Consumer complaint received 2020-01-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: JPMORGAN CHASE & CO.
State: IN

Complaint narrative:
Back in mid XXXX of XXXX, i became aware that my bank account with Chase bank was overdrawn by a well over {$400.00}. As i took the time to go over my transactions on my account, i was aware of multiple ACH transactions that was taken out of my account from XXXX dated all the way back to XXXX of XXXX. I was not aware of these transactions because most of them hit my account within a couple weeks of each other in XXXX. Once i went over all the transactions that i was not aware of, i immediately contacted Chase Bank and XXXX XXXX department to dispute these transactions on my account. I gave them each transaction that i was not aware of and they filed the dispute and was told that they both would do an investigation. While Chase did their investigation, i was told i would temporarily receive those funds back to the account. I was also told that they would freeze the account so nothing else could be done with that account and to go into my home branch when possible and set up a new account. 

Around XX/XX/XXXX, i went into a Chase Bank location to set up a new account and spoke with a branch rep who set up a new account for me and also contacted the Chase fraud department to see what the status was with the dispute. He was told that he had to give me a form to fill out regarding the claim and fax it back to them so they can finish the investigation. He gave me the form and i filled it out and that form was faxed to the fraud department along with a printed ledger of the transactions in dispute. He mentioned that i should see the funds back on my new account in a couple of days. 

A week went by and I did not hear back from the branch or the fraud department regarding the investigation and the funds being returned back to me. So i decided to give the fraud department a call to see what the status was. And to my surprise, i was told that the investigation was still active, but due to a " 60 day rule '' that Chase bank has regarding disputes, i would not be getting the bulk of my money. The only amount i would get back was {$37.00}. I was told that because of this rule, they only return funds from 60 days of the first transaction that was deemed fraudulent. After hearing this, i immediately went back to the Chase bank and spoke with the branch manager. After speaking with him for well over XXXX hours, he told me he was aware of this " rule '' but based on the transactions that was submitted to the Chase fraud department, he didnt understand why they went all the way back to XXXX of XXXX, when the ledger submitted to Chase started with the first transaction in XX/XX/XXXX, which would have been within the 60 day rule that the fraud department was referring to. 

Well after getting nowhere with the fraud department, i was told by the branch manager to contact XXXX to make sure that they was aware of the fraud. I told the manager i have already called XXXX, but have not heard anything back from them. I told the manager that i will contact them again since they gave me a case number regarding the dispute. After waiting over an hour to get them on the line, and after hours of trying to get a direct answer from XXXX, they finally told me that they determined that the transactions were fraudulently taken from my Chase account and used by a person overseas XXXX  account. They also told me that they closed that persons account and reversed those funds back to the my Chase account. I called back the branch manager at the bank and let him know what i was told by XXXX, and he said that i should see the funds back on the account in about a week at the latest. 

Weeks have gone by and i did not see any funds returned back except the {$37.00} mentioned earlier. I called the branch manager back again to see what the status was, and he called his team and told me he does not see any funds reversed back from XXXX. So after days of going back and forth with XXXX and Chase, i finally got them both on the line at the same time so they could speak with each other to fix this. XXXX confirmed with Chase that the funds were indeed fraudulent and that they confirmed that the funds were sent back to the account. This was in early XXXX i had this call with both of them on the line. 

It is now XX/XX/XXXX. After multiple calls to Chase and XXXX, i have not received my funds back from Chase bank and i have also stop hearing from the branch manager. I called today and finally got him to take my call. He mentioned that he was still waiting on the fraud team on his end. So now i am behind on multiple bills and rent due to this situation as i unfortunately live paycheck to paycheck. I was given this site by a family member to contact in hopes maybe something can be done.

Company response to consumer: Closed with explanation