Consumer complaint received 2023-10-27
Company: JPMORGAN CHASE & CO.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Dear CFPB, I first contacted the Office of the Comptroller of the Currency about this issue, as the Federal Reserve website indicated that they would be the appropriate agency. However, after receiving my complaint, the Comptroller of the Currency advised me to contact the CFPB. 
My complaint is as follows : On XX/XX/XXXX, I called Chase Bank to report unusual ACH activity ( small transfers that looked like someone trying to link the checking account ). The Chase rep told me that it was not a concern because people may have just be entering the wrong account number. 
Over the next few months, the unusual small ACH charges continued and there were more than two dozen. 
In mid XXXX, XXXX, some much larger transfers occurred ( such as {$1500.00} and {$5200.00} ), all the while numerous small charges continued to occur. 
All of these charges were from unusual names or companies that I had never heard of and had never done any business with ever. 
In late XXXX to early XXXX, XXXX, I met and spoke with my branch manager ( in XXXX, IL ), XXXX XXXX. He said that he filed a dispute or claim in regards to the fraudulent charges. 
Additional fraudulent charges accrued and I continued to meet with XXXX XXXX to report/dispute them. We also closed the account and opened a new checking account on or around XX/XX/XXXX. 
However, additional fraudulent charges occurred within a week of the new account being opened. I also noticed that a legitimate company ( my internet service provider ) was able to charge their monthly bill from the new checking account, despite me having never given them the new account information. Though this particular business/charge was legitimate, they should not have been able to automatically charge bill amounts from a brand new checking account they had never been made aware of - clearly, Chase was somehow permitting/propagating these charges from the old account to the new. 
As of XXXX, XXXX, the fraudulent charges appear to have stopped. I have reported 72 fraudulent charges ( {$10000.00} in total ) to Chase in my many visits to the local branch. However, chase has only reversed 13 ( {$1700.00} in total ) of these charges while inexplicably refusing to recognize the other XXXX. 
At this time, my small business has been out {$8600.00} for over 18 months as a result of the fraudulent charges which Chase 's banking system appears to freely allow. As a result of the lower account balance, Chase has been able to charge me hundreds of dollars in additional account fees. Chase makes their dispute/claim process obfuscate and pointless as they appear to routinely deny plainly valid claims. In this case, I even warned Chase about unusual activity and was told that it was not something to worry about. 
I have been in constant contact with XXXX XXXX over the past 18 months and I have also tried calling Chase Banks complaint and dispute departments. I have also tried speaking to reps at another local Chase branch but after speaking to me in person, they are now ignoring my emails. 
This matter was also reported to XXXX, IL police in XX/XX/XXXX but they appear unwilling to take action since they think the thieves are out of state. 
My complaint is that Chase is exhibiting willful negligence and their refusal to perform basic services, such as account security, has caused me to lose thousands of dollars. It is also clear that Chase actively gave my account information to third parties so that they could remove funds. I do not believe a bank should be allowed to case aside legitimate notices of fraud in such a way, and I ask your help in getting this matter resolved.

Company response to consumer: Closed with explanation