Consumer complaint received 2022-01-19
Company: JPMORGAN CHASE & CO.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
This is the third and final part of my three-part series about companies that are too big to hold themselves accountable. XXXX XXXX XXXX net worth as of XX/XX/XXXX, is {$460.00}. 61B. Let me preface this by saying I have always had a wonderful experience at my local chase branch. The staff really goes above and beyond to help their clients. The fraud department on the other hand are just that frauds. They do not conduct a thorough investigation, nor do they provide a rational explanation as to why a claim is denied. 
In XXXX of XXXX a total of {$5500.00} was stolen from my checking account. The FDIC insures individual accounts up to XXXX and remember chase is worth XXXX XXXX. As we approach the six-month mark since the theft my claim was denied twice. First because I did not report to chase that I was a victim of Identity theft which was a lie and secondly because it wasnt identity theft it was instead a criminal investigation. This is the problem with the claims dept every time you get someone on the phone the narrative changes. The original claim was reopened and escalated because a supervisor saw that there was evidence of identity theft. Additionally, I was asked to file a police report and submit more documentation. The police report took me almost three hours to obtain after waiting two weeks for my credit report just to be able to file the report. I cant think of a better way to victimize someone. A few days ago, I called for an update on said claim that was resubmitted in XXXX. The woman on the other end of the line said It was again denied because my driver license was used to withdraw the money so its a criminal investigation and not in fact identity theft. Yes, maam I know its a criminal investigation I spoke with the detective after I filed the report. My heart began to race and my blood boil. Not because of the denial this time but because of how arrogant she sounded in her ignorance. Im the one living through identity theft who the XXXX are you to tell me otherwise. She has no idea how vulnerable a person feels when you cant pay the bills because the money keeps disappearing or rushing to the bank on payday just to take out some cash to keep in case I get XXXX  again. Having all your cards become useless or the countless hours on the phone trying to restore accounts that were changed. 
She would have the reader believe that Im willing to commit perjury on a police report for {$5500.00}. Contrast this with a similar situation I had at XXXX XXXX, a much smaller credit union. After filing the police report and submitting the claim that institution the money was returned to me in a week. The modus operandi used to get money was the same for both banks. Yet somehow the claim process was more dignified at XXXX. I will attach the XXXX claim for reference. 
She was not making sense, so I asked to speak to a supervisor. I was then put on hold for an hour and 20 mins until the phone disconnected. I seriously doubt she tried getting anyone else to help me so here we are. In anticipation of this I filed a case in small claims court and received a date for XX/XX/XXXX. This is not free money I won from some scratch off game or quick pick lottery. Im a nurse who literally risked my life working crazy hours through the peak of a pandemic when the chase claims department was telecommuting safely from home. I cant afford to say ok and just relinquish XXXX to a XXXX behemoth. I want my money back, its insured.

Company response to consumer: Closed with explanation