). 
Chase informed me that the initial fraud was incorrectly reported as debit card fraud, when it was in fact checking fraud ( their mistake ). 
On XX/XX/XXXX, I went to a local Chase branch to set up a provisional checking ( ending XXXX ) and savings ( ending XXXX ) account to replace compromised checking ( ending XXXX ) and existing savings ( ending XXXX ). I did NOT set up overdraft protection. 
I was told that the bank could not transfer my pre-fraud balance until the investigation was completed. The banker who set up my account ( XXXX XXXX ) instructed me to make payments out of my new savings account, which he assured me was not affected by the fraud. Funds had transferred in full from my old savings account ( XXXX ) into the newly created account ( XXXX ). 
On XX/XX/XXXX, my new/provisional checking account ( XXXX ) reflected one of the fraudulent deposits ( deposit of {$1900.00} that was part of my initial fraud claim ). That same day, the new checking ( XXXX ) reflected 2 returned deposits, ( {$1900.00} and {$1900.00} ) and resulting in a negative balance. Two returned item fees of {$12.00} and {$12.00} were deducted from my account. On XX/XX/XXXX, the balance of the new checking account ( XXXX ) was - {$1900.00}. Fraudulent transactions were moved by Chase from the compromised account ( XXXX ) to the new/provisional account ( XXXX ). 
On XX/XX/XXXX, a deposit of {$1900.00} appeared on my new checking account ( XXXX ). I did not make or request this transaction. This brought the new checking account ( XXXX ) to a balance of {$0.00}. 
On XX/XX/XXXX, another returned check appeared, deducting {$1500.00} from my new checking account ( XXXX ), along with a returned item fee of {$12.00}, resulting in a balance of - {$1600.00} on checking account ( XXXX ). 
On XX/XX/XXXX, a deposit of {$1600.00} appeared on my new checking account ( XXXX ). I did not make or request this transaction. This brought the new checking account ( XXXX ) to a balance of {$0.00}. 
On XX/XX/XXXX, my new savings account ( XXXX ) balance reflected a withdrawal of {$1900.00} made XX/XX/XXXX and a withdrawal of {$1600.00} made XX/XX/XXXX. I did not make or authorize these withdrawals. 
Chase twice removed funds from my savings account ( XXXX ) for a total of {$3600.00}, without my consent, to cover the fraudulent activity that had transferred from a compromised checking account ( XXXX ) to a new/provisional checking account ( XXXX ). The savings account affected ( XXXX ) was not tied to either checking account. 
I have been victimized twice - initially by a fraudster, subsequently by Chase. 
I went to a local Chase branch on XX/XX/XXXX to ascertain what had happened, I learned that both my new checking ( XXXX ) and new savings ( XXXX ) were restricted and could only receive deposits. Payments I arranged from my new savings ( XXXX ) were blocked/refused. 
My local branch manager printed the forms that I should have received by mail. They were completed and faxed to Chase. She explained that only XXXX individual within the bank ( XXXX XXXX ) could assist in returning the stolen through fraud and those stolen by Chase from my savings account. 
XXXX XXXX could not be reached. 
I told by Chase that since they did not receive the forms from me ( that I never received by mail ), they were proceeding as if I was responsible for the fraud. To add insult to injury, I was informed that Chase will no longer do business with me.

Company response to consumer: Closed with monetary relief