Checking or savings account -- Managing an account -- Complaint #4898991

Complaint Overview

Complaint ID: 4898991

Company: Jpmorgan Chase & Co.

Product: Checking or savings account

Sub-Product: Savings account

Issue: Managing an account

Sub-Issue: Problem using a debit or ATM card

State: Texas

ZIP Code: 77082

Date Received: 2021-11-10T12:00:00-05:00

Date Sent to Company: 2021-11-10T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

On XX/XX/XXXX my wife received an alert about a purchase asking if she had authorized. She immediately responded NO but got a message back that the issue had already been answered and approved. At this stage we logged into our Chase Banking account and noticed several fraudulent charges ranging from 3 withdrawals totaling {$3000.00} and a {$2400.00} transfer from our savings account. Additionally {$500.00} was transferred from out joint checking into her individual checking. Then a fraudulent purchase to XXXX XXXX for {$2600.00}. These were all tied to XXXX XXXX FL when both of us were physically in XXXX TX ( our home ), additionally neither of us had ever been to XXXX XXXX. All of this was reported immediately as fraud to Chase. They advised the fraud was performed with XXXX XXXX and suggested we immediately disconnect XXXX XXXX account and they were also able to disconnect her debit card from the account as well. We were informed the money would be credited back within 12 hours. After the time frame came and went with no resolution we called yet again to inquire and were apologized and told to allow 24 hours to correct. {$500.00} was credited and nothing else. Several days and several hours of calls later on Saturday XX/XX/XXXX we learned nothing had been done and the claims hadnt made their way to any sort of physical person to review yet. Another few days and between XXXX XXXX we received secure messaging that all claims were DENIED. In calling again to understand why these were denied we were told it was because all were made through XXXX XXXX and to dispute we needed to have documentation from XXXX XXXX someone compromised that account. Mind you this had never been told or suggested once ever before in this process. We were told that until we receive that information and send they can not review and correct. In further researching we have seen that there is an unauthorized sign in on XX/XX/XXXX to our chase banking account from XXXX internet which is likely when the account was compromised first. As it stands we have had $ XXXX stolen from us by Chase Bank and have no clue if we will get our money back. This has all happened with a cross country move scheduled in weeks and we are XXXX XXXX XXXX XXXX XXXX. Reported calls complaints and frustration with Chase has led to no results. We are following up with XXXX XXXX as well now that we finally know to but this is a horrible experience. The Customer agent I spoke to after this was all denied finally asked if we live in XXXX and were there in these dates recognizing that all the charges were from Florida and thinking that was odd. Apparently the claims and fraud department didnt think it was and was happy to DENY our dispute. Please help us.

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