Consumer complaint received 2021-07-30
Company: JPMORGAN CHASE & CO.
State: IL
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
On Friday XX/XX/XXXX {$20.00} XXXX have been wired from my Chase bank account without my knowledge and approval to the XXXX XXXX, recipient XXXX XXXX XXXX XXXX XXXX, NY whom I neither have ever met nor knew. Chase Bank transaction reads as follows : ONLINE DOMESTIC WIRE TRANSFER VIA : XXXX XXXX  XXXX/XXXX/XXXX  ; XXXX XXXX XXXX XXXX NY XXXX IMAD : XXXX TRN XXXX XX/XX/XXXX XXXX Prior to this theft the following chain of events had occurred : 1. Wednesday, XX/XX/XXXX my XXXX XXXX stopped connecting to the XXXX network around XXXX XXXX. I went to the XXXX store located at XXXX XXXX XXXX XXXX XXXX, XXXX, IL XXXX Wednesday, XX/XX/XXXX around XXXX and the problem has been resolved by replacing the old SIM card with a new one. I have never lost the possession of my phone ; however, I did not see where my old SIM card went and how was it utilized by the XXXX store employees. 
2. Thursday, XX/XX/XXXX an unauthorized transaction showed up on my Chase Bank account that reads the following : XX/XX/XXXX Card Transaction XXXX XXXX XXXX CA XX/XX/XXXX ( ... XXXX ) {$3.00} I did not pay attention to that transaction since I was not notified by the bank and did not check my bank account that day. 

3. Friday, XX/XX/XXXX, I was working at my new home that I have purchased on XX/XX/XXXX located at the address XXXX XXXX XXXX XXXX IL XXXX. My cell phone has been disconnected from the cell provider 's ( XXXX ) network again from XXXX to XXXX I could not send/receive e-mail messages or make any calls. 
4. At XXXX I picked up my XXXX-year-old daughter - XXXX XXXX - from the XXXX XXXX XXXX XXXX XXXX located at XXXX XXXX, XXXX XXXX, XXXX , IL XXXX and went to the XXXX store located at XXXX XXXX XXXX XXXX XXXX, XXXX , IL XXXX where the same pertain was performed by the XXXX employee my SIM card has been replaced, however, I did not see how my ole SIM card has been utilized or recycled by the XXXX employee. 
5. After I have restored my network connection, I start seeing that several e-mails came to my XXXX account however, I decided to look at them up later since I was on a way to the XXXX XXXX  XXXX  store. Among the messages received, three were of particular importance : E-mail Message A : XXXX To : XXXX Fri, XX/XX/XXXX at XXXX XXXX  XXXX XXXX Notification : Equipment Modified Dear Customer, Equipment has been modified for device # XXXX. The XXXX has been changed from # XXXX to # XXXX. 

Sincerely, XXXX Customer Service E-mail message B : Chase XXXX To : XXXX Fri, XX/XX/XXXX at XXXX XXXX  Chase logo Sign in to read your new secure message Here 's what it's about Wire Template Activated We encourage you to sign in to read your Secure Message because it contains specific information about your account. 

View your secure message in two ways From Chase Mobile, go to your profile and choose " Secure Message Center '' At chase.com/SecureMessages, just sign in to your account. 

The secure message will expire on XX/XX/XXXX. 


E-mail message C : Chase XXXX To : XXXX Fri, XX/XX/XXXX at XXXX PM From Account Ending in XXXX Transaction Number : XXXX Dear Customer : We sent your wire transfer referenced above, as you requested. 
If you have questions, please call us at XXXX for personal accounts or XXXX for business accounts. 

Sincerely, XXXX XXXX XXXX XXXX  Such messages have been sent to my XXXX e-mail account XXXX, XXXX XXXX  and XXXX Central Standard Time respectively and I could not see these e-mails since I was not at my current home and had no access to the laptop computer and my XXXX has been disconnected from the network ( as I have described before ). 
I went to the XXXX XXXX XXXX XXXX store in XXXX XXXX IL while my wife - XXXX XXXX - has checked our Chase bank account and has determined the theft of {$20.00} XXXX. She immediately called me around XXXX XXXX  and informed me of that. Following that, I called Chase Customer Service department at XXXX to report a fraud. I was told to call Claims Department next morning to file a claim at XXXX and select option 2. 
On Saturday, XX/XX/XXXX, I called Chase Claims Department and established a case ( the case number is XXXX ). Then I went to the local Chase branch located at XXXX XXXX XXXX XXXX, XXXX, IL XXXX where I have signed additional document needed for my claim to proceed, closed the account where the theft took place ( XXXX ) and opened a new checking and saving account for me and my spouse. 
I insist on the inception of the criminal investigation against all the perpetrators, parties and collaborators involved in this federal crime to be persecuted to the full extend of the penal Code of Justice. Please reach me out at any time for more information about this case : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX IL XXXX XXXX XXXX

Company response to consumer: Closed with explanation