Consumer complaint received 2025-03-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: NV

Complaint narrative:
I received a secure message in my Chase mobile app on XX/XX/year> stating return of funds are being requested for a wire transfer credited to my account on XX/XX/year> in the amount of {$120000.00}. The remitter is saying it was not authorized and Chase is processing the investigation under JPM case id XXXX. I can reply to this message or call Treasury Solutions @ ( XXXX ) XXXX XX/XX/year> I responded to the message asking what the fraud was? I received a message received acknowledgment from Chase saying due to increased volume it could take a week or more to get a response to my message. 

XX/XX/year> XXXX pm I called Chase and asked why my account is negative {$49000.00}? I had a pending {$50000.00} transfer going to my XXXX acct and should have still had {$5100.00} in my account. They didnt have an answer for me. I didnt have time to figure it out that day and planned to call the next day. 

XX/XX/year> Chase responded to my message and said, remitter is saying they did not authorize the wire XX/XX/year> XXXX pm I called Treasury XXXX hoping get more information and answer any questions they might have. After XXXX mins they told me they couldnt help me I needed to call Chase. 

XX/XX/year> XXXX am I called Chase trying to get information on a {$55000.00} withdraw from my account that I did not do. Chase told me that I made the withdrawal at a branch. I said I absolutely did not make that withdrawal. I was then told I need to call customer claims they are available Monday. 

XX/XX/year> XXXX I called Chase customer claims. During the XXXX min phone call I was put on hold and transferred a couple of times. I was asking for information on the {$55000.00} withdrawal on XX/XX/year> out of my account. About the XXXX person ( I think her name was XXXX XXXX Hung up on me when I told her I couldnt understand her please slow down. I could not believe she Hung up.. not a disconnect it was a hang up. This is when I started documenting everything. 

XX/XX/year> XXXX am I called Chase still trying to get an answer on who withdrew the {$55000.00} from my account. After Chase repeatedly telling me that I made the withdrawal in a Chase branch they put me on hold again and came back telling me it was actually withdrawn by Chase. If I wanted information I had to go to a Chase branch and ask them to send an internal email to the processor. I was also asking why I havent been contacted or received any questions if my wire fraud claim is being investigated? I wanted to know why Chase would withdrawal money out of my account without my permission and nobody asking me a single question about the wire fraud? I have said multiple times it was not wire fraud and the person accusing me of it is lying. After XXXX hr and XXXX mins of being put on hold and being transferred to multiple people and departments, I was told multiple different things - money was being held because of the wire transfer - Money was sent back to XXXX. 
- I need to call XXXX. Its out of Chases hands XX/XX/year> XXXX I called Chase and asked if I can file a claim for the {$55000.00} withdrawal that I did not authorize. Again I get transferred to multiple people and departments. XXXX in the claims department looked over the numerous notes and couldnt understand why they didnt open a claim for the {$55000.00} I am disputing. She also said the processor who withdrew the money from my account needs to be retrained that is not the right process on how to handle a claim. XXXX opened a new claim for {$55000.00} and said after looking at all the notes she was sure it would go in my favor and I would be receiving a check in the mail. That phone call took XXXX hr XXXX mins. 

XX/XX/year> XXXX pm Called Chase asking if the {$55000.00} was on hold or sent back to XXXX? After XXXX mins and being put on hold multiple times they had no answers for me. 

XX/XX/year> XXXX pm Called Chase to get an update on my claim for the {$55000.00} they said by next week they will have an answer. 

XX/XX/year> XXXX Called Chase for claim status. Talked to XXXX XXXX XXXX XXXX ( supervisor ) After XXXX and XXXX mins of being transferred to multiple people and put on hold multiple times I was told the claim was denied and that is final and that I need to call XXXX. XXXX ( XXXX ) put me on hold multiple times and the last time she got back on the line she said, I know your time is valuable have a nice day and hung up on me! I could not believe it! 

This has been extremely frustrating and stressful for me. On every phone call I asked how they can just take {$55000.00} out of my account without my permission or even notifying me that it was done. I also asked every person I talked to why I havent been asked any questions regarding the investigation on wire fraud? Chase also let me know they have now closed my account and it is irreversible. Chase withdrew {$55000.00} from my account then closed my account the same day without asking me a single question about the wire transfer. In the first message about the fraud accusations Chase said they are processing an investigation. There was absolutely no investigation on Chases part. None of my questions were answered on any of the numerous phone calls to Chase. I could not believe how incredibly unprofessional Chase was by hanging up on me 2 times! All the phone calls are recorded on Chases phone lines if you listened to the conversations you would hear the horrible service they provided. I feel that Chase knows that they are in the wrong and because it is {$55000.00} they do not want take responsibility. 
I was accused of wire fraud and I didnt even get to defend myself. No investigation. Chase never reached out to me at all they just took {$55000.00} out of my account then closed my account and told me I need to call XXXX. 

The wire fraud accusation is absolutely untrue. I would like to tell you about the wire transfer just in case it matters in this claim. 

My dad who has been living in the XXXX for the last XXXX  years has recently passed away. My dads XXXX girlfriend ( XXXX ) has a joint bank account with my dad. XXXX was trying to add my bank information to the account so she could transfer {$120000.00} to me but she couldnt figure out how to do it. XXXX asked me if I would log in to her bank account and do the transfer. I said sure. XXXX gave me the log in information and told me to let her know when I was going to transfer the money so she could be available to answer the phone when her bank ( XXXX ) called to authorize the wire transfer. I called XXXX when I was online and just about to transfer the money. XXXX called XXXX and authorized the transaction. XXXX was very happy I was able to do that for her as she is trying to handle everything after my dads passing. A few days later XXXX asked if I could transfer her some money. I asked why? She said she has some bills and had to pay for my dads funeral. I said send me a list of your bills and maybe I can help you out. XXXX than got really angry and threatened me and said if I dont send her money she will call the bank and say the transfer was fraudulent! I told her that is fraud in itself.. reporting a false claim of fraud. XXXX is absolutely lying out of anger. XXXX had to authorize the wire with her phone ( same phone the bank has had on file for years ) in the XXXX. I live in XXXX XXXX, NV there is no way for me to have access to their phone or have the log in information if it wasnt given to me. I have never even been to the XXXX. The fact that this woman could lie to the Bank and accuse me of fraud which resulted in my account being closed and {$55000.00} withdrawn from Chase without a single question to me is unbelievable and unacceptable. 

I am mourning the loss of my dad. This is incredibly frustrating and stressful spending hours on the phone with Chase trying to get the money my dad wanted me to have back. I cant even believe this is happening. 

These are the claim numbers given to me by Chase XXXX wire transfer XXXX {$55000.00} claim ECW XXXX XXXX wire XXXX Chase continues to send me messages XXXX the Chase mobile app secure messages saying I havent replied. I did reply to the first message. I got a message of acknowledgment and am still waiting to hear back from them. 

Please let me know if you have any questions or there is anything else I need to do. 

Thank you very much for your help.

Company response to consumer: Closed with explanation