Consumer complaint received 2025-08-04 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: FL

Complaint narrative:
We were in XXXX from XX/XX/XXXX to XX/XX/XXXX and exactly at this time we became identity theft victims. XXXX transfered {$6200.00} from our joint saving account to our joint checking account and from XX/XX/XXXX to XX/XX/XXXX using my debit card information, made XXXX purchases in XXXX different states for {$16000.00} primarily at " XXXX XXXX  '' XXXX purchases and " XXXX Sports " XXXX purchases, just XXXX purchases in XXXX day XX/XX/XXXX. We came back home on XX/XX/XXXX and next day XX/XX/XXXX at XXXX XXXX XXXX ( XXXX ) Chase bank branch we received information about unauthorized fraudulent transactions on my debit card. Banker transfered left over at checking and saving accounts funds to new checking and saving replacement accounts and closed compromised accounts. At the same day XX/XX/XXXX we filed claim with Chase bank claim department based on information we received from bank branch in XXXX. We also opened identity theft case at XXXX Police Department with XXXX XXXX, case # XXXX. 
As instructed by claim department we called back on XX/XX/XXXX and encountered with unprofessionalism, lies, mockery and humiliation. We found out that our claim had been closed by reason nobody could clearly explain. We filed same claim again on information we initially received from XXXX Chase branch and were instructed to call back in XXXX business days. We called claim department on XX/XX/XXXX and found out that our claim again had been closed on XX/XX/XXXX by unclear reasons. We filed again same claim on XX/XX/XXXX and were instructed to call back in XXXX business days. We called on XX/XX/XXXX and found out that our claim again had been closed on XXXX by another unclear reason. We talk to supervisor XXXX who confirmed that claim department clearly saw that all purchases were unauthorized by us and were fraudulent ones. We again went through all unauthorized purchases with representative and again filed same claim and were told call back in XXXX business days. We called back on XX/XX/XXXX and XX/XX/XXXX and went through the same scenario : claims were closed next day after they had been opened, filed again and our last opened claim number was : XXXX. Finally Chase claim department told us to file fraud claim with XXXX XXXX and demand from XXXX to conduct investigation and if XXXX XXXX gives us and Chase bank report that we didn't use XXXX wallet service to steal our funds from our Chase checking and saving accounts then bank would return our stolen funds despite we told claim department that we have never had XXXX account, we have never had or used XXXX wallet service. Because Chase debit card holder agreement doesn't require bank customers to run their own investigation we refused to contact XXXX company. 
Any of those times we called claim department we weer transfered to tens different services and unprofessional representatives, explained them what happened to us, how we were robbed many times. Claim department has not even been trying to promptly resolve our claim but has been trying to confuse us and lie to us. 
In the middle of XXXX we received check in the amount of {$880.00} and explanation that XXXX purchases done in California with my debit card information were accepted as unauthorized transactions but others purchases made with the same debit card information and at the same period of time in different states were not accepted. 
We think that Chase bank employee, assistant vice president XXXX XXXX XXXX who in XX/XX/XXXX was helping us to deposit my wife retirement XXXX plan check to checking, saving and CD accounts, stole our funds or sold our personal and financial information and that is why : he just only XXXX person who had absolutely all our information, against our strong will started online banking for us ( we found out when stopped receiving paper statements from the Chase bank ), and asked us about others banks we had accounts with. We told him about XXXX Bank and our checking account at XXXX Bank was also compromised in XX/XX/XXXX. We didn't tell him about XXXX XXXX bank and our checking account has been saved. 
We ask Chase bank, CFPB and others appropriate state and federal authorities to investigate our claim and compel Chase bank return our stolen funds. Sincerely

Company response to consumer: Closed with explanation