Consumer complaint received 2020-08-10
Company: JPMORGAN CHASE & CO.
State: MI
Product: Checking or savings account
Sub-product: Savings account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
Fruad Issues Through the entire process from begining to end I was not properlly explained to me what was and was not being done. I went through the majority of the process to find out that I was not going to get the funds that were fruandulently taken out of my savings account and that JPMorgan Chase & Co. customer support thought I had known about this. The reason I was not recieving my funds was because of the 60 day liability. They recommended that I contact XXXX which was not easy. XXXX and JPMorgan Chase & Co. pointed the finger at each other stating that each company could not do anyhting for me and that I would have to contact the other company to get this taken care of. 

When I started reporting the fruad to JPMorgan Chase & Co. it was not clear to me what occured with my savings account information. It was difficult working with support since it wasnt clear to them either what was occuring. It took several calls to determine what had actually happened and that I should change my username and password. Since I was provided limited information I could not determine what had really happened. After several calls I was able to determine that either my account was improperly accessed by someonelse or that my information was stolen in one of the many breachs JPMorgan Chase & Co. had suffered. The customer of JPMorgan Chase & Co. are actually suffering. 

So far my username and password have been changed incase someone was using my login. I have never made ACH Debit tranactions from my savings account becuase its a savings account. I had no way of securing savings account at the time unless I was in person at a branch which were all closed because of COVID-19. Also there is no way to stop and ACH Debit from coming out of a savings account unless you close the account. At this point I had to keep the account open and create a fraud claim with JPMorgan Chase & Co.. 

At the begining of my fruad claim with JPMorgan Chase & Co. was not an easy expiernce. I made a claim but was unable to fill out the correct phsyical documents to retrieve the funds since they could only be physically mailed or faxed. I was told the documents would be mailed to me. I had to call two times to inquire about documents. I never recieved the documents. After waiting several weeks for the documents a branch in my area finally opened. I was able to finally submit the docuemnts with the help of a manager in person. The manager acted like I would get this taken care of without an issue. 

I waited several weeks to get a response for the claim I had submited with JPMorgan Chase & Co.. I never heard from anyone at JPMorgan Chase & Co.. I called to find out that I was not getting my funds becuase of 60 day liability and that they were only able to give me the funds from XX/XX/XXXX and not the recent transactions in XXXX which did not make any sense. They said that they could not retrieve the funds. I was persitent in calling attempting to get more information. I was told to contact XXXX with and that was it. I did not have any luck with XXXX. I made several calls JPMorgan Chase & Co. to try to get assiantance. Most of the calls were surprisingly negative. 

One call to the JPMorgan Chase & Co. claims department that I remember significantly was when the resprasentive told me to threaten XXXX with a XXXX XXXX XXXX complaint so they would help me. Another call with the claims depatmnet I was explaining that I had banked with JPMorgan Chase & Co. since my mother had opened the account and I recieved snicker from the  person I was talking to. I then had to explain that my mother opened this account when I was a kid and that I have been with them for more than 20 years. Another call was with a manager where I was asking about my funds being retrieved and that they stated that they could not be retrieved. I asked if they even attempted and they responded that they did not even attempt to get my funds. Before this point everyone was telling they could not be retrieved. I was lied to by JPMorgan Chase & Co. by them stating that they were unable to retrieve my funds when in fact after several calls that there was no attempt to retrieve my funds. 

I made another call to JPMorgan Chase & Co. to inquire about my claim and to gather information about the XXXX transactions so I can make attempt to report the fruad to XXXX. I found out that JPMorgan Chase & Co. was attempting to retrieve my funds by doing a bank to bank reversal with XXXX XXXX  XXXX ( XXXX banks ). I was told at this point to not get the transaction ID 's related to the fraudulent charges for XXXX. I made another call to follow to find out that they were unable to get a hold of anyone at XXXX XXXX  XXXX so they had to fax a document to them. after another two weeks I called to follow up and found that only the money from XXXX was able to be retrieved and that they did not attempt to get the funds from the XXXX transactions. 

During this call it was frustrating to hear that they wasted valuable time. At this point I got angry and the women kept appoligizing which added insult to injury since she was not helping at all. I asked for the transaction ID 's and she said I would have to work with customer support which I knew wasnt true. I ended up talking to the guy and telling him what was happening and he was able to transfer me back to claims. I recieved the transaction informationa and after several attemps was able to chat with XXXX about the information and that it was the wrong transaction ID 's. I had to call JPMorgan Chase & Co. again to try and get the correct transaction ID 's. After finally getting the information was able to try to resolve the issue with XXXX. 

Since XXXX I had several chat sessions with XXXX. I was finally able to get through to somone that was not just going to ignore my inquiry. I recieved a call from XXXX yesterday on sunday XX/XX/XXXX about the transactions. After working with XXXX to get this resolved I found that they would not give me the funds becuase it was past the 60 day liability. Since I was told not to contact XXXX I missed my window of disputing the transactions and that JPMorgan Chase & Co. would need to contact XXXX to dispute them since it was past the 60 day liability. 

I called JPMorgan Chase & Co. today XX/XX/XXXX to see if that it was true that they could contact XXXX to dispute the charges and they said that it was not true. I aslo asked if they could assist since they told me not to contact XXXX and caused me to lose out on an getting my funds back. I was told that I have to persue XXXX or through other means. 

Rough Timeline Transaction : XX/XX/XXXX around {$25.00} dollar ACH Debit transaction was done using XXXX as a guest checkout with my saving account information. 
XX/XX/XXXX around {$1000.00} in total ACH Debit transactions was done using XXXX as a guest checkout with my saving account information. 

Rough Phone Call Timeline : XX/XX/XXXX - First call to JPMorgan Chase & Co . 
XX/XX/XXXX - JPMorgan Chase & Co . 
XX/XX/XXXX - JPMorgan Chase & Co . 
XX/XX/XXXX - JPMorgan Chase & Co . 
XX/XX/XXXX - XXXX XX/XX/XXXX XXXX JPMorgan Chase & Co . 

In Person at a Branch Timeline : XX/XX/XXXX XXXX XXXX - Branch Manager, Vice president Address : XXXX XXXX XXXXXXXX, XXXX XXXX, MI XXXX Phone Number : XXXX XXXX XXXX Email : XXXX XXXX Chat Timeline : Multiple chats from XXXX to XXXX most of the replies say that there are no recent charges on your account or that in general they can not assist me. 

JPMorgan Chase & Co. : Claims number : XXXX XXXX XXXX XXXX Claims ID:XXXX XX/XX/XXXX XXXX TRANSFER XXXX WEB ID : XXXX ACH debit {$95.00} XXXX XXXX XXXX Transaction ID # 1 - Wrong Transaction ID XXXX XXXX XXXX Transaction ID # 2 XX/XX/XXXX XXXX TRANSFER XXXX WEB ID : XXXX ACH debit {$980.00} XXXX XXXX XXXX Transaction ID # 1 -  Wrong Transaction ID XXXX XXXX XXXX Transaction ID # 2

Company response to consumer: Closed with monetary relief