Consumer complaint received 2024-10-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: JPMORGAN CHASE & CO.
State: AZ

Complaint narrative:
To whom it may concern My name is XXXX XXXX, and I am a XXXX XXXX XXXX XXXX XXXXXXXX XXXX, located in XXXXXXXX XXXX I am seeking your assistance in recovering {$24000.00} that was fraudulently withdrawn from my business account. 

On XX/XX/year>, I received emails from Chase Bank notifying me that external apps had been linked to my business account. I immediately visited the XXXX branch at XXXX and XXXX to remove the apps and secure my account. Following the fraud teams advice, I updated my online credentials and was assured that no transactions were pending, and no sensitive information had been compromised. 

However, on XX/XX/XXXX, a fraudulent transaction of {$24000.00} was posted, with the transaction date listed as XX/XX/XXXX. I promptly reported the fraud to the same branch, opened a new business account as instructed by XXXX, and was relieved when the full amount was refunded on XX/XX/year>. 

During this time, I also discovered that {$2900.00} worth of credit card points had been fraudulently redeemed for cash back on XX/XX/year>. I reported this additional fraud to the branch and successfully had the points restored on XX/XX/year>. 

On XX/XX/year>, however, XXXX reversed the initial claim and withdrew {$24000.00} from my business account without prior notice. The business banker who filed the original claim informed me that XXXX was seeking evidence of the fraud and had been instructed to appeal the decision using internal notes from the credit card fraud team as support. 

On XX/XX/year>, XXXX, the XXXX XXXX XXXXXXXX, explained that XXXX had denied the claim, classifying the fraudulent transaction as a legitimate business expense. He was provided a XXXX number to call in order to dispute the transaction. XXXX also informed me that he had escalated the case further with internal branch emails, but the decision remained unchanged. On XX/XX/year>, the case was forwarded to the XXXX XXXX team. 

On XX/XX/year>, I filed a complaint with the Arizona Attorney General 's Office and afterward received a call from XXXX at XXXX XXXX XXXX, advising me not to take further action as they were working on the case. 

On XX/XX/year>, XXXX informed me that the fraud claim was denied because the merchant information had not been provided. She provided me with the number XXXX, confirming it belonged to XXXX. I contacted XXXX and was informed that the transaction could not be disputed because no claim had been filed against it. XXXX then relayed this information to XXXX. 

On XX/XX/year>, I followed up with XXXX and was informed that they were waiting for a response from the XXXX team, which would take 23 days. It seems XXXX has not notified Remitly about the fraud or requested a reversal, as the merchant information was not provided, classifying it as a legitimate business expense. 

On XX/XX/year>, I followed up with XXXX regarding any updates, but there had been no response. I then created a case with the XXXX client support team for more information. 

On XX/XX/year>, XXXX informed me that the user responsible for the fraudulent transaction had been banned from their platform due to multiple instances of fraud, but they were still investigating the case. I called XXXX at the XXXX XXXX to share what I had discovered and was told that an XXXX reversal had been requested on XX/XX/year>, which would take 35 days. 

On XX/XX/year>, XXXX indicated that they were still investigating and would follow up soon. 

On XX/XX/year>, XXXX, the branch XXXX at XXXX and XXXX, declined my request for a meeting and could not provide any further information regarding the case based on XXXX direction On XX/XX/year>, XXXX stated they were unable to find an account associated with the transaction and could not take any further action. They advised me to reach out to XXXX for further assistance. 

I am at a loss regarding what more I can do. After noticing suspicious activity on my account, I confirmed with XXXX that no fraudulent transactions had occurred. However, the very next day, an unauthorized transaction of {$24000.00} was processed. I reported it immediately, but I have still not been able to recover the funds. When XXXX reversed the claim on XX/XX/year>, the bank balance fell to negative {$10000.00}. I had to repay XXXX first in order to continue operating my restaurant. Im concerned whether XXXX can access my account and withdraw funds in excess of my balance without any authorization or notification. This loss is causing significant financial hardship as I struggle to keep my restaurant running. 

Given the severity of the situation, I respectfully request your assistance in resolving this matter. Thank you for your time and attention. If you need any further information, please feel free to contact me at XXXX or XXXX. I look forward to your response and hope for a resolution. 

Sincerely, XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX

Company response to consumer: Closed with explanation