Consumer complaint received 2024-09-24 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: JPMORGAN CHASE & CO.
State: AZ

Complaint narrative:
Regarding my checking account with JP Morgan Chase Bank , N.A . : On XX/XX/XXXX/2024, responding to an on-line ''fraud alert '', I immediately called Chase 's fraud line. I saw online a debit for {$20000.00}, to XXXX XXXX XXXX XXXX XXXX : XXXX XXXX : XXXX XXXX XXXX XXXX MT XXXX XXXX '' XXXX I verified that I had not authorized the transaction, and was told the system had blocked the transaction ( which was subsequently verified ). I confirmed that I had not done business with the recipient, and requested that any subsequent wire transfers to any party be blocked without my specific authorization. I closed that checking account ( ending in XXXX ) and my associated debit card and opened a new account ( ending in XXXX ) ; I changed user name, password and pin related to my online access. 
On XX/XX/XXXX/2024, responding to an on-line ''fraud alert '', I saw online a wire transfer from my new account ( XXXX ) for {$9900.00}, to the same firm, XXXX XXXX XXXX XXXX XXXX  : XXXX XXXX XXXX XXXX XXXX XXXX XXXX MT XXXX XXXX XXXX : XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX. I immediately verified with Chase 's fraud line that I had not authorized the transaction, was told that the XXXX XXXX XXXX '' had been notified, that the transaction had been ''recalled '', and that I would see the funds back in my account in two to three business days. I was also advised to change my email password, Chase XXXXnline access ID and to run an anti-virus program on my computer ( in addition to the existing one ), which I did ; I also deleted my Chase phone app. I closed the new account ( XXXX ) and opened a new one ( XXXX ). I again requested that no wire transfers be made without specific authorization by me. 
On XX/XX/XXXX/24, noting that the funds had not been restored, I again spoke with Chase fraud ; I was told that the transfer had been blocked, and needed to wait on 'the process '' 10 business days to have the funds restored. 
On XXXX/XXXX/2024, I again called Chase fraud ; they transferred me to ''customer claims '', I was given claim number XXXX, and was told that the receiving bank needed a signed hold harmless letter to release the funds back to Chase , and that they would forward me the hold harmless letter. 
On XX/XX/XXXX/2024, having not received the hold harmless letter I called Chase fraud and was told that they were ''investigating '', and that it would take 10 calendar days. I asked to speak with a XXXX, and was hung up upon. 
On XX/XX/XXXX2024, I again called Chase fraud ; I asked for a XXXX, who knew nothing of the hold harmless letter, but said the claim would be ''escalated ''. 
On XX/XX/XXXX2024, I received the following : ''Update : We have updated information about your claim Date of Inquiry : XX/XX/XXXX2024 Claim related to account ending in : XXXX Dear XXXX XXXX XXXX XXXX We completed our research on the item ( s ) in the summary attached. If there are other items you are disputing that are missing from the attached summary, we will send a separate communication detailing the research results on those items. We are denying your claim because we determined that the item ( s ) being disputed were authorized or you received benefit from the item ( s ). We will not reimburse your account. We recommend setting up alerts on chase.com to protect against fraud ... .... '' Chase fraud is either unwilling or unable to inform me if the denial is due to the transfer being authorized, or to my receiving benefit from the item ( s ), or provide any evidence of same. 
I have filed a police report. 
Chase 's second transfer of funds to a party that Chase had been informed and recognized as fraudulent, after being asked to block any wire transfers, is blatant misallocation of my funds.

Company response to consumer: Closed with explanation