Consumer complaint received 2016-03-01
Company: JPMORGAN CHASE & CO.
State: LA
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
XX/XX/2015 I had received a settlement, and I deposited it into my XXXX accounts at Chase Bank. It was a pretty large settlement, so I knew I had enough money in my accounts to cover bills and day to day living expenses. I am not very tech savvy so I do not do a whole lot of internet transactions. Middle of 2015 I got sick and was in the hospital, and after my recovery, I took my XXXX kids on a small vacation. After getting back from my vacation, I started to get mail from Chase informing me of my accounts being over drawn. None of this made sense as I knew I had a good bit of money in both of my accounts. I went to the closest Chase bank to me and spoke with a personal banker, who printed out detailed statements for both accounts for me. The banker informed me to go home and look over all the charges and call the XXXX number for the charges that I did not recognize. They also advised me that filing a police report would be helpful. I left the bank with over XXXX pages of transactions. It was so overwhelming that I was in shock, and denial of what had happened to me. The next morning I filed a report with the local police department. They told me that they would look into this, and be in touch. Until this day I have heard nothing back from them, and the report was filed on XXXX XXXX 2015. XXXX % of the pages and pages of charges did not belong to me, and had all been done via the internet. I called the fraud department at Chase Bank to file a dispute for all the fraudulent charges. The lady I spoke to said she would closed out my debit card and issue me a new one for XXXX accounts. I began listing the unauthorized charges to her, and after about 25 minutes of being on the phone with her, she said I didnt have to tell her anymore, and that since it was to the same few online merchants, she would take care of it. She informed me about getting credit back to my account with 72 hours while they investigate the disputes. WRONG! I received a letter from Chase a couple of weeks later informing me that they were taking the credits back as the representative filed it the wrong way, and that the time to dispute the items now had passed. The representative was supposed to file it as an identity theft dispute, due to the way the activity was on my accounts. I was in total shock. I went from having thousands of dollars in my accounts, to now owing the bank thousands in over draft fees. I made an appointment with the Chase bank branch manager and went in hoping to resolve this error that was done on their part. Unfortunately, all she could do was call the fraud department and hand me the phone, just for them to tell me that it was too late to do anything. Since then Chase closed both of my accounts, as they were over drawn. I am receiving collection notices from them daily. I had been a victim of identity theft. After doing a little digging myself, I found out that someone had hacked my accounts, and changed my email address, so I was not getting any notifications of any activity on any of my accounts. The major charges were to apple itunes, XXXX, xbox and amazon. Since my email had been changed, I was not receiving any receipts that are automatically sent to you when you make a purchase with any of these merchants. I even had proof that my regular credit cards had the same charges, with the same amounts, on or around the same dates, which I brought with me to Chase to show them, and they told me the same thing. They could not do anything about it.

Company response to consumer: Closed with monetary relief