Consumer complaint received 2023-03-24
Company: JPMORGAN CHASE & CO.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Account opened as a result of fraud

Complaint:
XXXX XXXX XXXX XXXX XXXX. # XXXX XXXX, IL XXXX XXXX XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX  XXXX, Iowa XXXX Re : Complaint against JPMorgan Chase Bank , N.A . regarding Identity Theft and Discrimination Dear Sir/Madam, I am writing to file a formal complaint against JPMorgan Chase Bank , N.A . for their mishandling of an identity theft case, apparent discrimination, and failure to provide proper guidance or assistance. This ongoing issue has severely impacted my financial well-being and caused undue stress and hardship. 

Back in XX/XX/2021, I discovered that four accounts were involved in an identity theft case : two legitimate accounts ending in XXXX & XXXX that I had opened, and two fraudulent accounts ending in XXXX & XXXX. One of these fraudulent accounts belonged to another Chase customer who was also a victim of identity theft. 

When I contacted Chase 's Claims Department in XX/XX/2021, I was advised to complete claim forms. I visited a local Chase branch and was assisted by an employee named XXXX XXXX who filled out the forms on my behalf and faxed them to the Claims Department. After multiple attempts to fax the documents, I had the Branch Manager personally handle the situation. Despite following up with the Claims Department for seven months and speaking to numerous agents and supervisors, I was later informed that the claims were approved for the other victim but not for me. 

After more than 100 calls, I was finally told by a manager in claims that I should have completed a Fraud ID claim instead of the teller withdrawal claims I was initially advised to complete. It was acknowledged that this mistake was made by lower-tiered agents who could not understand the full scope of the issue. As a result of their misguidance, my accounts were left with a negative balance of over {$28000.00}.

I then submitted the Fraud ID claim as instructed, and a supervisor informed me that once the claim was approved, it would resolve the other claims for teller withdrawals. However, no resolution has been provided despite my persistent follow-ups. I even had the Branch Manager XXXX XXXX escalate a complaint on my behalf, but I never received a call or follow-up from Chase. 

This ordeal has cost me not only my own personal funds but also the money from my payroll checks deposited into the affected accounts. I am deeply disappointed in the lack of accountability, empathy, and professionalism displayed by Chase in addressing this matter. I believe I have been subjected to discrimination, as the other victim in this identity theft case received prompt attention and resolution, while I continue to suffer the consequences of the bank 's negligence. 

I kindly request that the Consumer Financial Protection Bureau investigate this matter and take appropriate action against JPMorgan Chase Bank , N.A . I seek a full and fair resolution, including the reversal of all fraudulent transactions, reimbursement of any lost funds, and the removal of any negative credit reporting due to these fraudulent activities. 

Thank you for your attention to this matter. I am confident that with your assistance, justice will prevail. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation