Consumer complaint received 2025-01-08 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.

Complaint narrative:
XX/XX/XXXX I received multiple emails from Chase bank about my bank account losing access to it's linked services and my savings and checking accounts being frozen. 

I call the bank when I wake up to see what's going on. I was told that there was a new signor who I've never heard of before onto my account who, afterwards, withdrew all the money from my savings and checking account totalling the amount of {$11000.00} XXXX. I let them know that I've done no such thing and that I'm currently out of the country so I'm physically incapable of adding a new signor. I ask them what the requirements are to add a new signor and I was told that I needed to be present at the bank with the new signor with 2 pieces of identification. Because it was impossible for me to have done that, I was told that I was a victim of an identity theft and I will be sent a check of {$11000.00} to my current address in XXXX XXXX. Overall this is very frustrating because I can not pay my creditcard anymore because the bank closed both my accounts and I'm not in XXXX to go to a branch to open a new one. 

XX/XX/XXXX I make a call to Chase 's fraud department to figure out what's happening to my reimbursement check. I was told that they accidentally sent it to my old address in XXXX ( which I specifically told them not to send it to ) instead of my XXXX  address. They let me know that they will void that check and send me another one to my Korean address. 

XX/XX/XXXX When I came home, I notice a letter from Chase Bank which I assumed it to be the check. When I opened it, it was a letter saying that they needed more information before they can send the check out, which was odd since it was sent out in XXXX. I make the call to the number written on the letter and I answer more security questions and retold what happened. At the end, they told me that Chase will contact me for more information if needed. 

XX/XX/XXXX I call Chase 's fraud department because I still haven't received my money after all this time. During the call, I was told that the claim was denied back in XXXX and I won't be receiving anything. I ask them why I haven't been told about any updates and I was told there's nothing they can do and try to end the call. Frustrated, I escalate it to his supervisor to ask about why the claim was denied. I'm told that because the signor was the one who withdrew from the account, it was deemed that it was not fraudulent. I objected saying that I've already told the same story multiple times over the past 2 months and asked them how would I be able to add a new signor if I'm not even in the country during that event. They only told me that they can not help me and I would need to visit a bank branch in United States. I told them it will cost a lot of money and time to do that and asked if they will compensate me considering it's their failure to do a proper security check but it was declined. 

I'm at my XXXX XXXX end and I'm genuinely not sure what to do at this point. Sorry for making this lenghty, I hope someone can help me.

Company response to consumer: Closed with explanation