Consumer complaint received 2021-06-02
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:
XX/XX/2021 Chase denied my claim on {$4000.00} withdrawn from my account and reversed the claim charges. My account is over {$1500.00} in the negative and growing as I just paid bills and Chase reuses to reverse the charges and I'm being penalized for their screw-up and lack of security. I've spent hours on the phone with them and I'm not getting anywhere. 

On XX/XX/2021 I received notification from Chase about an ATM withdrawal for {$1500.00}. I immediately logged into my account and noticed 2 other transactions for {$1500.00} & {$1000.00}. The money was transferred from my savings account. When I called the lack of security was blaringly obvious from the beginning. The IVR requested my card number XXXX not account ) and pin #. This seams like an easy way for someone to validate information. The first two people I spoke with only requested my address for verification, no other verification was done until I spoke with someone in the fraud department.

The claims department processed the claim and started the charges will be reversed in 24-48 hours which never happened. I had to call back 6 days later and speak with a manager to get the claim processed.

The fraud department disabled the card ( another {$3000.00} was transferred from savings but withdrawal was denied while I was on hold ) and closed my account. They told me I needed to go into a Chase bank for validation ( go figure ) and to open a new account. Since then I've opened the new account and received the new card ( I have not activated it ). 

XX/XX/2021 Chase reversed the charges without giving me any notification, I only noticed because I got and alert about my account being overdrawn. I called to check the status of the claim and they told me it was denied because the card was used with a chip & pin. I believe the card my have been skimmed as I visited a gas station the day before. I still have the original card in my procession and not even my spouse has my pin. 

Red Flags missed by Chase : 1 ) Someone called in to customer service and they failed phone verification but Chase still allowed the caller to update the primary account number. ( Still waiting on a response from Chase as to why they allowed this to happen ). Primary phone number on the account being important because Chase automated fraud detection is sent to the primary number as well as one-time pin for unrecognized sign-in 's. ( no indication my online account has been compromised ) 2 ) Ten minutes after updating the phone number the fraudster initiated the transfer from my savings and begin the cash withdrawals from the ATM. I have {$500.00} withdrawal limit on my card and have never been able to take out more but they allowed the fraudster to withdraw 3 separate transactions for a total of {$4000.00}.

Lack of Security from Chase : 1 ) I've called Chase multiple times since the incident using the old disabled card, pin, and address verification. It would seam more logically to request the account number instead of the card number, if my card has been compromised this only serves as verification.

2 ) I spoke to a group that was supposed to help me secure my account. They changed the verification question like mother maiden etc ... Also set a pin on the account for when I call in. I called multiple times since that time and the only department that ask for the pin is the department that set it up. Seams useless to me, when I questioned them about it, they said it's because of voice recognition and they disabled it but I still have not been required to give that pin.

3 ) Another number was added to the account, I noticed it online but I still have not been given information on how, when, or who?

Company response to consumer: Closed with monetary relief