Consumer complaint received 2023-12-28 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
I had Chase checking account for more than 10 years. That Chase checking have military benefit. After married, I added my wife name on that account. 

On XX/XX/2022, I checked my email and received an email, which show me that a bank wire is processed, {$10000.00}. I see a problem and I call Chase bank customer service right away. After a few time transferring calls, I talked to a person in Chase wire fraud department. They said they would take care of it, and they will mail me some paper to sign and send it back to them. After a few days, I received a mail from them, I signed and mailed it back as they requested. 

After a few days, I called them back, a person said the same thing, I explained that I mailed papers they requested and they told me to wait for 3 weeks to process. After three weeks, I called them back and another staff told me that case is closed because they have to wait for document which I have to signed and send it back to them via mail. I explained last few phone calls with their department, and that person helped to check to see if they receive it or not. They found the documents and told me to wait for processing in 3 weeks. After three weeks, I called them back and one staff answered and told me that the case is closed because they haven't received document which I supposed to signed and mailed to them. I explained all over again and they went and check to find that documents. One more time they told me to wait for 3 weeks.

I knew that they don't work as what they supposed to do, I called them back in a week to check the progress, they told me that it in under review and investigation. That was good, and I called them back after a week later, they told me that the claim is deny and they said they mail me a letter. I haven't received any letter from them and asked reason for a denial, they said that is authorized transactions and they get a code from my wife 's phone. I requested them to reinvestigation, because I and my wife didn't know about that transaction. And my wife was sure that she didn't touch that bank account or gave a code. Chase staff asked if I can provide any support document for them to do investigation. I told them that I checked my email, saw money sent out of my bank account, I called them to stop and process investigation right after it. What kind of support evident I should have to provide to them. They said whatever work, and I don't know and don't have any thing to provide. Because they said that bank wire get a code from my wife 's phone number, I told them that my wife can call and talk with them, and provide whatever they need to solve the issue. But they denied and said it wouldn't help.

After two weeks, I called them back. ( Every time I call, I get transfer a few time before reaching to them, because their staff transfer to wrong departments, transfer back and forward ). They told me that claimed is closed and denied, I asked more info, they told me that transaction is authorized, and they got a code from my wife 's phone, with a note in wire transfer XXXX '. I keep requested them to send me all info they investigate, but they said it is internal, and they will mail me a letter. That letter only say that the claim is denied, that's all.

I requested them to do more investigate because it is not right. One more time, my wife and I didn't process that transaction, and we don't know about it, that is a wire transfer, and we don't know any support evident to show to Chase. They said in their system, they have a note 'investigate multiple times ', and they don't work on the claim any more. The conversation is long, and I have to hung up. 

I also work in financial environment, I keep my voice professional because I don't want to ruin someone's career. I called them back after 2 days to hope to talk to another staff and find a solution. This time a staff told me it is denial, no more work needed for this claim, they refused to do anything for it. I asked if a police report or anything I can do to help the claim and myself. But they said nothing they can do. I asked them that 'if you wake up, go to work, check your email, and you see your money transfer out of your account, what can you do, you called the bank and ask for help right? ', the staff doesn't wan na hear it and just wan na tell me that they can't do anything with it. 

We go to a police station to file a report, we have to wait a few weeks for a report. And I received a denial letter from Chase, I visited a Chase branch to help fax document to Chase fraud department, they printed out previous bank statement for me and told me the branch couldn't help, I have to work with fraud department.

I recently visited another Chase branch and talked to the manager, she told me that she couldn't help because it is more than six months. 

I researched and file Internet Crime Complaint IC3, I haven't got any response. 
I found some posts from social media regarding wire fraud and decide to report with CFPB, please help the claim and to refund my lost. 

I would write more to find a solution for this Chase fraud wire, to whoever can read my email, such as CEO, XXXX XXXX- respectfully. 

Personal feeling : disappointed and untrusted bank system, unfortunately I have to deal with banking everyday.

Company response to consumer: Closed with explanation