Consumer complaint received 2016-09-22
Company: JPMORGAN CHASE & CO.
State: GA
Product: Bank account or service
Sub-product: Checking account
Issue: Making/receiving payments, sending money

Complaint:
My wife 's car was broken into and purse stolen, including XXXX bank cards ( chase and XXXX ), a drivers license and military id with her social security number, several gift cards ( XXXX ) and {$90.00} cash. She called XXXX, an officer arrived and filed a report. I immediately cancelled both bank cards ( chase and XXXX ), and told both banks what was taken, saying that with the social security number ( and dl ), trouble was coming ( that was XXXX ). 

On the following Sunday ( XXXX ), my wife noticed a {$900.00} deposit and XXXX {$900.00} withdrawals on our chase account the previous day ( XXXX ) and asked me if I had done it. I called chase immediately and reported check fraud. They said they could not file fraud until the check posted ( this was XXXX ). I asked them to freeze our accounts, and they did freeze both the checking and savings account. Evidently, someone presented both id 's at the drive through, and got our account number - and then cashed a check. 

I called the following day ( Monday, XXXX XXXX ) to file check fraud, and was told the check still had not cleared. I called again that day and then first thing the next morning. Tuesday ( XXXX ), the bank said the check posted and allowed me to file a fraud claim. The bank put {$900.00} back in our account in hold status. 

That day we signed up for Identify Protection, AND I went and spoke with the branch manager at the bank - I had opened an account with him personally almost one year to the day earlier. I asked him if, with both accounts frozen, if anything else could happen - other than my paycheck going in. He said no. 

The next day, Thursday ( XXXX ), my phone was dinging with bank alerts. My wife looked at the chase app on her phone and said that both of our accounts were cleared out. XXXX more {$900.00} checks were either written or cashed against our account, and our checking account was cleared and with overdraft protection, our savings account was cleared out as well. 

I called chase on the way to work and filed another claim. At the end of the conversation, the agent said that they would have to investigate and that it would take up to 30 days to get our money back. I asked to speak to his supervisor, and he escalated it, and said the same thing. I called the branch bank manager and told him what was going on, and asked for a number that I could call. He called me back with the number to the executive office, which I called on my way home and escalated it again. The person I spoke with said they 'd follow up with me in 48 hours. This was Thursday night ... I asked if they worked 24 hours a day and she said no. I said that the 48 hours would take us through the weekend with no money. 

I followed up the next morning, and there was no update. I said that I would go on XXXX if I did n't hear back by XXXX ... I got busy and called back at XXXX, and spoke with the original person who transferred me to an investigator who just received our claim. I gave her the series of events and she said the investigation would take through the weekend. I told her that my expectation was that I would have some sort of financial relief on that day. I suggested that she contact XXXX XXXX, and that I would not let up until I had some. By that time our savings account had been made whole, and it was frozen. 

The investigator called back and offered to set up a new account at another branch and get a debit card so we 'd have access to our account. When I asked about compensation for chase having let us down ( they have a fiduciary responsibility to protect our money ), she said that they did no wrong. I flipped out. I did go to the bank and open an account, and when I described the situation to the person there, she agreed that we had been wronged and said, " that 's what are tellers are trained for. '' To date, the money has been returned, and the bank said they followed protocol. I have no answer on comp.

Company response to consumer: Closed with monetary relief