Consumer complaint received 2024-08-05 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: JPMORGAN CHASE & CO.
State: OH

Complaint narrative:
In XX/XX/XXXX my card and account information was stolen, granting access to my checking account ending in XXXX with Chase Bank without my knowledge. Before this situation, I was told I had {$1200.00} in my checking account and {$4500.00} in my savings. With that, about XXXX XXXX dollars was taken out along with a forgery of checks made out in my name NOT signed by me nor does it resemble my signature of any of my other checks and signatures, causing my Chase savings and checking account to be put on hold. Immediately that next day noticed and filed fraud with Chase Bank. Spoke to a Chase employee, going through all of the proper steps and procedures to file fraud and get my testimony on the record. In the original supposably recorded testimony I stressed very clearly leaving no room for other interpretation that I have no knowledge of who did these transactions and activities, nor do I know how my information got accessed and card taken but none of it was done by me and not authorized. 
Was then told that same day that it will now go into investigation and I should be hearing back from them by the end of the month in XXXX of XXXX. Fast forward to XX/XX/XXXX, contacted Chase to get an update on the investigation and was told they are not sure when the investigation will be over and to call back in a few weeks. 
From XXXX to XXXX, repeatedly contacted Chase a few times each month about an update on my investigation and when I'd receive at least my savings account money if not that plus my original checking account money, and was told the same thing every time. They were not sure when the investigation would be closed, and gave me random dates when it would be done but when the time came was never done and nothing has changed, to they don't have access to any information on the investigation except for a note as to when the investigation is ready to send out my money. During another direct call to Chase initiated by me, I was told what my statement of testimony had included in it, and in that statement, the person who took my statement put down that I had said I made all of those transactions and checks when I did not say nor claim that at all. Fast forward another 6 months to XXXX of XXXX and constant calls to Chase Bank a few times a month to hear the same repeated answers and lies. Those calls and no updates carry on into XXXX. The amount of ignorance and negligence this company 's service has provided me leaves me helpless and hopeless. They say contacting the investigation company myself is not possible so I only have contact with my investigation through Chase Bank online customer service employees who also aren't handling my case nor can they do anything to speed up the process. I feel as though my case has not been worked on at all and my fike is sitting in the back somewhere not getting worked on because one year and a month to investigate and hold my money is not okay.

Company response to consumer: Closed with non-monetary relief