Consumer complaint received 2019-05-29
Company: JPMORGAN CHASE & CO.
State: OH
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
Whom this may concern, On Monday XX/XX/XXXX, I was affected by fraud. I was in XXXX, XXXX with my fiance on vacation. We spent the whole day walking around the town. Once I got back to the hotel, I went to check on my finances. 

Once I checked, I had realized that someone was able to access my accounts. {$2000.00} USD was transferred from my Savings Account into my Checking Account. Then the fraudulent user sent all of the {$2000.00} through Chase Bank 's XXXX service to themselves. It even has their name listed in the line that shows the amount was sent to them. I suspect they were able to do this because I was on the Hotel 's WiFi which is unsecured. 

That night, I called Chase Fraud and reported the issue. I received the a claim number and was told I would be notified once it was complete. I also had them disable my online account so nothing else could be done. I now have no access to view my CheckingSavingsCredit card accounts. 

Within 2 days I was credited the amount back while the investigation was still on-going. 

I then got home from my vacation on Tuesday XX/XX/XXXX. Once home, I checked the mail and noticed that I received a letter from Chase. It was to let me know that they found that the transaction was authorized, when it absolutely wasn't. 

I then called them and let them know that it needed to be re-opened because this was truly fraud. They then stated that because the fraudulent user was in the same geographical region, and had not changed contact informationpassword information, that they do not believe that it was fraud. 

I then asked how I could move forward to getting this reversed. They then let me know the only recourse I have is to prove that I was hacked on my own and present it to them. 

I have now faxed them information showing that another service of mine was compromised. I have an account with the gaming company XXXX, and just two days after the fraud happened, someone tried to access that account that was not me. Also the same day of my Fraud, my Fiance, who was with me on my vacation, also got her school account hacked and was notified. I faxed all of this information to Chase and am waiting a reply back. 

I then called Chase Online support last night to get my online account re-instated. I wanted to do this so I can see the exact times the transaction took place. I can then check, on my phone, when I actually logged into the application and where from. This should be able to show them that it was not me that did this. 

They informed me that my online account is in a Fraud Status, even though they deemed that this transaction was not fraud. They let me know the only way to get access to all of my accounts again is to go into the local Branch and either close out my existing checking account and start a new one, or Freeze the account. 

So, I now am going to the bank today to do so. I also now have to move out all of my remaining funds, that aren't being disputed, and move them to another bank so I can still pay all of my bills on time. 

I am having a bit of a tough situation to get the bank to reverse this transaction that I truly did not make.

Company response to consumer: Closed with monetary relief