Consumer complaint received 2022-09-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
By XXXX XXXX, the bank notified us that our claims for {$10000.00} had been denied again. The reason they used was that they thought it was not fraud because someone used valid ID to withdraw the balance from the counter. I have contacted the bank immediately to state that I have proven the evidence showing my absence during the period when the withdrawal happened, but the bank unreasonably refused to believe what I said. 
I want to emphasize that on XXXX. XXXX, 2022, we received the blank affidavit from the bank to request us to declare that the money was not withdrawn by us, the owner of the account, in order to have the case reopened. We filled the affidavit and sent the copy to the bank immediately. The affidavit was sworn before notaries in the New York XXXXXXXX XXXX XXXX XXXXXXXX. ( The affidavit is attached. ) The bank received the filled affidavit but never promised to reopen the case as they promised before. ( The letter stating that they would reopen the case after they received the affidavit is attached. ) Unacceptably, they now refuse to believe what has stated in the affidavit which we have sworn that we have never withdrawn that {$10000.00}, and they say it is not fraudulent. 
The factor is that it is 100 % true that we had never withdrawn that unauthorized withdrawal from our account. We have repeatedly provided our evidence showing the owner was not in the United States during the amount unauthorizedly withdrawal. We have sworn to the notary that we never withdrew the {$10000.00} and it was withdrawn unauthorizedly by someone else, so how can the bank deny these factors? How can the bank deny what has been stated in the affidavit? How can the bank draw the conclusion that it is not fraudulent before so many pieces of evidence? How can the bank keep telling lie in front of so many pieces of evidence? 
The factor is that someone unrecognized and unauthorized illegally used my identifications to withdraw my balance from my account. This is completely illegal. The bank did not do their jobs properly which they did not check the identification and match the face with the picture on the identification. They also did not check the validity of signatures on the withdraw note. They have responsibility to cooperate with the police to start the investigation. 
The bank clearly knows that the police needs a letter stating that the bank remains my case open so I can successfully file a police report. However, they kept insisting to let us file a police report first then they can start the investigation. This is absolutely irresponsible and rude. It is clear that the bank has responsibility to reopen the case immediately so we can file a police report, and it can not be done in an opposite way. The bank knows that clearly. They should stop lying that saying it is not fraudulent, but in contrary, it is 100 % fraudulent. It is not the right for the bank to determine it is fraudulent or not before the intervention from the police forces. Therefore, they need to stop telling me it is not fraudulent but cooperate with the police to just reopen the case so the investigation can be started right away. 
The attitude from the bank needs to be improved. The representatives were sometimes extremely rude and impatient, and sometimes they just hang up the phone. It is not me wanting to talk to the bank but the bank did not take their responsibilities so my money was unauthorizedly withdrawn by others. If they did their jobs properly, and my money was still there, nobody wants to spend XXXX XXXX every day to call them. 
Once again, the bank needs to read this, and reopen the case right now. The affidavit has proven what we said is true that we did not withdraw the {$10000.00} so the bank should stop saying it is not fraudulent. They have to open the case so we can file the police report and make the case moving forward.

Company response to consumer: Closed with explanation