Consumer complaint received 2025-10-27 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
On XX/XX/XXXX of XXXX, my husband received a notification from Chase Bank app asking if he is in XXXXXXXX XXXX around ( XXXX ). He wasn't able to reply NO and he signed on to the app and realized that {$45000.00} was taken out of our savings account. He went to our local branch quickly to see what was happening. The bankers informed him that the transaction can not be stopped since it is in pending status and they can restrict our account and then open a new one. The bankers assumed that it probably was a bank computer error so they told us to wait 24 hours to see if the pending status will clear up and that we will get our money back. If it doesn't by XX/XX/XXXX, my husband has to get a police report and complete the unauthorized signature or forged item declaration document. 

On XX/XX/XXXX, we realized from our phone Chase app that the money was actually withdrawn. He went back to Chase and spoke to the bankers. They were able to tell us where it happened. My husband went to the Police station and they said that they can not complete the report since it's not under their jurisdiction. So, on the following day on XXXX XXXX, he took off from work and drove to XXXX, NY. He completed the unauthorized signature or forged item declaration with one of the bankers and also, he filed a police report with the state police. The bankers in XXXX said that the person who committed fraud went to the tellers to transfer the money. The bank manager also told my husband that they froze the transfer so we should receive the money. The banker faxed the two documents to the claims department. My husband was told to wait 3 to 5 business days. 

On XX/XX/XXXX, we went to our local bank to check the status of our claim. The banker found out that the documents were not received so the claims department closed the claim. She informed us that it is possible that the banker from XXXX did not check if the documents were verified and received from the claims department. So, she faxed it over while she was on the phone with representative from claims and they made sure that everything was received. The representative told us that it will take XXXX to 5 days for them to process the claim. 

On XX/XX/XXXX, we called the claims department to see the status of our claim. They were not able to give us an answer. Due to frustration from our end, they escalated the claim and we spoke to the supervisor around XXXX. She heard why we were frustrated with the process. She said that it took a few days for the documents to get into someones hands. The person who was in charge of handling the claim received the documents on XX/XX/XXXX and that we should give them 3-5 business days to resolve it. 

On XX/XX/XXXX, my husband went to the local branch to check the status. The banker called and found out that the police report was missing. The banker said that this is not possible if she verified with the rep from the phone that the report was received along with the unauthorized signature or forged item declaration document on XX/XX/XXXX. We are very frustrated with how Chase is handling our claim. We want our money back as soon as possible since we are in the process of purchasing a home. Our closing will be in XXXX and we need that money back. The security measures that Chase takes are minimal. It is a disgrace.

Company response to consumer: Closed with monetary relief