Consumer complaint received 2023-04-21
Company: JPMORGAN CHASE & CO.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Fraud or scam

Complaint:
I have an account with Chase bank. On the day of XXXX XXXX  I woke up XXXX and upon checking my email I found few emails from XXXX XXXX from XXXX XXXX to XXXX XXXX stating your transaction has been successful, the money has been picked up. I panicked and checked there were two transactions made from my account and {$990.00} was sent to XXXX XXXX in XXXX. Upon checking the emails further the hackers had tried to send {$990.00} twice and they were successful in picking up just one transaction. There were two charges on my account for {$1000.00} that {$990.00} and the {$34.00} charge from XXXX XXXX. I called XXXX XXXX right away and told them that I did not send the money and its a fraud, they told me they could not do anything as the money has been picked up and they can not refund it and I should contact my bank. So I called chase bank and told them what had happened. They opened a claim and gave me a temporary credit for {$1000.00} but on XX/XX/XXXX they sent me a letter saying that chase has done its investigation and therefore has determined that it is an authorized transaction and debited the money from my account and I called them to ask more information about their decision and their reasoning was that the information like my name address phone number and email matched that is why it is authorized transaction. But this reasoning doesnt make sense because it was hacked and when people hack someones information they wouldnt hack the wrong information and if the information wouldnt have matched the transaction wouldnt have gone through in the first place and I wouldnt have to be battling with it like this. So the bank asked me that they could not open the case again until I bring any proof that proves that I did not authorize the transaction. So I went to the police to file a report and I also filed a report with FBI. i also called XXXX XXXX and they have a fraud report and the case number. But they would only provide it to law enforcement. I went to the police station and asked them if they could call XXXX XXXX and get the report so I could provide it to the bank and get my money bank but they told me that they didnt have enough resources to do it. I went to the bank frustrated and the bank manager filed a hard complaint for me and the escalation department from chase called me and I told them the whole story. They sent me the research chase had done. In the report the IP address from where the transaction was done shows North Carolina and on an XXXX  device. I was in California sleeping in my house when this happened and I use XXXX. I told them this and yet they have denied my claim. I also had provided them the proof of my clock in and out from work to prove I was in California. At this point I have no other choice to file this complain and potentially go to small claims court as this is wrong and the bank is not protecting my hard earned money which with great trust I put in their bank thinking it was safe.

Company response to consumer: Closed with explanation