Consumer complaint received 2023-01-23
Company: JPMORGAN CHASE & CO.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
XXXX XXXX Projects XXXX XXXX XXXX XXXX XXXX XXXX Activity CLAIM XXXX ORIGINAL CLAIM NO. XXXX FRAUDULENT DEBIT TRANSACTIONS TOTALING {$49000.00} HAVE YET TO BE RETURNED TO XXXXXXXX XXXX XXXX XXXX XXXX XXXX 

The below sequence of events was compiled after conversations with Chase XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Chase XXXXXXXX debit card ending in XXXX. It was intercepted/stolen in the mail. She was in XXXX, NY, hours away from the XXXX XXXX area during all fraudulent activity on XX/XX/XXXX & XXXX, XXXX. ( XXXX XXXX has a Documentation and Exhibits PDF for documentation of all claims made in this Overview ). 

XXXX XXXX did not authorize any of the below fraudulent activity, ie. activating the debit card, changing of pin #, text message authorizations, withdrawals or retail transactions. CHASE has already found withdrawals from business checking and savings accounts that occurred on XXXX XXXX & XXXX, XXXX the same days as disputed retail transactions- to be fraudulent but has inexplicably failed to deem said retail debit card transactions from XX/XX/XXXX and XX/XX/XXXX as unauthorized despite receiving substantial evidence and paperwork from XXXX XXXX XXXX XXXX that corroborates her account. 

XX/XX/XXXX, XXXX XXXX XXXX XXXX stolen/lost in XXXX. XXXX XXXX alerted XXXX right away and cancelled all of her cards personal credit & debit + business credit & debit. 
XX/XX/XXXX, XXXX Cards issued by Chase and sent in mail. 
XXXX received all other cards ( XXXX out of XXXX ) but not Chase for XXXX XXXX XXXX. XXXX mail is notoriously slow, but turns out the XXXX XXXX XXXX was stolen from the mail. * XX/XX/XXXX, XXXX XXXX XXXX XXXX to XXXX NY XXXX  time to Airbnb XXXX XXXX XXXX NY XX/XX/XXXX, XXXX Fraudulent Activity Begins : XXXX XXXX XXXX | XXXX, NY @ XXXXXXXX XXXX 
o Fraudster went into an XXXX XXXX XXXX  store in XXXX, NY, was able to change my phone line to a new phone with hard SIM card. XXXX XXXX XXXX confirmed they presented themselves as XXXX XXXX and scanned an ID to authorize changing phones. By changing SIM and taking over my phone line, fraudster was able to receive text authorizations from bank, etc. 
Chase Bank XXXX XXXX, NY XXXX Fraudster went into Chase Bank in XXXX, NY and impersonated me- was able to successfully change PIN number and fraudulently withdraw funds. 
o Cash Withdrawals TOTALING {$3900.00} ( {$1900.00} from checking acct. {$1900.00} from savings ) ( **These withdrawals were deemed fraudulent by Chase XXXX see XX/XX/XXXX and XX/XX/XXXX letters from Chase Customer Claims Dept . ** ) XXXX XXXX | XXXX XXXX, NY ( APPROX. XXXX ) o Used business debit card for unauthorized transactions TOTALING {$24000.00} ( XXXX CHARGES for {$10000.00} & XXXX ) Macys | XXXX XXXX XXXX NY XXXX Used business debit card for unauthorized transactions TOTALING {$600.00} XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX phone service and phone goes into SOS mode. She then calls XXXX XXXX XXXX XXXX trying to figure out why service cut off from her phone. She can not make calls or receive text messages. She is on an XXXX XXXX XXXX XXXX customer service chat/on familys landline in XXXX, NY, for hours with XXXX  & XXXX XXXX XXXX XXXX XXXX XXXX XXXX phone was switched from an electronic SIM on her XXXX XXXX to a hard SIM, but at that time did not suspect fraud and did not alert XXXX XXXX that someone had impersonated her earlier that day at the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX then changes the phone line back to her XXXX XXXX at approximately XXXX XXXX 

XXXX : XXXX XXXX XXXX XXXXXXXX receives an email from Chase Fraud ( XXXX ), notifying her of suspected {$10000.00} fraudulent activity from the Apple Store on her Chase Business Card and that the transactions was declined. XXXX responds to the email CONFIRMING the charges are fraudulent. Email from Chase states that card will be cancelled immediately and that a new card will be sent in the mail. Based on this representation from CHASE, XXXX XXXX believes that her account is secure and that the fraudulent transaction was declined. 

DURING THIS TIME, XXXX XXXX is in XXXX XXXX visiting Grandmother at XXXX XXXX XXXX XXXX XXXX Lake XXXX XXXX NY XXXX ( see Exhibit C, proof of check-in ), getting nails done at XXXX XXXX  XXXX NY ( XXXX XXXX ), and purchasing wine at The Merchant, XXXX, NY XXXX Exhibit XXXX ) with Chase credit card, and sees her entire family and numerous friends throughout the day and evening who can confirm she was not in any of above locations where fraud occurred * XX/XX/XXXX, XXXX More Fraudulent Activity- XXXX CHARGES IN XXXX : More withdrawals from Chase TOTALING {$3900.00} o ( **These withdrawals were deemed fraudulent by Chase, see XX/XX/XXXX and XX/XX/XXXX XXXX from Chase Customer Claims Dept. ) XXXX XXXX XXXX XXXX XXXX NY, NY : TOTALING {$24000.00} ( XXXX separate charges, {$21000.00}, {$2200.00}, {$790.00} ) Macy| on XXXX XXXX, NY TOTALING {$570.00} XXXX XXXX XXXX XXXX account the night of XX/XX/XXXX. Blindsided by all the fraudulent activity, as CHASE represented to her that the debit card had been closed on XX/XX/XXXX, she calls Chase- but all lines are closed. She locks cards. XX/XX/XXXX she is on the phone with Chase notifying them of the above fraud and claims started. 

FRAUDULENT TRANSACTIONS AMOUNTED TO {$57000.00} Upon information and belief, based on multiple phone conversations with Chase XXXX XXXX Department managers, after XXXX XXXX cancelled business debit card via email on XX/XX/XXXX, fraudster was able to REACTIVE card, either by receiving text alerts when they took over her XXXX or by impersonating her at the Chase branch in XXXX, NY. XXXX XXXX hereby demands that CHASE pull video surveillance from the XXXX CHASE on XX/XX/XXXX which, will show perpetrator impersonating XXXX XXXX. 


XX/XX/XXXX, XXXX Police report outlining fraud on XXXX XXXX XXXX accounts filed with XXXX. Police report shows charges of XXXX XXXX in the Second Degree, a C Felony in New York XXXX.

Company response to consumer: Closed with explanation