Consumer complaint received 2024-02-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO.
State: NJ

Complaint narrative:
In XXXX of XXXX, I had a trip to XXXX planned from the XXXX to the XXXX. I lost my card around the XXXX area and I am assuming someone got a hold of it, as it has my pin on it as well as my name. Because on XX/XX/XXXX someone deposited a fraudulent nearly {$28000.00} check in my name, that CLEARLY doesn't have my signature on it but a fake one. They waited 10 days to start withdrawing money from the account, and by then I was in XXXX and not logging on to my online banking as my phone plan would charge me for using my phone outside of the country. I had credit cards with me that I was using for the entirety of the trip, therefore I didn't have a reason to log on to my bank. I have alerts set up on all my accounts for deposits, withdrawals, and purchases made, as well as emails texts, and phone calls. When I was in XXXX Chase Bank allowed for withdrawals from my EMPTY direct deposit checking that I set up for my job before I left so that I could manage my money better, to be made. Chase did not send me any alerts, the nearly {$28000.00} deposit didn't even show up on my statement. I was in XXXX when someone had access to my online banking. I called to chase after landing from XXXX to close the account I had opened up because my boss/job never set up the direct deposit, therefore I did not want to be charged for having an account open with no funds. The man who helped me CLOSE THE ACCOUNT could see the funds on his end and did not share the information pertaining to the nearly {$28000.00} that was deposited and withdrawn from the account. It is their job to make sure banking with them is secure and private. I did not know of this happening until XX/XX/XXXX of XXXX, when I tried to use the checking account that I have had since I was XXXX years old and I am now XXXX. I called on XX/XX/XXXX of XXXX which was a Friday morning, and the banking agent told me that I had 10 days to find a new bank, and " Good luck ''. This was very disrespectful. They put a high-risk alert next to my name without even consulting me or asking me any questions. I can't open an account with any bank, as I am declined almost immediately. I went into the Chase branch that is near me searching for help on this entire situation as Chase allowed this to go on for nearly 3 months without notifying me as the client, and I received little to no help from them. The banker XXXX XXXX tried blaming me for not keeping my information secure. However, if I didn't know any better I believe the BANK is supposed to make sure everything is secure and safe, such as sending me the client, alerts, texts, or an email. I received nothing. XXXX then continued to say that I was not the victim but that Chase Bank was and that I owed nearly {$28000.00} that I never had in the first place. When I spoke to the banker agent on the phone on Friday the XXXX of XXXX she told me that in order to take out the rest of the money from my account before it was closed I had to go into Chase Bank with documentation of ID, and go to the actual bank teller. When I told XXXX this she said that was not going to happen because I owed the bank their money back. I was conflicted and very upset with this news because now I am being told 2 different things. The funds I had in my account were for the rest of the week as I am a full-time XXXX at college and a XXXX XXXX XXXX who is a floater and works at 2 different branches of the company. I have been calling to get any updates on anything that they have resolved and the chase bankers for the fraud department as well as the regular departments have been no help at all. Just yesterday the XXXX of XXXX I logged onto my online baking to see that Chase had taken away my checking account and that there was nearly {$12000.00} in my emptied savings account. I called the fraud department to ask them what was going on, why the money was there, and what was happening and the banker on the phone couldn't even tell me what was going on. He had no answers to my questions, and instead was mumbling and truly did not seem to know what he was doing or talking about. This banker refused to transfer me over to a manager and thus made me even more upset. Not only do I have these people pointing fingers at me, calling me a fraud, not helping, and disregarding my very real concerns as to why this was allowed to happen, but they also will not even acknowledge the fact that I am potentially and most likely going through Identity Fraud/theft. This bank had all the necessary tools not only on their part but on mine as well, to avoid this situation, and they failed. Now they are asking me for {$28000.00} that THEY let slip into my account. I can't even begin to comprehend the lack of concern for their client as well as security. I will never bank with Chase Bank as this seems like this was almost an inside job or something. They are leaving me in the dark about what is happening and avoiding my questions. Most importantly Chase Bank wasn't even the Bank that caught this fraud activity. It just so happened to be XXXX  XXXX XXXX that was asking for proof of this income ( which I couldn't give as this was not my money, and I was outside of the country ), who then sent a letter to Chase stating the incident. I have received more help from calling the fraud department of XXXX  XXXX XXXX whom I do not bank with than I have Chase. This has been a terrible experience and I feel like it has ruined me as they did not even consider sending me anything, or when they had the MULTIPLE chances to let me know what was going on, they didn't. I had to find this out all on my own, and it truly just feels like I have been on my own in this. They shut their doors on me, slapped a high-risk flag next to my name, and are withholding my money. I even received a text message on the XXXX of XXXX stating, " You'll no longer receive messages from Chase at this # '', and " This includes mobile banking, alerts & XXXX ( XXXX ). '' I never removed my number from the account as I still have two credit cards with Chase Bank. I don't know what to do or who to talk to, as Chase Bank quite literally told me they can not help me. Chase sent me an email yesterday the XXXX of XXXX stating that I had a letter for me waiting in the " notices and letter '' section and when I go to search for it nothing even comes up. These people have played me for a fool, and are now trying to cover their tracks by sending me fake alerts. Unacceptable, never banking with Chase Bank.

Company response to consumer: Closed with explanation