Consumer complaint received 2024-07-11 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: NJ

Complaint narrative:
Here is a list of events : XXXX I am reporting for my specific account- my Chase bank account is linked with my mother 's account. On XX/XX/XXXX, there were three withdrawals of {$9000.00} ( total XXXX XXXX ) - two on my moms account, one on mine ( there was a transfer of {$5000.00} to my account that had {$4200.00} initially, and then a total of {$9000.00} was withdrawn from that leaving me with {$250.00} ). We went to Chase to solve this issue and we are getting our money returned, but in 7-10 business days. We were also told someone talked to a representative claiming to be my mom, physically went to a Chase bank, and withdrew the money from our accounts ( and also provided a Chase representative with a social security number that was not any of ours, which is confusing how they got past security and that number is in the system ). Since the person stealing our identity went physically to a bank, there must be security footage and a better reason as to how this incident happened. In this meeting, I added a security question that the representative told us would be required for us to say verbally if we were to ever come into a physical location as another level of security. With the Chase representative I also added alerts to my account that would alert me if there was any activity in my account that was over {$100.00}. I had my old account that was linked to my moms account frozen and transferred the remaining balance of {$250.00} to a new Chase account which I was told where I would be receiving my funds back on in 7-10 business days. I then paid off the minimum credit card payment I had which was {$70.00}, which left me with {$170.00}. 

XXXX I noticed that the fraud activity on my old chase account that was linked to my moms ( {$5000.00} deposit and {$9000.00} withdrawal ) was transferred to my new chase account. I went to the Chase bank branch and wanted to sort this out as well as requested for information as to how this account now shows activity from my compromised account that I closed. When I went into Chase branch, I was not asked my security question that I set up yesterday and was only asked briefly to show a form of ID ( which means someone could again easily do this with my account and have my account compromised again ). I requested for a written report of all the interactions from the meeting I had yesterday and inquired for more information and the representative connected me with someone on the phone who told me that this is still an ongoing investigation and someone will call me. 

XXXX I checked my email this morning with a low balance alert email saying that my account ( the new account that I opened ) is overdrawn. I checked my bank account and there was a {$5000.00} transfer out of my account to an account number I did not recognize- leaving my new balance to be at a {$4800.00}. I did not receive any text notification or any notification within the app- I only found this out after checking my account. I immediately went to Chase to ask what happened- they connected me with someone on the phone who filed a claim for me. When I kept asking them if they had any information as to who had access to my account to do this and why I did not receive any notification and they refused to answer. They said that they opened an investigation. Later this day I went to my local police department to file a police report as well as request for a subpeona for access to all the phone recordings they have with me regarding this situation as well as video footage from the physical Chase location where the initial fraudulent withdrawal happened from XXXX. 

I was told the original {$9000.00} taken from my old account would be transferred back to my new account within 7-10 business days. I was told once my claim on the {$5000.00} unauthorized transfer on my new account went through, it would take 2-3 weeks to process. I was not given further clarification.

Company response to consumer: Closed with explanation