Banking problem

Parent Cafe
1

I’m hoping someone will have a suggestion for me. I have had checking and savings accounts at Chase for several years. The checking account was my main account - received direct and other deposits, paid bills. When I lived in NY there was a branch nearby, but earlier this year I moved to MA, where Chase has no banks. Recently (for unrelated reasons) I decided to switch to a bank here. I’ve been waiting for all my direct deposits to be switched (I had to wait for the September payment for one) and I had to change all my bill paying arrangements, then I planned to close the Chase checking and savings accounts. I still have 2 credit cards with them.

About a month ago, I transferred some money from Chase to my new bank account. I had gone through the procedure for setting up inter-bank transfers, they transfer two small deposits into that account, I have to enter the amounts on their website. A couple of days later, I received an email saying that my transfer had been canceled. I tried to log in to find out what happened, but my online access was disabled. I called them, and I was told that I would have to go into a branch with two forms of ID. After some frustrating time on the phone someone finally took information from me over the phone and restored my online access. I was not able to find out the reason that my account had been locked. I set up the transfer again and it went through.

A few days ago I set up another transfer to the new bank, preparing to close the Chase accounts. I’d also downloaded much, but not all, of the information I wanted to save - statements, check images, images of check deposits, proof of payment for bills paid.I received an email yesterday morning saying that my transfer had been canceled and, yet again, my online access was blocked. I called and was on the phone for over an hour. First I was told, over and over, that the only thing I could do was to go into a branch with 2 forms of ID. After being transferred multiple times I was finally put in touch with someone who told me that the reason they had locked my account was that on the previous day, someone had logged into my account, using my ID and password, from outside the US. And did not do anything or attempt to do anything with my acccounts. I was shocked at this; I have pretty good security, never use my phone, use my laptop from only two secure wireless routers. And I have nonsense passwords that are changed frequently and not re-used. I was told that my only option was to close the two accounts I had and open new ones. I said that I needed the documentation from the current account, they told me it would be lost. Finally I was told that someone from a department that handled setting up new accounts online for people whose data had been compromised would call me soon. Well, it’s been 30 hours and no one has called. I received another email this morning saying that my transfer had been canceled.

So what now? I don’t really believe the story about someone logging on with my credentials from outside the US - and then doing nothing? And it doesn’t make sense that they would have to set up new accounts in order to give me online access. They could just change the username and password, right? What difference does it make that I would have new account numbers?

At the moment, I have no access to my account. I have no idea what is going on with it. I am unable to download documents that I need, including credit card statements that I need to go through for my taxes (due under extension next week).

Any suggestions?

2

Another reason I don’t believe their story about the login from outside the US is that they didn’t tell me this when the exact same thing happened before. they just restored my online access (after a long time on the phone).

And if someone did have my login information and used it, why wouldn’t they call and email me about that? Wouldn’t it be likely that other information would have been compromised if this had happened?

3

You need to get on the phone with Chase…and speak to a supervisor.

4

I’d keep calling until I got a supervisor and his/ her telephone number. Under the circumstances, I know this won’t be helpful but the one thing I wouldn’t do is answer a call from a stranger identifying themselves as a Chase employee and be offering up any personal info (SSN,DOB, ETC).

5

Since Chase has told you that someone tried to log onto your acct from outside US, maybe call Chase’s fraud number, explain what’s happened, and see if someone can direct you to someone helpful.

6

Thank you for all the suggestions. I called tonight and asked for a supervisor; I was transferred several times and ended up speaking to 5 people, and I was on the phone for well over an hour, but everyone I spoke to was intelligent, straightforward, and helpful - and no one told me any lies. Maybe they have better people working in the evening? Yesterday morning I spoke to dolts who told me a number of lies.

It is not true that someone used my login credentials to access my account from outside the US. It is also not true that my email account was compromised, as I was told yesterday (I never believed this because (1) I’ve never put banking information in an email and (2) how could they possibly know this?)

This is what caused the problem. Over the weekend I logged in several times to download statements, check images, images of deposited checks. I’m preparing to close the Chase accounts and because they’re paperfree I don’t get anything in the mail. Apparently the fact that I viewed check images triggered a security alert.

My online access has been restored, with new ID and password. I went on again and downloaded the information that I still needed. When I first logged on, I was worried because my balance was low. It turns out that the interbank transfer went through, after all that.

7

Glad you got it worked out with REAL answers. Also, glad you’re leaving that banking relationship. What a ridiculous process you had to go through!

8

Even if I hadn’t moved 200 miles away, I would not have wanted to go to the branch in person to solve this! I understand the need for security but this is going too far.

9

I had an opposite problem. I am quite sure someone login to my account. I had scheduled payments that disappeared a few days later. I do have senior moments but not this time. I think someone was checking to see if my acct is legit before buying stloen info. My bank won’t do a thing. They have no record of it. I changed acct name and password and monitor it frequently.

10

Glad it worked out for you. I thought the excuse of logging in from a foreign country was absurd. I sometimes log into my account when overseas. Never a problem, but this isn’t Chase. I thought perhaps different banks were different, but being given a false story makes more sense (although the run around is disgusting!)

11

Well, I’m back on the phone with Chase. The transfer went through, and the money disappeared from my Chase account on Oct 2. It appeared at the other bank on the 4th - but then Chase took it back! So now it’s in limbo, I don’t have it in either account. Presumably it will appear again at some point in my Chase account, and then I will have to try to transfer it again - losing access to the money for an entire week, at least.

Just to make the whole thing more infuriating, for both transfers the status icon says that the reversals were initiated at my request.

12

Would it be easier if you were to write a check to yourself to be deposited into the new account. You probably could do it via your phone. It may be easier than doing a transfer.

13

And this is why Chase is ‘too big to fail.’ No matter what they do, they can’t fail because congress said so.

14

is it over 10K?