Consumer complaint received 2025-01-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: AZ

Complaint narrative:
My paycheck was deposited into my account on XX/XX/XXXX. 

I paid a few bills on XX/XX/XXXX in the morning in anticipation of being out of town. 

I got back from being out of town and had more bills to pay on XX/XX/XXXX. 

I checked my account, like I always do when paying bills, and saw that there were transfers to XXXX XXXX  that cleared my account from XX/XX/XXXX, XX/XX/XXXX, and earlier that day ( XX/XX/XXXX ) totaling {$720.00}. 

I called the Chase Fraud Department on XX/XX/XXXX to report the unauthorized transfers. I answered all of their questions that I had no idea what that was or how someone would have gotten my account information because no one has access to that information. 

They said they would temporarily credit my account and complete an investigation. They recommended that I change my log-in information. I did so. 

I received the temporary credits and letters stating that they were giving me the temporary credits. 

I checked my account on XX/XX/XXXX to check and make sure that my mortgage payment had gone through ( one of the bills that I paid on XX/XX/XXXX ). I called Chase Fraud Department to inquire about the process, since the unauthorized, fraudulent charges would make my account not have enough money in it to allow the mortgage payment to clear. 

XX/XX/XXXX I received a letter stating that the investigation was completed and that they had found that the charges were authorized and that they would be removing the money that they had temporarily credited to my account. 
I checked my account on XX/XX/XXXX and there was ANOTHER unauthorized transfer to XXXX XXXX for {$150.00}, THE SAME VENDOR that I had JUST called about and filed a fraudulent claim about. Thus, because they did not take proper action and were negligent in their responsibilities to safeguard my account when I reported fraud on my account, additional fraud was able to take place. I called the Chase Fraud Department, but they were closed, and bringing the total of funds fraudulently removed from my account to {$870.00}. 

On XX/XX/XXXX, I called the Chase Fraud Department to report the unauthorized transfers. I answered all of their questions that I had no idea what that was or how someone would have gotten my account information, because no one has access to that information. And that it was not the additional signer of the account ( my father ), which is who they were saying it was. 

They said they would temporarily credit my account and complete an investigation. 

I spoke to my father confirming that this XXXX man who does not have a smartphone and is not tech savvy, did not access my account to withdraw money. He confirmed. 

I received the temporary credits and letters stating that they were giving me the temporary credits. 

XX/XX/XXXX I received a letter stating that the investigation was completed and that they had found that the charges were authorized and that they would be removing the money that they had temporarily credited to my account. 

XX/XX/XXXX I received a letter stating that the investigation was completed and that they had found that the charges were authorized and that they would be removing the money that they had temporarily credited to my account. 

I called Chase Fraud Department on XX/XX/XXXX. They said that their financial investigation was completed and that they found that the activity was within the geographic location ( though they didnt say where that was ), no activation codes had been sent out and that the IP address matched the signers, and were all things within normal activity and that nothing could be done with Chase to get my money back. I then spoke to Supervisor XXXX. She reviewed everything and felt like a decision and been made too quickly and that she would include information about me disputing what they had found ( me being out of town when the transactions happened and not having my laptop ), and send it back to be reviewed which could or could not change the outcome. She said it would take 3-5 days and to call back on the XXXX. I asked her about outstanding bills that I had paid when I had gotten the credits from Chase to cover the fraudulent charges, and she said that there was nothing that they could do until they showed as pending. And that if I got any overdraft fees to call the number on the back of my card to see if that department could help with any refunds for overdraft fees. 

On XX/XX/XXXX I called Chase Fraud Department to get information on the online profile that made the transactions, since it was not mine and my father does not have one set up. They said that there was no fraud activity, no new devices, no log-in failures and the service provider was consistent. I reiterated how the device was not mine because I only use my laptop computer at my home and was out of town when the majority of the transactions occurred and did not have my laptop with me. They said that the additional signers profile was my fathers name but they didnt have a geographic location. When I provided his one and only e-mail address, Chase confirmed that was not the e-mail address that was associated with the on-line profile. So I again pointed out how that meant that it wasnt me/my father ( the additional signer ) and that the charges were fraudulent. They agent told me that while they believed me, there was nothing they could do. The only things he suggested was to provide some supporting documentation of proof that it was not my father ( example : a picture of his flip phone/not smartphone, a screenshot of his e-mail address, a screenshot of his browser history showing that hes never been to chase.com ). He told me that uploading the documents would reopen the claim, there would be a determination, and then hopefully the money would be put back in my account. 

On XX/XX/XXXX I called the Chase Fraud Department to speak to Supervisor XXXX to get clarification on the supporting documents I had been told about the previous day. She stated that there was nothing that Chase could do anymore for me because they cant prove that it is or isnt fraud. That if I wanted to pursue the issue any further I would have to do it legally. She said she would send me their research and findings ( which would take 7-10 days ). I asked her how to remedy covering bills since my account has been in the negative since they started taking the money out of my account and she said that I would have to put funds into the account to not only cover the negative balance, but also the amount for the bills. She also stated about calling Customer Service for any overdraft fees. She stated that Chase could not put any funds into my account because the investigation was completed.

Company response to consumer: Closed with monetary relief