Consumer complaint received 2022-09-14
Company: JPMORGAN CHASE & CO.
State: MI
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I was contacted via SMS Text on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, by a " representative '' of JP Morgan Chase Bank ; JP Morgan Chase & Company , Chase Bank , Chase with whom I hold a personal checking account. The text message stated : Chase BANK : Did you Attempt A XXXX Transaction For The Amount {$2000.00} Reply YES or NO/HELP or STOP To Decline Fraud Alerts. I replied " No ''. I then received a local phone call from a " Chase representative '' to help me avoid fraud from happening on my account. I needed to set up a holding account in my name, for me to get back the money that was scheduled to be removed from my account at XXXX XXXX XXXX  that same day. I was on my way to work and was handling this banking situation prior to starting work, as my financial situation is extremely important to handle. After starting work, I began to question this situation with my banking account. I then called my local Chase branch to discuss the situation shortly after it happened. I explained how I only XXXXXXXX one person, the same person, over the past 3 years for my rent, and the Chase teller/representative was able to confirm this. Furthermore, I was told there were XXXX XXXX transactions already on my accounts totaling {$1000.00}, & he had stopped the XXXX transaction from withdrawing from my account, but the other three fraudulent transactions were pending. Subsequently, I was directed to file a claim with Chase Claims Department for resolution because there was nothing anyone could do for me at a branch location. I filed my claim on XX/XX/XXXX, Claim # XXXX. The fraudulent XXXX Payments XXXX XXXX XXXX {$400.00} XXXX ; {$350.00} XXXX ; {$330.00} XXXX, on XX/XX/XXXX. I called Chase 's Claims Department today XXXX XXXX XXXXXX/XX/XXXX, after waiting 10 business days as instructed for processing and investigations, to now hear that my claim was denied. I was reassured by the Chase Claims Department when I filed my claim that these situations of fraud/scam " are more common than not '' and I was reassured that " the chances of me getting my money back were likely ''. During the 10-business day processing period, I called on Friday, XXXX XXXX, XXXX, to inquire about the status of my claim and I was told " there was no activity on my account '' and XXXX the Chase Claim Representative told me I " would get my funds before, on, or after XX/XX/XXXX '', and " someone '', from Chase, `` will let you know via text or email the updates ''. I believed my checking account funds were protected by Chase Bank for fraudulent activity and I don't understand why my claim was denied, especially due to their involvement with me during the process. The Chase Claim Representative told me today that " the notes on the account were inconclusive and didn't make sense '' and she " needed to check with a supervisor ''. The representative then further explained that they, Chase, weren't connected or had no affiliation with XXXX. Plus, upon their contact with XXXX and the number used for XXXX which isn't working ( of course because it was a scam/fraud ), I was told in a round-a-bout sort of way my situation is a XXXX problem. The funds in my personal checking account with a reputable major banking establishment, Chase, I was made to believe were protected from fraudulent activity. Chase was involved initially and helped to correct my situation but then my claim became denied without any resolution. Was something missed in the banking operations that could have corrected the situation that day when the fraudulent activity occurred?

Company response to consumer: Closed with monetary relief