Consumer complaint received 2024-06-04
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO. (GA)

On XX/XX/year>, our XXXX Chase Bank XXXX accounts were wiped out. Whoever it was had set up XXXX business accounts with my wife 's name, XXXX in XXXX of XXXX, and the other on XX/XX/XXXX. We never received any notifications of the creation of these accounts. Then, on the XXXX, they linked our XXXX XXXX  accounts with their fraudulent business ones. They funneled everything out of XXXX of our XXXX accounts into our third one, and within minutes initiated XXXX wire transfers totaling appx. $ XXXX from our account to XXXX banks in CA. While on the phone with Chase trying to get them to stop the fraudulent wire transfers as they were happening on XX/XX/XXXX, ( we were watching our account online being actively drained ), they refused to stop them. Upon asking why the transfers were allowed to continue and not frozen, they simply said we need to file a claim. When asked what the company policy was regarding real-time crime, they said it's to file a claim. I dont know what personal info was obtained by the thief, but Chase confirmed identity theft. No logins, passwords, etc. were ever lost or shared, and no cards or information went missing on our end. Someone had bypassed our security methods, and Chase 's. Chase has since decided not to reimburse us for anything and claims that it wasn't fraud. Chase said that a text code was sent to a phone number, and that's why they claim it wasn't fraud, but they won't share any relevant information ( including a copy of our claim ) because they say it's closed. When I called on XXXX and asked what phone number the supposed text code was sent to, they said they didn't have access to that information. Investigations by the bank only looked into that passcode and asking the other bank for a refund. No other confirmation of further investigation was given to us, and even that was by word of mouth only, no written or digital evidence was given to us. Everything was decided based on those two supposed evidences. When we asked for more information on the fraudulent business accounts that were open with our information, they said they can't provide that because they're not our accounts ( however the reason they denied our claim was supposedly because it was all authorized ). When we asked to close the business accounts, they said we can't do that because they're not our accounts. We requested information on who opened the fraudulent accounts, and we were told they couldn't do that, for the same reason. We requested information and copies of any/all documentation showing that Chase did what they said in immediately requesting the funds from the other bank, in their investigations, etc. and we were told that it was all internal communication, and they didn't have any copies of anything to give us. When asked if they'd provide copies of the emails and internal communication, they refused, saying they can't do that either. We even requested a copy of our claim that was filed, and they said they couldn't do that, because the case is closed. We've filed police reports and conveyed the crime to relevant fraud/government agencies.