Consumer complaint received 2022-05-24
Company: JPMORGAN CHASE & CO.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
JP Morgan Chase My bank account was hacked in the early morning of XX/XX/XXXX, my personal information was changed, including email, phone number, and mailing address to an out of state address. Money from my checking account was transferred to XXXX XXXX and my debit card was registered to XXXX for a ride, for a total of {$160.00} in fraudulent transactions. A credit card through Chase was also opened in my name online that day. The {$160.00} has yet to be returned to me as this check was mailed by Chase to a fraudulent address that Chase assured me had been removed from my account and the check was then fraudulently endorsed and cashed. 

background information : I went into Chase that morning of XX/XX/XXXX at XXXX AM to freeze and close my checking account out and to cancel the credit card that was opened. Chase originally failed to close out my account in person, even though I was told it was being closed out, and I had to go back two more times to get them to successfully close the account out. I was assured the second time going into a branch location that my information was successfully updated back to my personal information as I waited for Chase to mail a cashier 's check for my full account amount plus the fraudulent activity of {$160.00}. However, as my mother had a linked account with me at the time she could still see the wrong address showing on my account ( and that the account was not successfully closed out like it was supposed to be ), so the third time I went back into the Chase branch I requested they cut me a cashier 's check for the non-fraudulent amount remaining in my account that day for fear they would send all of my money to this fraudulent address. 

As for the {$160.00} of fraudulent charges that Chase had to process through their fraud department I was told this would then have to come as a mailed check due to my account officially being closed out, which I was fine with and was assured through the branch and speaking over the phone with multiple departments would be sent to my current correct original address on file ( Chase told me it would take about 3 weeks to process a fraud claim from XX/XX/XXXX and then mail a check out ). 

However, after waiting two months I continued to call for updates and was eventually notified that the check was already cashed ( on XX/XX/XXXX ), it was mailed to the fraudulent address from XX/XX/XXXX, and signed and endorsed in my name to a XXXX XXXX XXXX, even after being told by numerous departments at Chase the address issue was resolved. I have yet to receive these funds at this point and Chase sent me a letter on XX/XX/XXXX stating that " the bank that accepted your check is responsible for repayment. We have initiated a claim on your behalf to attempt to recover your lost funds ''. I have yet to hear anything back about this claim. 

Chase failed through multiple departments to correct my address on file that was originally changed online through a hack. I have updated my police report to report that Chase has failed to return these funds as well - the {$160.00}. 

I would also like to note that I received a letter from Chase on XX/XX/XXXX stating that the I was not responsible for the credit card opened in my name and that they would work with the consumer reporting agency to have this removed from my consumer report but as of XX/XX/XXXX the inquiry is still on file with XXXX. 

I then also received another notice XX/XX/XXXX stating another credit card was attempted to be opened in my name, a business visa signature card, through Chase again. All fraudulent activity occurring under my SSN are all happening through Chase. 

There are multiple issues listed above regarding how JP Morgan Chase has handled these events. I have spent countless hours on the phone with different Chase departments, all calls that are stated to be recorded, yet problems continue to be left unresolved. There are major disconnects between Chase departments that they can not even figure out how to mail me a check to my home I have lived at my entire life in IL, but instead sends a check to GA.

Company response to consumer: Closed with explanation