Consumer complaint received 2022-07-25
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO. (OH)

Complaint:
XX/XX/XXXX a loan scam gained access to checking account and disputed charges made on that debit card. Scammer made it appear that a personal loan had been processed and added to the account. At this point XX/XX/XXXX repayment of the loan was processed in order to improve customers credit rating. XX/XX/XXXX the situation was discovered and customer went to the bank who initiated a new account as the old account had been compromised XX/XX/XXXX his social security check which had been diverted to the new account was seized along with {$55.00} he had used to initiate the new account. Apparently the debt collection department had linked his old account with the new account making the new account responsible for the debt on the old one thus making both insolvent XX/XX/XXXX client along with XXXX XXXX XXXX went to the branch office sought a resolution of the seizure and was put in touch with XXXX at the executive office in order to review this. XX/XX/XXXX statements made that a repayment was approved and sent so so the vendor was contacted to look for this repayment. He was reassured that no more Bank seizures for voluntary repayment would be done against his account. It was already too late to divert his social security check anywhere but the current account. XX/XX/XXXX after reviewing the events of the holiday weekend it was discovered that not only did his payments not return to the vendor but his XXXX social security benefit had also been seized. Several additional calls to dispute resolution and executive office were made and we were given various stories about where the payment might be either with XXXX or with the bank for the third party vendor XXXX. executive office informed us that XXXX was on maternity leave and that XXXX would be able to help from here out no repayment of either of his Social Security checks was ever accomplished. XX/XX/XXXX after being told in numerous calls to dispute resolution that payment should be available to XXXX by XX/XX/2022 we were then told by XXXX at Chase dispute resolution a manager that by close of business XX/XX/XXXX funds should be available to the vendor XX/XX/XXXX after contacting Chase once again spoke to a manager in dispute resolution who indicated that confirming through back channels the payment had been resolved on XX/XX/XXXX. All parties to the dispute the landlord the XXXX and the customer we're on the line during this conversation none of which worked with the bank they sent the payment to they sent the payment to some account at XXXX Bank neither the vendor the landlord or the customer were using XXXX Bank. Chase Bank refused to acknowledge their problem with this transaction and work to resolve it we were elevated but then cut off at which time we contacted the executive office our last resort. After 35 minutes on the phone with them we asked to be sent to a manager who could resolve this as this was just an intake worker trying to input the information and have it sent to a manager to investigate. This is now 61 days into this dispute, and no one has been repaid

Company response to consumer: Closed with explanation