Consumer complaint received 2025-05-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
On XX/XX/XXXX, I was drugged and robbed in XXXX, XXXX. The person was able to steal my XXXX, XXXX XXXX, all credit cards/bank cards, Driver 's license, gold necklace and over {$13000.00}. This person used my phone for facial recognition to get into all of my information and started to do damage to Chase bank account and others. It took me two days to get home where my mother was trying to get me back home quickly. She called all of the credit card companies and bank companies to warn them since I was not able to and Chase was one that would not freeze my account. On XX/XX/XXXX, when I got home, I logged into my account and saw all of the fraud. I called Chase and spoke to XXXX to go by line item to make a claim. At this time, I did have a police report and a report from identity fraud and was not told what to do, all was said investigation take up to 10 days. The week of XX/XX/XXXX, I called Chase again for an update and spoke to XXXX. This is where I was told the claim was denied due to no other information provided. I went to the local branch on XX/XX/XXXX and provided XXXX with all the information, and she got on the call to help me. She even said I should not be going through this because you can tell its fraud. She was told we needed to fax both reports and the fax take 3-5 business days. She tried to get me access back to the Chase app since it was restricted so I was able to upload and when trying she was disconnected. I also did as XXXX if my payroll was sent back to my employer, and she stated it was. XXXX faxed the reports anyway. XX/XX/XXXX, I call Chase again since XXXX was not in the office and spoke to XXXX in the fraud dept, and she told me she does not see the police reports and I should upload them on the app. I told her I am restricted and unable to upload them. I also asked her about the payroll from my employer and said it was sent back. I have been speaking to my employer, and they are telling me it was never sent back. XXXX sent me to XXXX on the credit card side to get me unlocked on the app to upload the document. XXXX was also saying there are two claims for over {$7000.00}, so I am not able to see what is going on. XXXX sent me to XXXX, who is a supervisor, and he stated he is the wrong department, and I needed to sent to the electronic money dept. Then I got XXXX on the line, and he told me the account can't be unlocked until the checking was fixed. He was also telling me the account is supposed to close all together tonight, and I explained XXXX from the branch already asked to not have the account closed because the claim should have not been denied as I am covered through Chase Journeys. Also, XXXX explained the payroll was never really returned and it was still in the account after being told previously it had been. XXXX is now telling me to go back to the branch. This issue should not be taking this long, and I should not be sent to so many people.

Company response to consumer: Closed with explanation