Consumer complaint received 2025-04-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: FL

Complaint narrative:
To Whom It May Concern, I am filing this complaint due to a serious case of elder financial exploitation and gross negligence by Chase Bank. 

On XX/XX/year>, my XXXXXXXX XXXX, who does not own a phone or use a computer, opened a new checking account at the Chase branch located at XXXX XXXX XXXX XXXX, XXXX XXXX XXXX We opened the account specifically due to concerns that someone XXXX XXXX had been exploiting him financially. 

Our goal was to safeguard my XXXX XXXX XXXX  and close the old account completely. To track where his Social Security check was being deposited, I had to take him to the Social Security office. I presented the documentation I received from them to the bank, which included the banking details. This was necessary because XXXX XXXX refused to disclose where his check was being deposited. 

That same evening, I checked his Chase account via the mobile banking app and saw that funds had been moved from the new account into the old account, and then sent via XXXX to XXXX XXXX. This raised immediate red flags. 

The next day ( XX/XX/year> ), I went to the branch and informed the staff of what had happened. I emphasized that the sole purpose of opening the new account was to prevent further exploitation. I was told the old account should have been closed and that they would take care of it immediately. I also asked about recovering the stolen funds and was told they would " look into it. '' Despite this, the old account remained open. I called the branch a few days later and was again assured it would be closed but it remained active. 

Adding to this alarming situation, I later discovered that my personal XXXX Chase credit card is now somehow linked in XXXX internal system to my father 's old checking account. His account also now contains my personal contact details, including XXXX XXXX phone number someone who should have no authorized access to any of my or my father 's accounts. 
I have made multiple phone calls and sent several emails to Chase Bank regarding this issue. The fraud department has not responded. At one point, the stolen funds were briefly returned to the account only to be taken back out. Chase then stated the transfer was considered authorized, even though my father could not have initiated the transfer himself. He does not use online banking, a smartphone, or any app and never has.

Chase is at fault for the following reasons : 1. Failure to close the original account, despite being explicitly instructed to do so multiple times.

2. Linking the new account to the old one, which defeats the entire purpose of closing the previous account for security reasons.

3. Allowing unauthorized access and transfers via a digital payment platform ( XXXX ) from a vulnerable, elderly account holder. 
4. Failure to investigate the fraud properly, ignoring multiple outreach attempts.

5. Cross-contaminating personal information by linking my own Chase credit account and contact information to my fathers checking account.

I am asking that the CFPB investigate this matter and hold Chase accountable for enabling financial exploitation and for violating consumer protection laws, including those under Regulation E.

Thank you for your attention to this matter. 

Sincerely, Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX cell XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation