Consumer complaint received 2021-03-08
Company: JPMORGAN CHASE & CO.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Credit monitoring or identity theft protection services
Sub-issue: Problem with product or service terms changing

Complaint:
My Chase Bank Business account was compromised on XXXX XXXX and have spent over seven days calling the Business customer service, Customer Protection Group, Online customer specialists, and spent 6 hours talking to the branch manager but issues were not properly addressed and taken care. I kept getting bounced around from department to department and get a full picture. 

Here are some other details of what I gathered so far. 
1. On XXXX, someone tried to log in online to my business account and failed. 

2. At XXXX XXXX on XXXX a person called in to the consumer business banking department and convinced the rep to change the email over the phone to on my profile. According to Chase, that person provided my business credit card number, full name, 3 digit security code on the back, and my personal credit card number and the 3 digit security code. But they were vague as to whether my mother 's maiden name was indeed provided by the perpetrator. As to why the rep would change this when there was a failed attempt to sign in online by an unknown device is disturbing since credit card numbers can be easily obtained from even stores. They would not provide the rep 's name who helped the perpetrator and would not cooperate to provide any more details. For a week, they could not even trace when that fake email was added on the account. I kept getting told that a supervisor was not on duty or unavailable who can help me resolve the issue. When I finally got connected to a supervisor after trying for 6 days straight while I kept getting locked out of my bank accounts, I was told by a supervisor from the Customer Protection Group from Chase and also from another rep from the same department that there is a recording of it but refuse to provide any further details. 

3. Minutes later Chase rep let the perpetrator update a fake email on my profile, a password reset was sent to the fake email XXXX. Within minutes starting XXXX XXXX  EST on XXXX, reward points started being redeemed on my personal credit card ending and points were moved to and fro from other accounts. Looks like there have been a total of 24 transactions. While all this was going on, I called into Chase bank at least 8 times and talked to over 10 different individuals why I kept getting kicked out of my account starting XX/XX/XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Even still, there continued to be fraudulent activities from XX/XX/XXXX through XX/XX/XXXX and any investigation or details until I discovered researching what was happening to my account. 

5. When I finally looked at the transaction history on my reward points, a strange name, XXXX XXXX appeared and the numbers of four different Chase accounts that aren't mine were involved and recorded where my points were being transferred over to them. This shows that other Chase accounts were also compromised. 

All of our business accounts were frozen and impeded the business from XX/XX/XXXX until today, XX/XX/XXXX. Neither the Customer Protection Group, Online Technical Department, nor the Consumer Business Banking Department were able to give a full picture or resolve the situation. Chase has returned the missing reward points and reissued the two credit cards but have not taken any other responsibility for my time, the breach of personal information, nor my inconvenience, or was able to ensure trust that my accounts are fully protected. All I was told yesterday is that since I filed a police report, I will have to contact the police officer to call their law enforcement department and it will take months to investigate and they will determine whether to investigate or not. 

Chase has done a great disservice by not properly protecting customer information, the coordination of different departments, and their protocol to resolve issues with the customer. Chase needs to be investigated as to whether this is not an inside job and why there's such poor response to fraudulent activities and there seems to be no customer service in place to help the customer reinstate trust and understanding.

Company response to consumer: Closed with explanation