Consumer complaint received 2021-04-05
Company: JPMORGAN CHASE & CO.
State: TX
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:
My Identity was stolen through Mobile banking app on my device and was hacked on XX/XX/XXXX. As soon as I had noticed there were multiple unrecognized charges on my checking account on that morning I immediately contacted my financial institute and reported the situation to the claims department and requested to them for both checking and saving accounts to be freeze along with my debit card to be canceled as well. Also, spoke with the fraud department for my account and my personal information to be restricted and place a fraud alert. They first assure they will assist me in disputing all transactions and informed me I will receive all my money back once claim has finished processing. I have waited patiently for a week for them to contact me regarding any questions or proofs of my claim but no one from the bank has reached out or sent me any notifications regarding the claim or the dispute so I had to contact them several times each day and call all the merchants to explain I have been victim of identity theft and my account was hacked into and requested each merchant to freeze my account and place fraud alerts to put a stop on any further transactions. I also reported to FTC and all three credit bureaus to place a fraud alert and a security freeze on my personal information. I filed a police report for identity theft as well to receive an affidavit. On XX/XX/XXXX, I noticed bank had withdrawal {$2100.00} out of my new saving account and found out bank had taken that funds out of my old account which was negative in order to completely close it so on XX/XX/XXXX, I had called the claim dept. to get status on the claim and was told my claim got denied for giving out my personal information which I never did it was hacked into from my mobile device by using mobile banking so I had to explain again to the supervisor I never gave out personal information and never authorize any transactions so she had advised she will request for a reconsideration on my claim and further investigate and told me I will receive an update in 3-5 days. also, then I was asked to fax over police and FTC reports so I went to a branch and had them fax over the reports on XX/XX/XXXX. After 3-5 days which they had told me to wait for a result I've never receive any updates so after a week I went into a branch and spoke with a branch manager and he assisted me contacting claim dept. which took over an hour to get through and I was again told to wait for another 10 days ( until XX/XX/XXXX ) to wait for a result. Until today I've never received any updates nor a full amount of dispute. I have only received {$1300.00} and still have {$1900.00} to be received. I have received no answers no results no status. 
As an Identity theft victim this experience has been most horrifying and emotional draining causing tremendous amount of stress and so much hardship trying to resolve this situation every day. The bottom line is that I have been hacked and I am a victim therefore, I am entitled to receive all my money back I did not authorize or used. My money was stolen by an theft through my mobile device from Mobile banking. Please, I ask you kindly to please help me with your strong support to resolve this rather important and extremely matter. As you know each and every one of us work very hard for our money and as a consumer we deserve what is right and entitled to get treated fairly especially with our money. Bank is where we trust the most with our money and this type of matter should be handled and taken care more seriously and carefully with more protections and security. Please help me and hope to hear from you soonest.

Company response to consumer: Closed with explanation