Consumer complaint received 2022-03-18
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I am using Chase personal checking account, on XXXX I found unauthorized 2 transactions which is {$XXXX}, {XXXX} on my checking account recently. That transaction through XXXX and sent to a person who I don't even know, XXXX. 
So I reported claim to Chase, my claim number is XXXX. 

But after claimed, Chase sent me an email saying that they would give me temporary credit during the investigation period, and that she would be an executive officer, XXXX left me a voice message. She told that temporary credit will be put in on XX/XX/XXXX and said it would be investigated. 

A few days later, the money came back under the name of reversal. But next day, I received an email from Chase as follows.

*****We completed our research for the transaction ( s ) you reported on XX/XX/XXXX. 
Here 's what you should know We found that the transaction ( s ) was processed according to the information you provided or was authorized.

As a result, we are removing {XXXX  from your account on or after XX/XX/XXXX. If the account the claim is related to is no longer open with Chase, and you don't have an open account with Chase for us to debit, we may request you to repay the credit ( s ).

Contact us if you would like to request the information we used for our research. **** The following are the words I wanted to clarify, but the agent did not try to hear me out.

1. If I log in to Chase online banking and look at XXXX 's see activity, I can't see anything. 

2. It seems that your Chase canceled the {XXXX transaction that happened to the same person that day. Because you sensed suspiciousness about it. But why did Chase let XXXX} and {XXXX go? 

3. I also got email from Chase, the email was, Chase also declined a purchase for {$XXXX} with at XXXX that happened on the same day. I'm sure Chase felt that it was suspicious and that was a relief.

4. Chase would think I did the transaction and it could be confirmed that way. But I was definitely hacked. On the afternoon of the XXXX, I discovered that an app called anydesk was downloaded on my phone and found out a few hours later that money was being withdrawn from my chase checking. ( I didn't know what the app was or what it was used for, so I looked it up and found that it was an app that could access other people 's computers or phones. ) 5. In my case, I heard that it can be protected by federal information law regulatuon E and that the bank should solve this problem. in a case where a consumer 's bank account or debit card is compromised, or a XXXX payment is made from a consumer 's account and not authorized by that consumer, consumers have rights under the Electronic. Funds Transfer Act ( also known as " Reg E '' ) .Those consumers should contact their bank to determine an appropriate resolution After received Chases deny letter, I immediately called Chase 's investigation team and asked about it. When they investigated, they confirmed that my phone was logged in with a face ID when the money was withdrawn. But I can't admit it. As soon as I logged in with my face ID and used my phone ( I use my phone frequently ), someone downloaded an app called Anydesk and accessed my phone, as I wrote down before. 

I don't have any clues to prove this, so Chase think I sent you the money by myself, but I don't even know who XXXX got the money. So I told the investigator everything and he said he would REOPEN my case and told me to wait. But TODAY, I got another letter from Chase, ****** We completed our research for the transaction ( XXXX ) you reported on XX/XX/XXXX. 
Here 's what you should know We found that the transactions ) was processed according to the information you provided or was authorized. 
No adjustment will be made to your account at this time. 
Contact us if you would like to request the information we used for our research. ****** Why do they think I sent him the money even though I called and sent email like that. How can I prove it? I talked to XXXX, an executive officer yesterday and explained it again. She said, " Okay, I'll find out more. '' However, it is not known whether this letter received in the morning came from her or from another research team. 

As I mentioned before, In this case, I heard that customers can be protected by regulation Efrom banks, and I have been using Chase Bank for about 20 years, and there were a lot of fraud issues. ( If Chase look at the other checking account I have, someone transferred {$7500.00} from my husband 's joint account on XXXX last year to by XXXX fraud. At that moment, I immediately ran to the bank and asked, and the bank manager reversed {$7500.00} immediately, replaced our account with a new account number and changed the password ; they can find it in my account history ) I can never agree with Chases decision and I want to request to leave my money {$1200.00} in my account. I heard that there is a way to report to CFPB. As soon as this case is resolved, I will close my account and switch to a new account and replace my phone right away. 

Didn't investigator reopen my case without written evidence because he thought the testimony I gave while asking the investigator to reconsider was valid? How can Chase say that we can't adjust anything?

As a result of research, there were a lot of cases like mine, and they eventually got the money back from the bank. 
( Below links are press article to support my case. ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX When I call to executive office number again, nobody getting the phone even I left voice message, nobody returned call. 

Please help me solve my problem.

Company response to consumer: Closed with explanation