Consumer complaint received 2022-02-24
Company: JPMORGAN CHASE & CO.
State: NV
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/XXXX, my ex-fianc, XXXX XXXX, walked into this Chase Branch, filled out a withdrawal slip for an account that she had no access to, and withdrew {$8000.00} from my checking account. ( See attached withdrawal slip with her signature ) I, of course, was irate when I noticed the counter transaction. At the time, I was in XXXX and had to wait a few days to contact Chase, until my return to XXXX XXXX. Once back, I called Chase bank on several occasions and spent hours on the phone with them. 
( The XX/XX/XXXX date is a best guess, as I don't recall the dates that i called ) Each time I called, I got hung up on or the call was disconnected, and I would have to call back in and start the conversation over. Unbelievably, they never had a record of me calling in or the call getting disconnected. I, finally, got in touch with the fraud department, so I thought. A person, named XXXX, told me that he would escalate the issue, and someone would get back in touch with me. NO ONE ever called me back.

About this time, I was having serious problems in dealing with my now ex-Fianc. I was selling the house and sending her to a rehabilitation center, as she has drug and alcohol addiction issues. The issue with Chase Bank was placed on the back burner and through the end of the year, as I get really busy with work in the fall and then the holidays. 
on XX/XX/XXXX, I walked into the same branch and spoke with XXXX XXXX, the XXXX XXXX at this location. He was astounded that this could happen and called the claims/fraud department. They told him that I needed to have filed a complaint within 60 days of the event and they have no record of me doing so. Even after I called several times, in XXXX. XXXX was kind enough the escalate the issue and it is currently being reviewed by the XXXX XXXX XXXX XXXX, at Chase Bank. XXXX informed me to come back in if no one called within a week. They never called, so I walked back into the branch. XXXX was on vacation, so I asked to speak with a manager. XXXX, the branch manager, was too busy to speak with me, in person. However, she called me as I was walking out and told me that I am out of luck and to hire an attorney. She could not wait to get me off of the phone. 
Since then, I have called and spoken with Chase Fraud department. They told me that they don't handle teller mistakes and that I needed to be handled in the branch, directly. He told me to walk in, again, and file a formal complaint. I have yet to do that, but plan to. 
I also went to the police substation and tried to file a police report against, XXXX XXXX. They told me that I have to go after Chase and let Chase go after XXXX. 
They gave me the number to the XXXX, in XXXX XXXX. The XXXX told me to file a complaint with your department, the NV XXXX XXXX XXXX, and the XXXX, directly. 
XXXX is hiding behind some fine print that was signed when I opened my bank account, which must be signed in order to bank with them. I believe that there has to be a record of my attempts to report the fraud and they can not seem to produce it. 
I am currently pursuing court action against XXXX XXXX for another matter and consulting with the attorney, XXXX XXXX, XXXX. There must be some culpability on the part of Chase Bank. They have the responsibility to check a person 's ID and to protect my money from this type of misappropriation. They allowed a woman to walk in and withdraw money from my account. I am clearly a man and she a woman. 
At the time, XXXX and I DID have a joint savings account, but she had no access to my checking. I placed that {$8000.00} in my checking due to XXXX 's substance abuse problems and I expected it to be safe. Someone needs to be held accountable and I would like my money back. 
Thank you in advance for your attention to this matter XXXX

Company response to consumer: Closed with explanation