Consumer complaint received 2025-03-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
Hello. 

My husband, XXXX XXXX who is a veteran XXXX, and served XXXX XXXX  to protect this country. And I, a normal citizen who believed that Chase bank would have my familys interest at heart JUST AS common decency. But no. Here we are. 

My husband opened a checking account with Chase Bank back in XX/XX/XXXX and its a joint account. I just wan na say that the fraudulent activity that took place in my account on XX/XX/XXXX No one in the call center nor in the branches believed that my husband and I had been in fact hacked. All of our money was taken out and XXXX mortgage payments from XXXX XXXX XXXX  who is our mortgage lender and one payment of {$1200.00} to Child Support to the state of Texas that my husband has to pay monthly Someone within Chase on XX/XX/XXXX because that is exactly what they stated to me and my mortgage lenders supervisor that I XXXX XXXX Called in and stated that my mortgage was paid off and I was being overcharged XXXX  months, and I also decided to ask for {$1200.00} back from Child Support because I had found another way to pay for it. On XX/XX/XXXX, I took out a payday loan from a lending merchant that I use quite frequently and have a good relationship with, for {$1500.00} and I actually was going to spend it with my son whose birthday was XX/XX/XXXX the following day. And then deposit the XXXX The process was exactly the same as the original merchants website same questions everything there was nothing for me to suspect that there was a person trying to take my information and so as the night progresses Chase Bank calls me to verify that this merchant under the name of XXXX XXXX XXXX Has indeed deposited {$1000.00} in my account for my approved {$5000.00} loan. Now is Chase Bank is on the phone with me. They say I have to return it via cash app and I have to do it quickly so I can get my loan the reasoning and doing this was to see if the bank account was in fact Working I guess again I thought nothing of it of course I did my due diligence. I sent the money the XXXX dollars back through XXXX XXXX  which I have photos of and text message messages of with whomever was on the other side my husbands merchant that he borrowed {$1000.00} from earlier that evening also asked him to do the same thing to return that money back. 

My husband obliged and sent the money back through cash app as well And his transaction ended up being {$1600.00} so of course they asked for more money and my husband never seen the actual deposit of this XXXX dollar loan same thing happens to me the next day where the merchant XXXX  XXXX  XXXX states that theyve deposited {$3000.00} from this {$5000.00} loan into our account and that I am to return it via XXXX XXXX again I have all the debit cards and names that they provided phone numbers everything that you need. I have photos of itand I didnt due diligence. I sent it and I did my due diligence. I sent it firmly believing that it was the XXXX XXXX XXXX as it turns out I come home after going to the hospital and my husbands phone is ringing I pick it up and this guy is screaming at him telling him youre not gon na get your {$5000.00} loan because {$3000.00} were just taken out of your account I thought to myself its very strange. Why is there another person on my husbands phone knowing how much money was just transferred out or in it so I decide to investigate, and as it turns out, I realize that there have been claims made on my account and my husbands account by someone stating that they were me and like I said that my mortgage payment was paid off and they were being overcharged and I also noticed that {$1200.00} for child support was also credited to the account that same day all of it so I immediately called Chase and they investigate for me and they tell me that they cant do anything because I committed all of the cash app transactions. I said OK but I have photos and everything I even have an incoming call from Chase Bank stating that they knew about this {$5000.00} loan and what I was to do about it to get the full funding. The gentleman proceeded to tell me that theres nothing he could do and my husband and I were basically responsible for all of these reverse payments to these lenders, which was Child Support and our mortgage company not only did I proceed to fight for about two weeks with every single call center agent from Chase Bank. They also had the audacity to call me a liar to tell me that my story was changing that I am not allowed to have the recorded phone calls that we have with them every time we call because it is illegal. I had another agent. Tell me it was an internal service that clients can not have copies of recorded calls. I have filed a police report. They are working on getting a detective and the deputy working on this case for us is deputy landing from XXXX XXXX sheriffs office in XXXX Texas. I have email exchanges with this deputy that yes I was fooled however, how was the bank not realizing that they completely failed to verify with each person that I requested reverse payments from. I have had bank tellers in person tell me and my husband that the money that was left in the account I forgot to mention that Chase Bank actually restricted access to my husband and Is account as if we were the ones who stole the money from the bank or did something wrong anyway they proceeded to tell us that we would get the funds that were available within the account and I have statements that state how much was in there at the time and it would take 10 business days to have that check in the mail I called on XX/XX/XXXX and I was requesting the status of the refund to check as it turns out they tell me that my husband and I owe XXXX something dollars basically we are negative and owe Chase Bank all of that money I said where the XXXX is the money that was in there well no one and I mean no one from Chase Bank called me to verify that XXXX XXXX yet again reverse these payments from the mortgage lender and the Child Support Im sorry I didnt. They stay in the beginning of this entire ordeal that it was mine and my husbands responsibility to figure out what we were gon na do about the reverse payments that were made on XX/XX/XXXX and then all of a sudden the money was taken out of our account again I can not steal all this. This is what they are telling me because they have restricted access to the account for both of us Chase Bank has failed us completely. We are on the verge of losing our home. We are trying to get payday loans to try and catch up with the bills that they have wrongfully taken out of our account and no one is speaking up as to who verified that phone call on XX/XX/XXXX stating that the person passed all verification processes, what were they voice recognition date of birth name and something else I said OK put me on the phone with the teller that verified all this and please tell me the time I XXXX you not they hung up on me please please I am begging you help me and my family because we did nothing wrong. I have all pictures I have asked for audio evidence and their fuse. Im going to hire a financial attorney and I just need your help in figuring out how to recover from this because my family and I are struggling immensely again my husband is a veteran and he has done nothing wrong. He has done nothing wrong and has tried to do the right thing by his family and Chase Bank has completely overlooked us as if we are no one thank you.

Company response to consumer: Closed with explanation