Consumer complaint received 2022-04-09
Company: JPMORGAN CHASE & CO.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
We were informed via text by Chase that a XXXX payment was made from our checking account on XXXX XXXX, XXXX  to a party we did not know, and suspected the transaction was fraudulent. Since it was a Sunday, we were told by Chase when we called that day, that to investigate the matter we needed to contact the claims department, but it was closed until Monday. Upon contacting the claims department on Monday XXXX XXXX, and being told to change the online access profile since it appeared that our home internet network had been compromised, we made the changes recommended by Chase. 
Upon checking the account later that day, we found that it was closed again by Chase due to suspicious activity. When we contacted the Chase claims department the following day, XXXX XXXX, it dawned on us that the changes made online with Chase on the XXXX HAD BEEN READ by someone with access to our home computer! 
Chase confirmed that the online network at home had been compromised and we proceeded to turn off the pc in question and contacted XXXX, the company that provided our home internet access. When contacting XXXX, we noticed on a different computer, that another internet account had been set up with XXXX, in addition to the one that Chase told us had been compromised. Upon repeated requests for an explanation as to how on Earth that had happened, since we had never used more than one account, we proceeded to CANCEL the XXXX account, returned their equipment, and had to acquire a different home network with XXXX. 
We concluded that a data breach occurred through XXXX, and were directed to several offices ( some of them apparently overseas ) that failed to explain to us how that other account had been created. XXXX has not contacted us with any information since the incident. 
We have been requesting Chase that the funds transferred from our checking account to the person whose phone number appears on the XXXX transaction record be returned to our checking account since it was the result of fraudulent activity. They have repeatedly denied our request, stating that their records indicate that the transfer of funds was authorized from our home device, and is therefore consistent with prior activity. 
We had to deactivate the XXXX account due to other attempts ( from the same party ) to withdraw other amounts from our checking account, which were subsequently rejected by Chase due to suspicious activity. What Chase refuses to acknowledge is the fact that less than an hour after the transaction was completed on XXXX XXXX, another attempt was made by the same person, but was rejected by Chase due to suspicious activity. In addition, two other attempts were made on XXXX XXXX which were also rejected, which confirms our conclusion that even after changing the online access information that day, the person had seen the changes made and attempted to transfer more funds. 
We have repeatedly disputed the claim that we authorized the completed transaction on XXXX XXXX since we were at home, but DID NOT send Chase the message that allowed the transfer of funds through XXXX ; it was somehow authorized by the hacker, making it look like it came from our device at home. We never received a request to allow the transfer of funds, we only received the text informing us that the funds had been transferred. The request was evidently diverted by the hacker to prevent it from reaching us. 
We have been dealing with Chase corporate headquarters through their executive office, as recommended by their claims department, since they stated that it was beyond what they could do.

We were told by executive individuals ( by now three different people! ) at Chase corporate offices, that in order to re-open the case we needed to provide independent confirmation that if we are claiming that the pc involved in the transaction was hacked, it was the result of malware or other traceable infiltration. 
We proceeded to bring the pc to XXXX XXXX, a large company that has the means to inspect and clean computers that are victims of malware attacks. We paid to have the pc inspected, and then provided to Chase the evidence that malware had been found and removed from the computer, as they had instructed us to do. 
We were informed last week that the claim continues to be denied since " Chase can not independently confirm that the computer was hacked '', excuse us? 
That is exactly what we provided them with, in addition to other evidence ( provided by Chase itself ) that there had been data breaches to our account prior to the XXXX XXXX incident, and we have all the aforementioned documentation ; however, Chase continues to deny our claim that all those transactions were the result of fraudulent activity! 
It strains credibility, as we have told several individuals at Chase XXXX at the local branch, to the claims department, and to the executive office representatives ), that upon looking at the evidence for the four transactions recorded on XXXX XXXX and XXXX, we would only authorize the one that was completed ( the first one ), and accept the fact that Chase rejected the remaining three. If the first one had been legitimate, shouldn't we be requesting that the other ones be allowed as well?

The fact that Chase rejected all but the first transaction, along with the evidence we have provided that our device was indeed hacked, shows evidence of fraudulent activity for all of them!!

We have received statements of solidarity and sympathy from individuals at the executive office, but no resolution at all! Chase refuses to admit that we have made the case for our affirmation that all those transactions were fraudulent. Going to the local branch provides no support, as these poor folks agree with us, but seem utterly unable to help us. 
We had filed a police report where the incident is classified as petit larceny, and provided it to Chase along with all the other documentation. We are prepared to pursue this unjust and completely unprofessional matter to its eventual resolution.

Company response to consumer: Closed with explanation