Consumer complaint received 2022-03-10
Company: JPMORGAN CHASE & CO.
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
XXXX I had my XXXX, XXXX and wallet stolen. XXXX unable to sign in to my online banking and it was after hours. XXXX Went to the Chase branch to inform them of a notice I received informing me of a transaction to XXXX. I told the branch what was taken and said I could not see my online banking and asked they print what had transpired of balance and charges taking place. When I asked XXXX about a deposit for {$2500.00} I was told it was a XXXX transfer from XXXX account ending in XXXX. Informed Chase that I use to have an account with XXXX ending in XXXX but I had closed the account. ChasXXXX said to call XXXX. I placed call to suntrust on the XXXX to inform them there was money in my account that did not belong to me thru XXXX. Representative on phone stated there were no such transactions showing at which I said oh boy free money but then said I was doing the honest thing of reporting it since it was not mine. XXXX this XXXX person was able to take out {$1100.00} from my checking account leaving me with a zero balance. XXXX is the date that deposit came thru XXXX XXXX to my Chase account. On this same date there was a withdrawal for {$1000.00} a withdrawal for {$980.00} a withdrawal at an ATM for {$300.00}. On the XXXX while at the Chase branch they print off they ran for me after the deposit and all debits I had {$280.00} left in the checking. I took out {$250.00} so balance was low in case any other charges were attempted. Came home from Bank on the XXXX and filed fraud over these transactions. Sometime later I get word that debits would be credited till investigation completed but should the decision not be in my favor I would have to repay that money. I get notice that the ATM charge was in my favor and the other claims denied. Meaning I would have to pay all other money back. That left my checking with a negative balance of approximately {$3000.00} on the XXXX I went to question XXXX about the account ending XXXX being closed and how did a XXXX transaction happen on a closed account, asked if funds are verified prior to XXXX sending money to others and asked if you can have two XXXX accounts at the same time with different banks. Response was they could not see much because the account had been closed. XXXX tells me the XXXX account was not closed till XX/XX/2022 and I said funny because I have a letter here saying closed on XX/XX/2022 Branch attempted to call fraud team while I was there but after 25 minutes I needed to head to Chase. XXXX says there is nothing at the branch level that they can do since they could not see the account because of file not pulling up being closed was then told to call fraud team and report to open claim. XXXX told me you can not have two XXXX at the same time and also told XXXX verifies the money prior to sending. I head to Chase - I questioned the reasoning they denied the other fraud claims but approved the ATM- I was told that it was that all transactions were from the same IP address of my phone. I stated that stands to reason since phone, XXXX  and wallet taken that it possibly was someone with my phone. before the decision was made the only questions they asked was Did I authorize the transactions or give my information to anyone. I stated I did not. Now what I am really upset about besides the shotty job looking into the claim is I had funds from my retirement set to be electronically deposited this week and the money was sent to checking as was my direct deposit from Social Security. Chase took the deposits to pay back the {$3000.00} they say I owe them leaving me now with NSF charges and a negative balance of {$300.00} in my checking - no money to live on for 5 weeks and no one made any comment- I was never notified that the bank would take my only income and retirement money that was needed to pay a late mortage payment that if not paid they will start foreclosure. I informed them I have a partner with terminal XXXX that has spread to the XXXX, I have a parner of almost 20 years facing death and now so worried he will be homeless. The additional stress is not needed but I was told that they would consider decision once I showed proof phone turned off! Really, you base your decision on an IP address for a phone that was reported stolen and you don't look at your own banking site that shows a report of how online banking is logged into and on XXXX the day of all the transactions the report shows 12 attempts some minutes apart and even in the early morning at XXXX XXXX. Chase has taken my income and makes me out to be the bad guy while XXXX branch cant find record of the account I had with them about 16 years, fraud team says branch and branch says fraud team.

Company response to consumer: Closed with monetary relief