Consumer complaint received 2024-05-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Overdrafts and overdraft fees
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
I discovered someone had withdrawn {$3.00} from my bank account after walking into a branch in XXXX XXXX Thursday, XX/XX/2024 and used a fake ID. I did not realize this had happened until XX/XX/2024. I went to a local branch on XX/XX/2024 to report the fraudulent activity after being advised by someone in customer service after I contacted Chase via phone and reported that I was able to see that someone took the money from my account. I was able to validate this by reviewing my online statement. I went into the branch and reported what had occurred. At the branch, my old account was cancelled. I showed my driver 's license and debit card as proof of my identification. I was told it would take XXXX business days for my money to be replaced. On Friday, XXXX XXXX XXXX, I contacted the bank as a follow up because I realize that my funds had not been replaced. I contacted the claims department to find out why my funds had not been replaced. I was told I needed to fax a copy of my driver 's license to validate proof of identify and that my funds would then be replaced within XXXX business days. I faxed a copy of my driver 's license and my passport to validate my ID as well as include the claim number and my new account number as I was instructed to do. 
I checked my bank account again on XX/XX/2024 and I find that my funds have still not been replaced. When I contacted customer support in the claims department, I was told that they had not received the fax information. I told them that I had faxed the required information on XX/XX/2024 and I received a confirmation of the fax and could email it or refax it to them as proof. They told me that I needed to go back to a branch and refax the information again from the branch. They would not accept the confirmation email I had to show proof of the fax that I sent with the required information. I have already had XXXX accounts that were rejected due to lack of funds and I expect more rejections to come. Chase stated that I needed to go back to a branch and refax everything and use my old account number instead of the new one that they issued. This is the rationale for why my claim is not being processed even though I provided the claim number and the account number in the fax I sent. 
At this point, I know they are stalling because I have gone into a branch and produced proper ID with XXXX bank employees who made copies of my ID and I have a fax confirmation that shows all the information they requested that included my ID, claim # and new account number. 
Per CFPB rules, Once you notify your bank or XXXX XXXX about an unauthorized transaction ( that is, a charge or withdrawal you didnt make or allow ), it generally has XXXX business days to investigate the issue. The bank or XXXX XXXX must correct an error within XXXX business day after determining that an error has occurred. Your bank or XXXX XXXX then has XXXX business days to report its findings to you. If the bank or XXXX XXXX cant complete its investigation within XXXX ( or XXXX ) business days as applicable, it must generally issue a temporary credit to your account for the amount of the disputed transaction, minus a maximum of {$50.00}, while it continues to investigate. The bank hasn't reported any findings to me nor are they issuing a temporary credit to my account for the amount of the disputed transaction. Again, someone used a fake ID and was able to walk into a branch and signed a withdrawal form to withdraw money from my account. The bank even stated that it was obvious the signature was not mine.

Company response to consumer: Closed with monetary relief