Consumer complaint received 2017-08-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
To Whom It May Concern ; XX/XX/XXXX On XX/XX/XXXX at XXXX, I received an email from Chase Bank stating that they had sent an important communication to my Secure Message Center, online or through the Chase Mobile app. The subject of the secure message was Wire Template Activated. This raised a red flag in my mind because I had not initiated a request to have the Wire Template to be activated. I sent a message back stating that I had not sent in a request and I followed up with a call to Chase Customer Service to see what was going on. My online banking was being hacked. The secure message stated that a wire transfer in the amount of {$840.00} was being sent to XXXX XXXX from my checking account # XXXX which I did NOT give authorization to initiate. XXXX, in customer service, transferred me to XXXX in the Chase Online Banking Center who supposedly sent a message to wire transfers to prevent the wire from going out, yet as we spoke, the money came out of my account right before my eyes. Now coming from 15 years in XXXX, I know that when a wire is initiated, it sits in a clearing account until the funds are sent out. This wire could have been stopped, yet was not. However, a recall was placed on the wire. Upon further transfers to other departments, wire transfer investigations and fraud, I was given a case number to reference upon calling back. That number was XXXX which was given to me by an individual named XXXX. I quickly headed to the nearest branch of Chase Bank to close my accounts and open new ones before anything thing could happen. XXXX XXXX, who worked at the branch located on XXXX XXXX XXXX XXXX in XXXX, Texas helped me to open a new checking and savings account, change all my passwords and place restrictions on the old accounts. I felt positive, yet still upset, as I walked out of the bank after 2 hours of repeating my story and the Personal Banker making numerous phone calls for me. On XX/XX/XXXX I received a credit of {$510.00} into my savings account from monies which were able to be retrieved from the bank that the wire was sent to. This amount was still {$340.00} short of the amount that was stolen from my checking account. I decided to give it more time before making follow up phone calls to Chase regarding monies I was still owed. However, I did make a few calls and was repeatedly told to give it 3-5 business days and call back. On XX/XX/XXXX I called and spoke to a gentleman named XXXX who stated I needed to open a fraud case. All along I was under the impression that when I went into the local Chase banking center where I live, that it was taken care of. I was told to call XXXX ext. XXXX and then was told to call XXXX and choose option # 2. Again, to no avail. I am told over and over that they are still sending recall notices to the receiving bank and have not heard anything from them. On XX/XX/XXXX I spoke to XXXX in fraud claims and am informed that the beneficiary account had been closed and that there was nothing Chase Bank could do to help me. I was basically out of luck and out of {$340.00} that a complete stranger, who compromised my account, stole from me. At this time, I am disappointed and angered because I am aware of protocol that is followed when accounts are compromised. For example, in the event of a debit card being compromised, paper work is filled out, an investigation ensues, and some financial institutions may or may not give provisional credit to the customer. After investigating the claims, a representative of the bank will contact the customer and make them aware of the findings. In this case, I was the one making the calls to the bank, only receiving one call from a representative. Later on XX/XX/XXXX, I received a call from XXXX XXXX, who works at the Chase Tower in XXXX, stating she had heard of my issue from a long time banking colleague of mine, XXXX XXXX. She mentioned to me that she had made another fraud claim and she would follow up with me in 3-5 days. A few days passed and XXXX contacted me informing me that, again, the beneficiary account had been closed and they were unable to retrieve the additional funds that were owed to me and that she was very sorry that they could not help me any further. I am disappointed and disgusted, to say the least, that a financial institution of Chase Banks magnitude, who pride themselves on security was unable to help me collect the funds that were stolen from my bank account. Apparently, you all have a much bigger problem on your hands because your online system is not as secure as you think it is. I would appreciate Chase Bank to reimburse me the {$340.00} that was stolen from my account. I am a single mother of XXXX children and do not have the luxury of letting this amount of money be given to someone else, that I do not know and by theft for that manner, for their benefit. Thank you. XXXX XXXX

Company response to consumer: Closed with monetary relief