Consumer complaint received 2024-05-21
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO. (CA)

Iam writing a formal complaint to express my extreme dissatisfaction with the handling of fraudulent activity on my bank account, which I have been disputing and getting the run around from the bank, going back and forth with them since XXXX of XXXX. This experience has left me feeling utterly disregarded and unprotected as a customer/consumer of JP Morgan Chase Bank . In XXXX of XXXX I discovered several fraudulent charges on my Bank account which totaled over {$7000.00}. I can unequivocally state that none of the discovered charges were made or authorized by me. Immediately upon discovering these charges, I contacted JP Morgan Chase Fraud department to report the fraudulent activity. I was relieved when I was told not to worry, that this matter would be handled promptly with investigation and reversal of the unauthorized charges. I received a call back a week later requesting I review the fraudulent charges, as there may be some I had missed. I combed through my transaction history diligently and I had indeed missed a couple transactions. I was so focused on the main vendor where the majority of the fraud had been done that I had missed a couple other transactions. I called and advised JP Morgan Chase Bank of this and was told they would get back to me pending further investigation. About 10 days later I called the bank to follow up and was told they could not proceed with the claim due to the issue that all fraudulent charges had not been initially reported, therefore they were considering all charges to be " legitimate. '' I was in utter disbelief and requested Chase Bank reopen the investigation and properly do their due diligence of actually investigating this matter appropriately since these were not my charges. I was told by Jp Morgan Chase Bank they were reopening the claim and they would get back to me within 10 business days. I called the bank back again 10 business days later, as I had not heard from them and was told by a representative of the bank that they had never reopened the claim, however that she would be initiating that for me and was told again, they would get back to me in 10 business days pending further investigation. This happened not once, but twice. When I called the bank back again I was told they never reopened the claim but the representative I spoke to advised they would be reopening it. All the while I have been defrauded for over {$7000.00}. After dealing with the run around over the phone for a span of months, with no resolution or proper investigation being done, I went into the Bank personally and spoke to a banker, hoping that relief would be provided to me as an insured consumer, however the banker called the fraud department, which was basically what I had already been doing for months back and forth. The fraud dept advised the banker of the same information provided to me and again no relief or just compensation was provided for my loss. Not only was my claim dismissed without proper investigation, but I was also issued a new card without any further resolution. This negligence on the part of JP Morgan Chase Bank has not only compromised my financial security in a very drastic manner, it has also eroded my trust in your institution to safeguard my interests as a customer/Consumer. I demand an immediate and thorough review of my case, along with a reversal of all charges in question as well as all overdraft fees caused by the negligence of JP Morgan Chase Bank as well as the lack of due diligence, financial protection, and proper investigation. I am still being affected by the lack of financial protection, protection from fraud which was promised by your institution. Furthermore, I expect a comprehensive explanation as to why my legitimate concerns were dismissed so casually and without proper investigation. As a loyal customer of JP Morgan Chase, I expect nothing less than a swift and satisfactory resolution to this matter. Failure to address this issue promptly will leave me no choice but to escalate my complaint to higher authorities and explore alternative banking options. I look forward to your urgent response and resolution of this matter.