Consumer complaint received 2024-12-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: KY

Complaint narrative:
On Sunday XX/XX/year> there was fraud on my Chase bank account at a XXXX XXXX in XXXX  somewhere totaling {$34.00} dollars. Chase contacted me via text asking if it was me to which i responded no. Fraud was determined, I was given my money back, my card was canceled, and a new one was sent out. I never received that card, and on Friday XX/XX/year> there were fradulent transactions out of XXXX XXXX  totaling {$2700.00}. The transactions were as follows : XXXX # XXXX {$1500.00}, XXXX XXXX {$900.00}, and XXXX XXXX {$300.00}. All of these transactions are listed as in person. These transactions were noticed around XXXX XXXX  the XXXX and I alerted the bank to the fraud. They opened a fraud case/claim for these funds and said there would need to be an investigation before they could release the funds. I was able to find out from an employee at a local Chase branch that on the XXXX a man who was not myself walked into a XXXX branch location and tried to withdrawal {$4800.00} out of my checking account. The exact note in my account from the teller states " Client was very nervous and chatty, wanted withdrawal of {$4800.00}, once asked for ID, he stated his friends left for his wallet. Be cautious. '' That was flagged as an alert on his account. It took about a week for Chase 's fraud department to get back to me and when they did it was to tell me they were denying my claim. They said the chip and pin was used on a card I had never received and I would have to prove to them it wasn't me that made those transactions. I decided to do my own research at that point. I called the asset protection department at XXXX and alerted them of the fradulent transactions. XXXX was very helpful and found the video footage of the person who made the transactions. He also asked what race I and we were able to at least confirm that the person making the transactions was not XXXX  and definitely not me. He saved the footage and the receipt for law enforcement and told us to file a police report which we have done locally and I will attach below. Somehow at some point along the line someone went into my account and changed my mailing address to a XXXX mailing address. On Thursday XX/XX/XXXX at XXXX XXXX  I was alerted to an attempted charge at a XXXX XXXX in XXXX XXXX  totaling close to {$1000.00}. That transaction was stopped from going through and a new card was sent out making that debit card number 4 since the start of all this on XX/XX/XXXX. I subsequently found out that 4th debit card was being sent to an address in XXXX. I went with my partner to the Chase branch that very same day by us AGAIN to try and figure it all out. We ended up closing my accounts for being compromised and opening new ones. I have no idea when the address change took place. I was not alerted to said change to my account by Chase. Aside from the initial fraud on the XXXX of XXXX when Chase was very helpful and prompt, their response the second go around starting XX/XX/XXXX has been nothing shy of atrocious. They made zero effort to do any investigation on their own of the fraud. They never even noted the alert on my account from the branch out of XXXX about the person trying to withdrawal {$4800.00}. They made zero effort to get any video footage or proof themselves and just left me high and dry. The fraud case was supposed to be reopened but the last time i checked in the chase banking app it had not been. I was able to attach all of my proof of being in XXXX XXXX  that day to the closed claim and called the fraud department to make sure they had received it all which they had but there is still zero resolution from them. I am attaching the following : The transaction records of the fraud, text from Chase about XXXX XXXX fraud, a screenshot of the banks computer screen with the warning about the " client '' who tried to withdrawal money from my account, an XXXX trip I took that evening to the bar to meet my partner and the police reports. I fully intend to proceed with the Attorneys General office about this matter as well.

Company response to consumer: Closed with monetary relief