Consumer complaint received 2025-04-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: FL

Complaint narrative:
To Whom It May Concern, I am writing to formally file a complaint against JPMorgan Chase Bank regarding a recent incident in which I was the victim of identity theft and fraud, and the subsequent mishandling of the situation by your institution. 

On XX/XX/XXXX, I applied for a personal loan through a company that appeared legitimate. They had a professional website and sent me official-looking documents. After providing my banking information, I was contacted and told I was approved. Shortly afterward, I noticed that multiple disputes had been filed on payments I had legitimately made, including : My XXXX XXXX XXXX insurance Light bill Gas bill Phone insurance An XXXX purchase My rent payments, including some from XXXX and XX/XX/XXXX I also noticed checks being deposited and money being transferred from my account without my authorization. Thats when I began to suspect this was a scam. I started recording phone calls with the loan company and immediately contacted Chase on XX/XX/XXXX to report the fraud. 

Despite the urgency, I was transferred multiple times before reaching the correct department. I handed over my online login information and was directed to file a report through Chases fraud website. I also set up a password to be used for verification whenever I called. 

I complied with all the steps I was told to follow : I filed a police report I reported the fraud to the credit bureaus I filed a claim with Chases fraud department A representative named XXXX told me he had withdrawn all the disputes and that the merchants would receive their payments within 56 business days. However, when I followed up, I was transferred again and again with no one providing accurate information or taking my case seriously. I felt like I was being treated as the criminal, not the victim. 

When I offered the police report case number, the representative acted as though it wasnt important. Even worse, when I called, no one ever verified the password I had set up for my security. I finally visited a Chase branch on Tuesday, XX/XX/XXXX, where a banker did her best to help me, but even she had to call the claims department. I was there because my light company required a letter from the bank stating I was a fraud victimChase refused, saying they dont issue such letters and to use the claim acknowledgment instead. 

Because I paid my light bill via XXXX, I was told the investigation would take 45 days, while the claims letter I received threatened that if I didnt respond, the claim would be closed. I explained that my lights were at risk of being shut off and had no choice but to pay the bill again out-of-pocket. 

Later, I was told Id be responsible for the money that was transferred, and that my disputed bills would be reversed and recharged to my account. I also kept receiving suspicious texts and emails that Chase later claimed were fraudulentbut no one at Chase ever asked me for the password I set up for verification unless I specifically brought it up. Thats a major security failure. 

In the end, I closed my old accounts and opened new ones. Still, Chase locked me out of my online banking. When I called again, I was told only the claim for my light bill was being investigatedall others had been closed, without resolution, without investigation, and without explanation. 

This has caused me undue stress, financial loss, and emotional hardship. I have lost confidence in Chase as a financial institution. 

I am requesting the following : All affected accounts be zeroed out and permanently closed A full and thorough review of every fraud claim filed A written response detailing Chases handling of my case A guarantee that my credit will not be negatively impacted due to this situation and Chases failure to act appropriately If this matter is not resolved, I will file complaints with the Consumer Financial Protection Bureau ( CFPB ), the Federal Trade Commission ( FTC ), the Office of the Comptroller of the Currency ( XXXX ), and any other relevant regulatory authority. 

Sincerely, XXXX XXXX XXXX ( XXXX ) XXXX

Company response to consumer: Closed with explanation