Consumer complaint received 2024-07-10 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: NY

Complaint narrative:
I have experienced identity theft and grand larceny as a result of the unauthorized access into and the fraudulent transfers of funds out of my bank accounts on XX/XX/XXXX and XXXX, XXXX, including a personal Chase Bank checking account. Two of the unauthorized transfers were made through the financial services provider XXXX, which in response to a request for information about my two claims for fraud, supplied Chase on or shortly before XX/XX/XXXX, with a statement declaring that a valid passport identification had been provided at the time of the transfers that confirmed the identity of the sender as myself. The two fraudulent wire transfers, however, occurred virtually via my already existing XXXX online account. In the case of a transaction initiated in this manner, there is no identification required. 

Chase Bank, however, failed to take the appropriate ( basic ) measures, such as requesting supporting documentation in the form of a copy of the identification claimed to have been provided, to substantiate XXXX 's claim, and relied on said response to issue to me a formal declaration in the following manner : " We found that the transaction ( s ) was processed according to the information you provided or was authorized. '' As part of the claims process, while the so-called investigation for fraud was ongoing, XXXX had issued a temporary credit of the amounts involved in the two fraudulent transfers, to me through Chase Bank XXXX Upon Chase Bank 's determination, however, the funds were withdrawn from my account and returned to XXXX. It is evident that XXXX had a direct financial interest on the outcome of the investigation for fraud. Chase Bank, however, against professional practice and common sense, failed to conduct a sound and appropriate investigation, and relied unreservedly on XXXX 's claim to dictate having " found '' that I had authorized the transactions. 

I contacted Chase Bank via telephone and visited two bank branches on multiple occasions on XX/XX/XXXX, XXXX, and XXXX, XXXX, to inform myself about my options prior to being formerly " found '' by Chase Bank to have authorized the transactions, and to fax, with the help of a bank representative ( XXXX XXXX from the branch located at XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX ) XXXX the limited supporting documentation that is available to me that could help my case. Chase Bank rejected my claims while this was occurring, but soon reopened them, only to close them immediately after with the same determination, on XX/XX/XXXX and XX/XX/XXXX. 

On XX/XX/XXXX, at XXXXXXXX XXXX, I called Chase Bank to initiate a dispute on the latest determinations by the bank. I specifically spoke with a representative from the debit card claims department. Unfortunately, I was not able to capture the name of the representative whom I spoke with, as the person hanged up on me. During the call, the representative denied that XXXX had issued the provisional credits. 
After the representative terminated the call, I immediately called Chase Bank back at XXXXXXXX XXXX to submit a complaint about the representative 's decision to abruptly end the conversation. I spoke with a supervisor from the Chase Bank debit card claims department who took my complaint and informed me that XXXX had, in fact, issued the provisional credits, and upon Chase Bank 's reliance on the statement issued by XXXX, decided to reject my claims. The supervisor, whose name I was unable to collect, and which I did not get a chance to request, as the supervisor also terminated the call abruptly, stated that Chase Bank 's involvement in my case had been a " courtesy '', and that the bank could no longer communicate with me about my claims. I beg to differ, however, that if a reputable institution, such as Chase Bank, claims to have conducted an investigation and to have obtained findings from said investigation to state, officially and without reserve, that I authorized two transactions that I had claimed to have been fraudulent, then there is a level of involvement that exceeds that of a mere courtesy intervention on the part of Chase Bank. There is an assumption that Chase Bank made use of its investigative faculties and professional discretion to arrive at a conclusion that not only affects me monetarily, but, most importantly, affects me reputationally. It assumes fraudulent misrepresentation on my part, which, although false, stems from negligence on the part of the investigative procedures conducted by Chase Bank. Had Chase Bank carried out a reasonable investigation on my claims for fraud, within the standards of basic professional practice, it would have determined XXXX 's statement about my involvement in the fraudulent transfers to have been unfounded, and I would not find myself further victimized by fraud -- now, also at the hands of XXXX and Chase Bank. 

As reference, in the attachments, I have included a copy of a resolution reached by another of the banks where I had an account that was breached as part of the same fraudulent scheme, showing that my claim was valid.

Company response to consumer: Closed with explanation