Consumer complaint received 2022-09-27
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
XX/XX/XXXX XXXX text alert that there was a possible fraud transaction. I logged into my accounts I saw a total of {$37000.00} had been transferred from my savings account on XX/XX/XXXX and XX/XX/XXXX. I immediately called the XXXX number on the back on my Chase debit card. The representative told me my debit card would be cancelled but the saving account issue would require me to contact a different department the next day between XXXX XXXX. She told me she was giving me their direct number ( XXXX ) XXXX and to select option # XXXX. 

XX/XX/XXXX called the given number and spent XXXX hours, speaking to XXXX different individuals. The third person shared that my money was transferred to a newly opened business account " XXXX XXXX XXXX, XXXX '' in XXXX TX. She inquired if I had any affiliation with this business, I responded " No ''. After more questions she told me the fraud department would be investigating the situation and would be in touch. She asked if I would like to be kept informed of the progress. I responded, " of course ''. I didn't hear anything for five days. 

XX/XX/XXXX I went to my branch to speak to them and check on the status of my situation. The teller, XXXX, spent over 2 hours investigating It was determined very little had been noted in the computer regarding the theft. They felt that I was a victim of identity theft and recommended that I file a police report. The rep on the phone said my accounts would be froze and I would need to open new accounts. 

Next, XXXX relayed the individual who is impersonating me had withdrawn money from the fraudulent business account and as is Chases policy, a 10 day wait period would mean the check would be sent out in exactly XXXX business days, on XX/XX/XXXX. Since the business account is in my name it would be sent to the address on the fraudulent business account : XXXX XXXX XXXX XXXX, XXXX, TX XXXX. In order for me to get my money back I would have to put a stop payment on this check. XXXX provided the number ( XXXX ) XXXX and to select option # 1. The claim number for this situation is XXXX. I was told the amount of the cashiers check was for {$37000.00}, the total amount transferred ( stolen ). 

XX/XX/XXXX Opened new bank accounts. XXXX XXXX XXXX shared information that the individual who had done this actually went into the branch in XXXX. He authenticated me and asked me for my signature. He then showed me the withdrawl slips the person completed. It was clear our signatures are different and we are not the same person. The bank has cameras everywhere, the fraudster was there on XX/XX/XXXX withdrawing {$17000.00} and XX/XX/XXXX withdrawing {$9000.00}. 

XX/XX/XXXX Called Chase to inquire about the progress of my situation. They would not give me any information over the phone and said I needed to go to a branch to be authenticated. I went back to the XXXX branch and met with the branch XXXX, XXXX XXXX. He authenticated me. XXXX made the call for me, and was told the claim had been closed as of XX/XX/XXXX. He questioned this and finally the rep decided to open a new claim for identity theft # XXXX. 

I was told the fraudulent XXXX XXXX XXXX, XXXX business account was flagged and the imposter had been contacted via phone and email to come to the branch to be authenticated but had not shown up. XXXX told me I would be receiving a packet to complete regarding this claim and to fill out and include the police report, when I was done to bring back to them and they would fax for me. 

XX/XX/XXXX My husband and I went to the branch and met with XXXX again. I had received and completed the packet Identity Theft Declaration of Claimant and he faxed with the police report for me. While we were in his office, I made the call for the stop payment on the cashiers check from claim # XXXX. We ( my XXXX, XXXX and I ) spoke with the Chase rep via speaker phone, he said the check was being mailed to address on the account XXXX XXXX XXXX XXXX, XXXX. This is the fraud address. 

XXXX and the rep corrected in the computer. The rep told us ALL ( {$37000.00} ) my money would be electronically returned to my account in 7 business days, by XX/XX/XXXX. He then back pedaled and said give it until XX/XX/XXXX, I agreed. 

On XX/XX/XXXX I called Chase to inquire about the transfer that should have been happened on XX/XX/XXXX. I spent XXXX hours on the phone. The call ended abruptly when the Chase rep stated my claim had been denied on XX/XX/XXXX. He wouldnt give me any additional information at that point or why. This contradicts everything I had been told. XXXX, the banker also called a few hours later to follow up, I told him what had happened, XXXX stated he would draft a customer complaint on my behalf and that I would receive a call early next week from Chases customer relations.

Company response to consumer: Closed with monetary relief