Consumer complaint received 2024-02-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: JPMORGAN CHASE & CO.
State: NJ

Complaint narrative:
We would like to file a complaint against JP Morgan Chase for gross negligence when handling customer accounts, resulting in total {$18000.00} being taken from two of my accounts without my permission ( case numbers from Chase : XXXX and XXXX ) Incident : on XX/XX/XXXX, Chase fraud department called us on a suspicious activity, {$9000.00} was withdrawn from our ( me and my spouse who is joint on the account ) checkings account at a Chase bank branch. Upon further review, we informed Chase that in fact a total of {$18000.00} was withdrawn from two of our accounts. To the best of our knowledge, none of our information have been compromised ( we have our debit card and ids all in our possession, we have not shared pins with anyone or taken any action that would have compromised our information ). Per Chase, the transactions happened at a bank branch, in person with a teller, out of our state. 

We would like to file a complaint on Chase in that we believe that Chase has been grossly negligent in handling our accounts, we ask that Chase promptly refund the credits we are entitled to ( the bank has failed to refund in full, while informing us that following their investigation, all of our fraud claims have been approved ). 

1 ) We do not believe the bank exercised any due diligence in properly identifying the customer, causing our personal information to be compromised. 

a. The perpetrators would not have had our debit cards, PIN numbers, or IDs, our authentic cards and IDs have been in our possession, we have not shared pins with anyone. We believe Chase might have reset our pin for the perpetrators without our permission via fraudulent ID ( this is our suspicion, as the transaction slips said pin code authorized ). 

2 ) the bank failed to exercise basic caution against potential fraud a. the perpetrators and cash withdrawals were not even in the same state in which we reside. 
b. a simple review of past transactions readily available to a teller would have revealed that the account has not had such large cash withdrawals in years, if ever in the 14 years I have been a customer at Chase. 

3 ) Chase failed to appropriately assess extent of the crime, which could have been done with a simple review. This almost deprived us of the right as customers to file the appropriate number of claims. 

a. Chase informed me that XXXX was taken from our checkings account, I called to make sure no other illegitimate transactions happened, Chase neglected to tell me that there was another XXXX taken from our savings account. My husband discovered a second XXXX taken from the savings account. Had my husband not double checked via his online banking, we would not have been able to file appropriate claims we are entitled to. 

4 ) Chase failed to honor our fraud claims, despite approving them. After reviewing our claims ( two claims, XXXX each ), Chase only returned XXXX of our funds, despite informing us that both of our claims on two accounts have been approved. We called repeatedly on the second claim, received repeated reassurances our second claim has been approved, yet the bank informed us today ( XX/XX/XXXX ) that the claim has been closed, without refunding us of the remaining XXXX. 

For the three reasons above, wed like to file a complaint against JP Morgan Chase for gross negligence when handling customer accounts. We ask that 1 ) Chase promptly return the remaining {$9000.00} taken from our account, 2 ) Chase promptly disclose to us the causes of the successful fraud incident and full results of the investigation so we understand the extent to which our information has been compromised by the bank, and 3 ) we ask that regulators scrutinize the Chase for its negligence in handling basic transactions, to avoid such instances for other consumers. 

Regards, XXXX

Company response to consumer: Closed with explanation