Consumer complaint received 2022-03-27
Company: JPMORGAN CHASE & CO.
State: CA
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:
On XX/XX/XXXX at XXXX AM, I got a text from my bank ( Chase ) that someone I don't know ( XXXX XXXX ) was added or edited as a XXXX recipient. I saw this text about an hour after I got it. I do not know who this person is nor did I add this person to my account as a recipient, so this sent my mental alarm bells ringing immediately. I quickly signed into my Chase bank app and noticed that {$910.00} was gone, sent to XXXX XXXX from my account. This was a textbook definition of an unauthorized transaction, under Regulation E. 

Immediately, I realized this was a case of identify fraud or something like it. Therefore, I immediately contacted Chase Bank customer support ( Fraud Department ) and was given the run-around, but after about the sixth call, they finally started processing my claim, even though they kept lying to me previously that they had already started processing it. A couple of days later, they provided a temporary chargeback to my checking account. However, on XX/XX/2022, they reversed the temporary chargeback. I called the Chase Claims Dep't back that that day to figure out why they reversed the chargeback, but they did not give me any legitimate reason ( and they continued to lie to me, because much of what they said contradicts where I had learned later from after talking with the Chase Executive team ( as described in further detail below ). 

I decided to then go into a Chase branch ( in XXXX XXXX XXXX, California ) in person, to see if that would be a more effective route to get this issue resolved adequately ( so that I could get made whole ). After talking with the teller, I escalated it to the branch manager. I talked with her and she submitted a form to the 'Chase Executive Team ', and she said they'd follow up with me. A representative from the 'Chase Executive Team ' did follow up with me a few days later. Then, when on the phone with the representative, I asked the representative why Chase reversed the temporary chargeback, and after some further research, the representative told me it was because they saw that someone had logged into the Chase website on the device that was used to make the fraudulent transaction ; therefore, according to him, they believe that my fraud claim was not true. I asked him further questions about the issue, and his information helped me determine ( after further investigation into my browser history on my part ), that my work computer was hacked ( I was able to figure this out, subsequent to the call, which I explain in further detail below ). 

I escalated that call to talk to the Manager after talking to the first Chase Executive team representative, and I reiterated all of the details of what happened, she gave me the Case # : XXXX, and she told me that I would get a call from the Chase Executive Team Claims Department to follow up further, but they never called me. The Chase representative I have talked to at the XXXX Team have told me that that I haven't adequately proved to them that fraud occurred, even though though fraud did occur, for which there is plenty of evidence for, and so they are responsible for making me whole, per Regulation E. It appears the Chase is doing everything possible to ignore their obligations under the law in this regard, to protect me from fraud. 

I was able to determine that hacker used my work computer 's web browser credentials to log into the bank website ( therefore this didn't trigger any bank website security questions- they were able to login with the login credentials I had saved in my web browser ), and then stole the money through XXXX. I was able to identify that my work computer was hacked, because, subsequent to talking with the first Chase representative from the Chase Executive team, I was able to use some of the information he provided me to identify that it was likely my work computer that he was referring to. Then, I checked my work computer 's web browser history, which did show that someone logged into Chase and made the unauthorized transaction using XXXX at XXXX through XXXX AM on the day of the hack. See the attachment for a screengrab of my browser history that shows the unauthorized activity that occurred. This kind of hack must have occurred via a remote hack, since my computer was sitting in my office at that time, and I was at home sleeping, and there is no one at my office at those hours. 

Overall, as of now, Chase Bank decided not to make me whole for the unauthorized activity that happened to my Checking Account, despite clear evidence of a hack occurring on my device, and they are using the fact that I logged into my device ( after having changed my username and password ) weeks later, not realizing that my computer had even been hacked at the time, as a reason not to make me whole per the legal requirements of Regulation E. According to my understanding of the law, this is illegal behavior on the part of Chase Bank , since it is not consistent with Regulation E. I feel defrauded by my own bank. I am not responsible for my bank 's lack of security features, even if the computer I used got hacked by someone and they used my credentials to login to Chase Bank to steal my money via XXXX XXXX. 

I have also attached a copy of the Police Report that I submitted to my local police department.

Company response to consumer: Closed with explanation