Consumer complaint received 2024-10-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
Chase Bank owes us {$14000.00}. 

We were unaware that, between XX/XX/XXXX and XX/XX/XXXX, a total of {$22000.00} was pulled out of our Chase Business account ALL by XXXX XXXX XXXX ( XXXX ) with the reference name of XXXX XXXX XXXX. We have never communicated with this person and have never communicated with XXXX. 

As our bookkeeper was helping us with XXXX in order to prepare for submitting our annual taxes, he notified us on XX/XX/XXXX, that he didnt recognize XXXX as one of our typical payees. We immediately reached out to our local Chase Bank by calling and emailing with XXXX XXXX ( XXXX, XXXX ) on XX/XX/XXXX, to question the charges. 

My wife and I then called Chase Bank and spoke with a representative named XXXX. ( This call was recorded. ) XXXX advised us not to freeze our account. He also said part of the banks responsibility, is to make sure [ the ] account is protected and, he said, You guys are gon na receive all the money back. We were given a claim number as reference. 

After learning by voicemail that our claim representative at Chase had changed over two times, we were told we were required to submit a Chase Disputed Transactions Questionnaire on XX/XX/XXXX, so we went to a local branch and filled it out. 

On XX/XX/XXXX XXXX reversed {$7800.00} of the fraudulent withdrawals but after we asked what happened to the remaining {$14000.00} we were told Chases XXXX policy prohibited the bank from fully reversing all the fraudulent withdrawals. We repeatedly requested a copy of Chase Banks Contingency Reimbursement Model ( XXXX ) but were told that it was not something that was shared with clients. I repeatedly called Chase, often recording the calls, requesting the XXXX and asking for proof we were given documentation that shows the banks policy regarding reimbursements. 

On XX/XX/XXXX, we again reached out to XXXX XXXX requesting a direct line to Chases fraud department. 

On XX/XX/XXXX, we received a call from XXXX at Chase Bank Customer Service ( which we recorded ). He promised to assist us with further research, though he stated he could not provide us with an email address for communications. 

On XX/XX/XXXX, we filed a report with the XXXX XXXX XXXX XXXX. They were able to confirm that XXXX did pull money out of our Chase account, but XXXX is stating they can not confirm the person who actually used our account was not XXXX XXXX XXXX and, therefore, they can not be held responsible. [ For the record, if you search the name XXXX XXXX XXXX online youll see he has a criminal record in Florida. ] Supposedly the car dealership XXXX worked with has since closed so there are no videos available to confirm the borrowers identity. 

Regardless, it is quite obvious that Chase Bank provided the means for a criminal to withdraw funds from our account repeatedly without our knowledge nor consent. And, as Chase is at fault for allowing unauthorized XXXX withdrawals from our account, it is the banks responsibility to reimburse us the remaining {$14000.00}.

Company response to consumer: Closed with explanation