Consumer complaint received 2024-05-13
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO. (TX)

Here is some of the details of what we are dealing with. on the morning of Friday XX/XX/year>, we received a notification from Chase app that there was a transfer from our checking account to an account in XXXXXXXX XXXX  in the amount of {$49000.00}. I contacted Chase Customer Service line to report this unauthorized transfer. They assured me that they would investigate it, get in touch with us, and file a claim. At the same time my husband went to a CHASE branch to get help and they were no help whatsoever. We have since gone to a separate Chase office near our house and had them open another account to transfer what we had left on our checking account. During this time, a business account with my husband 's name appeared that we were unaware of. For what I can see, the account was open with his name and phone number, but the address is different, the social security number is not his, and the email and physical address is not his. 
Chase was able to recover the amount of {$23000.00} on XX/XX/year>. We have been told since then that this is the amount they were able to recover, that is all they can do and hopefully this will not happen in the future. About the remaining {$25000.00}, it is essentially a loss. We called their Claims department numerous times, but they keep telling us some one is investigating and will let us know. 
At this point, Chase is telling us that, they are denying our claim because they determined that the item ( s ) being disputed were authorized or you received benefit from the item ( s ). We will not reimburse your account, but they are not giving details on how we benefited from our saving being stolen. 

We have spent so much time calling, sending emails, closing accounts, changing passwords, transferring payment to other accounts, freezing our credit, opening police reports calling Chase trying to do our best to make sure this issue gets resolved but Chase has been horrible no one seems to know anything or even care to help us.

It is highly concerning that someone can open an account in someone else 's name and have access to our hard-earned money, and these financial companies simply brush it under the rug, leaving us to cope with the consequences. Below is a list of questions that I need Chase to respond to with detail and proof that we conducted those transactions. furnish us with it. Also, I am attaching a paper indicating what Chase has sent us and the business account found link to our account that we had no knowledge of.

Im sending the following documents : o Police report ( case # XXXX ) o Copies of the fraudulent business account ( account ending with # XXXX ) o Denial Chase bank claims letters mailed to us. ( Saving account ending with # XXXX ) o Acknowledgement from CHASE of fraudulent business account ( account ending with # XXXX ) This is the list of questions I need Chase to answer : o According to a letter from Chase Bank, we gained from having our money stolen. Could you help explain how? 

o What is the verification process for new accounts? Do they ask for identification? 
o Chase Bank did not impose a hold on the wire transfer, even though we rarely make significant transfers. 
o Can you provide a written explanation for why they were unable to stop the wire when we contacted at the same time this was happening?

o I want to know why my money was not secured.

o Can I trust Chase Bank that this won't happen again?

o Why aren't Chase Bank staff properly prepared to handle circumstances like these?

o Why didn't I was notified when money was transferred from my savings account to our checking account? 
o What steps is Chase Bank doing to reassure its clients that our money will be safe?

o Why does Chase Bank not hold a sizable wire transfer to verify that it is a legitimate transaction?

o Is Chase Bank looking into the accounts that are fraudulent?

o How was the investigation conducted? 
My # is XXXX XXXX XXXX