Consumer complaint received 2021-06-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
I am having an issue with JP Morgan Chase bank regarding them denying my fraud claim.On XX/XX/2021, I received a phone call from what appeared to be a chase bank official with the phone number of XXXX. This is the same phone number thats on the back of my Chase bank debit card. The representative stated that he was calling from Chase bank and he was a representative from the fraud department. He stated the reason for his call is that Chase had noticed some fraudulent activity on my checking account and that someone was currently in process of wiring {$20000.00} from out of my checking account. He then stated that, Two block and stop the wire transfer from going through as well as closing my online access, he was needing and access code That he was going to send to my phone.He then sent a code to my phone and requested it. Once I receive the code on my phone I gave him the code so that he could stop the wire transfer from happening as well as close my online account. Again this Chase representative was calling from the Chase bank phone number. He then placed me on hold and say that he will be back with an investigation reference number. He never came back to the phone. As a result, {$19000.00} was wired and withdrawal from my checking account. Immediately within minutes, I drove to a local Chase branch and spoke with the branch manager. The branch manager and the personal banker help me submit a fraud claim within minutes after this happen. I live five minutes away from the branch, so I was able to get the claim filed within 30 minutes after the money was withdrawn from my account. Once the claim was filed, the representative from the fraud department over the phone told me that the investigation can take 3 to 5 business days, once the Affidavit was sent them to them. After the fifth date, Ive called Chase and they told me that they did not have any updated information on my claim. Fast forward, Ive been calling every week, every other day, to check the status on my claim. The representative told me that since it was a string operation, and multiple customers had experienced the same problem with the same scenario, the investigation was extended out 30 days. They advised me to call back on XXXX XX/XX/XXXX, and that will be my 30 days from from the affidavit being received and they should have updated information on the claim or my account will be credited. Once I called on the 30th day, they then told me that they never received the affidavit. For one entire month, I had been calling and checking the status, and not one representative told me that they have not received the affidavit. In fact, they verified with me on each call that they had all the necessary paperwork needed for filing the claim. I called back and spoke with several supervisors As well as a manager, and they requested that I resubmitted the paperwork needed to file the claim. I did so that same day.The next day when I called back to confirm that they received their paperwork again, they told me that it was going to be an additional 30 days for an investigation. Again I started calling to inquire about the investigation process. On this past Thursday, XX/XX/2021, I called Chase bank to inquire about the claim, the representative told me that my case had been close and she had to confirm it with hey fraud specialist. She placed me on hold. When she came back she question me and asked me did I give the caller the access code. I stated yes, I explain to her, that every time I go into Chase bank and deal with a personal banker, they would always send a code to my phone and request the code to get access to my account while there. So that the representative on the phone who requested the code, it was normal because they do it at the bank all the time.she placed me on hold again. When she came back she stated that The fraud specialist had denied my claim and Chase Bank was not able to credit my checking account the {$20000.00} that was withdrawn out. Shes I asked her what was the reason for the denial decision, she stated that it was customer participation. I called multiple times since then and spoke with the manager and they told me that it doesnt matter who I speak to in Chase bank that the decision will not be overturned and that I will not get my {$20000.00} credit to my account because it was not considered real fraud. They told me real fraud is when someone hacked into your account that you do not know and take your money. I responded to them that, My case is real fraud .someone from chase ( I can only assume a JP Chase Morgan bank employee ) hacked into my account and stole my money that I did not know. I can only assume that its an Chase employee who got into my account, Because they called from a chase number. Not sure whether or not Chase system has been breached, but I do know a representative from Chase called me on XX/XX/2021 and hacked into my account. So my question to her was, how could someone go online and get access to my account, have my account and login information, call from chase number, and go into my account and steal {$20000.00}. Chase was not able to answer this question for me, but proceeded to tell me that it was nothing that they can do, and they fraud protection did not protect me. They refuse to credit any parts of my money back. This is my life savings that was taken out of my account. I have been a chase member for over 10 years,. Ive never done a wire transfer on my account. Never move large amounts of cash out of my account before. I asked the representative, why did I not get a alert stating that a wire transfer was being done via text. Again, the representative was unable to answer that question. I also have my cell phone records, showing the incoming phone call from Chase bank on XX/XX/2021. I am requesting the full reimbursement of my {$20000.00} back into my checking account. This is fraud, and I refuse to lose {$20000.00} because of Chase negligence, and they are not taking any liability for not protecting my funds.I trust a chase bank for over 10 years, Ive never had an issue before as a relates to my funds being mismanaged.

Company response to consumer: Closed with explanation