Consumer complaint received 2022-03-07
Company: JPMORGAN CHASE & CO.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
We awakened to alerts on our CHASE Freedom Card on the Morning of XX/XX/2022 due to purchases outside our normal spending habits. Most of that day was spent " on hold '' during calls to various Customer Services Representatives at CHASE, XXXX and XXXX ; organizations who were the source of the unauthorized charges against our Chase Freedom Credit and Debit cards. 

As a result, we filed reports with the XXXX XXXX Sherriff 's Department, the FBI Cyber Crimes IC3 portal, the FTC intake site for Cyber Fraud, Elder Fraud, and Financial Institution Fraud. As a result of that activity we are also reporting the following activity to the CFPB : XX/XX/2022 : Possible fraud alert from Chase Bank on Debit Card ... XXXX totaling {$3500.00} *All orders from XXXX XXXX made online/ mostly XXXX and children 's XXXX  disposable diapers and wipes *Contacted Chase Fraud / filed fraud claim/ deactivated Card ... XXXX and replaced with ... XXXX new card sent /funds reversed into account pending investigation XX/XX/2022 : Checked Chase Freedom Credit card ... XXXX account / found 13 fraudulent charges totaling $ XXXX again from XXXX XXXX made online *Contacted Chase Freedom Credit Card/ filed claim/deactivated card ... XXXX and replaced with card ... XXXX new card sent/ funds reversed pending investigation XX/XX/2022 : Contacted XXXX regarding the {$6100.00} total fraudulent XXXX XXXX charges made to the 2 aforementioned cards NOTE : XXXX promised to cancel the orders and look into the account problem XX/XX/2022 : A fraudulent application was made to Chase Card Services in my name for an AMAZON.COM Visa Signature card/ card was denied based on insufficient balance in deposits/ letter regarding the application arrived in the mail XXXX XXXX reported to Chase Card division as fraudulent application/ investigation promised. 

We also accomplished the following additional recommended actions : *Changed all passwords *Placed 2-step verification on all purchases and sign ins *Enrolled in Identity Guard company to monitor all financial and personal information *Locked all credit and debit cards ( 3 total ) *Contacted Credit Unions for freeze and fraud alerts *Canceled Amazon account, as well as all associated XXXX products XXXX XXXX XXXX XXXX  XXXX XXXX XXXX ) *Removed all cards from all digital wallets Meanwhile, received partial credits and reversals from XXXX and Chase Bank XX/XX/2022 : Received alert from XXXX ... XXXX of attempted charge for $ XXXX denied/reported/new card sent XX/XX/2022 : No alert from Chase Freedom ; however, 9 charges from XXXX were present on Card ... XXXX ( which we had not even received in the mail yet ) totaling {$860.00} obviously same as attempted on XXXX  ... XXXX, but went through on Chase Freedom /reported /reversed Meanwhile, charges in many amounts were being reversed and replaced from between XXXX and Chase from the initial fraudulent transactions XX/XX/XXXX : No alerts from Chase Bank or Chase Freedom Card ; however, in checking my accounts, I discovered that a NEW charge from XXXX XXXX of {$2600.00} had posted to the NEW Chase Freedom credit card ... XXXX Also XXXX fraudulent charges for {$2900.00} were posted on XX/XX/XXXX and deducted from our checking account using the FIRST debit card ... XXXX ( canceled on XX/XX/XXXX ) *Both reported to Chase Freedom and Chase Bank respectively/ cards canceled /new cards sent again.

*As of this time, charges of {$2.00}, XXXX had been reversed and refunded to bank account/ the disputed {$2600.00} charge on Chase Freedom remained on account card... XXXX. 

On Saturday, XX/XX/XXXX, The USPS delivered a form letter from the Claims Department at Chase Bank that said Chase changed their minds and would remove {$2900.00} from our Chase account on XX/XX/2022. At about XXXX Eastern that night ( XX/XX/2022 ) contact was finally established with a Chase representative. We were told that the customer service group " did not talk '' to the claims department and that no information about how to contact the Claims department was available ; however the Customer Service representative did arrange a conference with the Claims Department of Chase in XXXX XXXX for XXXX Eastern, Monday, XX/XX/2022. 

On Monday, XX/XX/2022 we awoke to an alert by XXXX that Chase had indeed deducted the {$2900.00} from our account around midnight. This was, of course, before we ever had a chance to talk to a bank we have used for 50 years. I went to the Chase Branch Bank in XXXX XXXX, FL and delivered 23 pages of items of proof and complaint filings with local law enforcement, the FBI, and the FTC to be faxed to Chase Claims Department in XXXX XXXX. Those items clearly illustrate that we did not make nor authorize the purchases, and that the disputed sum was processed by Chase without regard to the evidence they previously agreed to which demonstrated we had no control over the charges. Chase failed to uphold their agreement to meet.

Company response to consumer: Closed with explanation