Consumer complaint received 2025-05-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: JPMORGAN CHASE & CO.
State: AZ

Complaint narrative:
I got a call on XX/XX/XXXX Friday, at approx XXXX from chase bank XXXX I had Chase 's number saved on my phone prior. When I answered, it was a gentleman from the chase fraud department. He stated there was suspicious activity on my account and the activity was from Florida. I was asked if I made any purchases from there, it was a no obviously. He asked me if I could go to a chase bank immediately and make them aware of the fraud activity. 

When I got to the bank, I went up to the bank teller ( XXXX ) and advised her I was on the phone with the fraud department and told her the situation. While looking at my account, she did not give me any reason to believe that what the person on the phone was lying to me about the fraud activity. I decided at that point to close my accounts. The bank teller did not ask any questions about anything going on. I withdrew my money ( over XXXX ). I did advise I was going to put this money in a separate account with a different bank ( at the time ). Once the withdraw was made, the fraud prevention staff on the phone asked me to go to a different chase bank and put my money back into a chase account via their ATM. He set me up for an account in order to keep my money in a safe spot. The business account / card was created by this fraud prevention staff, and he was definite in making sure my money was safe on this card/ account. He had me set up to have access with the debt card through XXXX XXXX. 

The problem arose on that coming Monday, XX/XX/XXXX. I tried to put in the PIN for the card to take my money out of this business account, and it did not work. I was also unable to access or see my money in this account. That is when I went back to my local Chase bank and spoke to the manager of the chase bank I first initially went to. 

Once i spoke with the manager and discussed my situation, I showed him all my receipts from when I deposited my money into this business account Via chase ATM. I showed him the phone calls I had with the Chase Fraud number that called me. The manager confirmed the number that called was from chase bank. 

Since then, it has been a roller coaster of chaos trying to get my money back. The manager of the chase bank sent my case up the chain to the claims department. Claims decided to not open a claim for me. On Friday XX/XX/XXXX, I had a phone call with the Chase Manager as he discussed where my case was going, as he took the situation to the highest point possible with chase bank. As of XX/XX/XXXX, my situation is currently in an open case with the chase escalation group. 

This group called me once on XX/XX/XXXX. Not even 5 minutes in, the call dropped after I explained my situation and I have not received a call back since. The chase bank manager that has helped me through this situation, knows that this group has not called me back and has yet to figure out my situation at this point, I have now been two weeks without money. My money is still on this chase business account.

Company response to consumer: Closed with explanation