Consumer complaint received 2022-10-06
Company: JPMORGAN CHASE & CO.
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
On XX/XX/XXXX, my bag was stolen with my phone and wallet inside. I do not know how, but the thieves were able to unlock my phone ; they may have been eavesdropping and saw the code to my password as I unlocked my phone with it. With access to my phone, they were able to view my email account and change passwords, despite being protected by XXXX authentication ( email and text ). I believe they changed my passwords to access my Chase Bank mobile app. They also were able to open up credit cards using my SSN ( I assume they found it buried in my email in my lease application ) and access other financial institution mobile applications on my phone, but I was able to mostly resolve the other disputes directly with the respective companies and freeze my credit with the 3 credit bureaus. This claim is related only to Chase Bank. 

Unfortunately, the thieves deleted many emails coming into my email account from financial institutions. For example, the thieves opened up an XXXX Credit Card via XXXX XXXX, but there are no emails left in my Inbox or Trash that show application documents, confirmation emails, charges ( they racked up XXXX in purchases at a few different XXXX stores ), etc. 

However, there was one Fraud Alert email from Chase Bank I received on XX/XX/XXXX that shows a declined debit card transaction. The transaction did not go through due to fraud. At the same time, the thieves used my phone to send {$4800.00} from my Chase Bank mobile app to the XXXX wallet on my phone. This was all abnormal activity, as I have never used the XXXX wallet before and there were XXXX transactions totaling {$4800.00} between XXXX and XXXX on XX/XX/XXXX. 

One day later, on XX/XX/XXXX, there is a conversation between the thieves and Chase Bank on the mobile app via " Secure Messages ''. The conversation is attached. It appears that the thieves tried to XXXX transfer {$1500.00} to " XXXX. '' After having been rejected the first time, the thieves say they want to make payment for repairs on my car. I do not own a car. I have never made a car payment previously. This was now a day after suspicious activity has been all over my account. The {$1500.00} payment was approved and a second XXXX payment for {$500.00} was subsequently approved. 

In addition, there were XXXX XXXX XXXX payments made for {$50.00} and {$100.00}, though only XXXX appears on my bank statement because the {$50.00} payment was stopped. I recall receiving an email for a {$50.00} XXXX XXXX payment that was not authorized because of fraud detected on the account. I do not have access to the email anymore because it was subsequently deleted by the thieves ; I saw it when I re-gained access to my account, but before I was able to reset my password and re-take control of my account. While the {$50.00} payment was rejected, the {$100.00} payment was approved. 

According to my Chase bank statement, {$100.00} XXXX XXXX payment is shown to be prior to the XXXX payment. Bank statements can be lagged ( e.g., XXXX wallet transfers shown on XX/XX/XXXX on my Chase Bank Statement, but XX/XX/XXXX on the wallet mobile app ), but XXXX XXXX and XXXX are both Peer-to-Peer lending systems and likely both clear immediately. For what it is worth, I was able to call Chase Bank and stop/reverse the {$100.00} XXXX XXXX payment. 

I made a complaint with Chase Bank related to {$2000.00} in XXXX payments and was denied because " no triggers could be detected '' that would consider this fraud. I countered that the triggers include : the Chase Bank XXXX XXXX sent on XX/XX/XXXX transactions totaling {$4800.00} on XX/XX/XXXX to XXXX ( a first for me ), a cancelled {$50.00} XXXX XXXX payment ( made before the XXXX payment according to the Chase Bank statement and assuming the {$50.00} and {$100.00} payments were attempted at the same time ) and a XX/XX/XXXX conversation between the thieves and Chase Bank after Chase had rejected the first XXXX payment. After all this, Chase Bank allowed the {$1500.00} payment to go through and authorized another {$500.00} payment to " XXXX ''. I have attached bank statements showing these transactions on XX/XX/XXXX. 

Lastly, I will just note that it took awhile for me to learn of fraud of my accounts because emails were deleted. I also needed time to get another cell phone and have no home phone. Once I realized what was happening, I had to communicate via a Phone app on my computer until I was able to access another cell phone.

Company response to consumer: Closed with explanation