Consumer complaint received 2022-07-29
Company: JPMORGAN CHASE & CO.
State: CO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XX/XX/2022 someone went to the Chase bank on XXXX XXXX XXXX and withdrew XXXX out of my checking account. I was made aware of this on XX/XX/2022 whahen I logged on to my bank account. As soon as I saw the withdraw that I did not make or authorize I called the XXXX chase number I spoke with 2 different agents explained that I had fraud on my account someone had taken XXXX out of my account without my authorization. I spent over an hour with chase on the phone going through the proper channels to report the fraud on my account. I was told by the agent that a temporary credit of XXXX would be put back in my account in 12 hours and they would be launching a full investigation into what had happened. Then I asked the agent if they would inform the branch of the misconduct and let them know the tellers are not being diligent. The agent told me that they do not contact the branch. I was very surprised and upset by this and informed the agent that I would be contacting the branch to advise them of the huge error they made. I hung up with chase and contacted the branch on XXXX XXXX XXXX. I asked to speak with a branch manager and was told the lady I was speaking with was the branch manager, I explained in great detail what had happened with my account and the branch manager with many excuses said due to masks and drive throughs this is common. Will no resolution I hung up the call and went back to my day. This in total took about 4 hours to handle. The next day Tuesday XX/XX/XXXX I still had not received the XXXX back in my account and was now overdraft XXXX I called the XXXX chase number. I explained I had fraud on my account and the day before was advised it would be back in my account within 12 hours and it was now 24 hours with no money put back in. The agent then proceed to tell me this was not the bank fault this was identy theft and I needed a police report. Being shocked at this new information I was hearing I asked to speak with a manager and was then transferred to a manager who informed me I need to drive down to the bank where this deposit was taken out and file a complaint with the actual bank. I had spoken to 3 different people on Monday who said no such things to me. With this information, I drove one hour to the branch where the money had been stolen out of my account and at XXXX XXXX  pulled up to the bank on XXXX XXXX XXXX to find it closed. No notice to why it was closed during normal banking hours. I then tried to call the bank and no answer. The website said temporarily closed for this branch. I then drove over an hour back to the Chase bank on XXXX and XXXX  where I normally do my banking a worked with the bank manager we sat down for over 3 hours working with the claims depart and setting up a new case. I was informed according to the notes the teller that claimed to be the branch manager of the XXXX branch was in fact not a branch manager but misrepresented herself. With no resolution just being told in 3-5 days I would receive a letter about the investigation into my account about what had happened. It is now XX/XX/XXXX at XXXX XXXX  and I still have no money or no word about how this happened.

Company response to consumer: Closed with monetary relief