Consumer complaint received 2022-08-06
Company: JPMORGAN CHASE & CO.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On the night of XX/XX/XXXX and early morning of XX/XX/XXXX at XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX, NY XXXX ; my XXXX XXXX, Drivers License and Chase XXXX XXXX were stolen. The thief was able to get into my XXXX and changed the password, and recovery questions for my XXXXXXXX XXXX effectively locking me out of the account. My accounts required two factor authentication with my cell phone number so I was unable to get into any accounts until the next day when I set up a different XXXX to my cell phone number. I was able to see that this person had also gotten into my email address XXXX and tried changing passwords to my XXXX. They also created fraudulent XXXX, XXXX, XXXX and XXXX accounts in my name. They then transferred {$10000.00} out of my checking account into XXXX XXXX, attempted to transfer {$15000.00} from my savings account and around {$20000.00} from my brokerage account ( all JP Morgan Chase ) into checking. They also set up XXXX XXXX with my credit cards and use them at the XXXX XXXX XXXX store around XXXX on XX/XX/XXXX, these charges were declined. They also attempted to send money in XXXX XXXX and XXXX to an XXXX XXXX XXXX which were also declined. The XXXX to XXXX cash though did go through to my stolen XXXX XXXX XXXX. This charge was pending but eventually went through. In addition, the thief called an XXXX from XXXX XXXX XXXX XXXX XXXX NY, XXXX US to XXXX XXXX XXXX, XXXX, NY XXXX. XXXX refunded me for this fraud charge. I was able to have the sim card on the stolen phone reported as stolen to XXXX which says will monitor activity and alert police. 
Chase offered me a temporary refund of this {$10000.00} but reversed the refund in the middle of the night with no warning on XX/XX/XXXX claiming the investigation concluded the charge was valid as the merchant ( XXXX ) said the information on the XXXX XXXX account matched the information chase provided. This is because the thief hacked me out of my XXXXXXXX XXXX  and still to this day has access. In addition, I received an email my application for an XXXX Charge was declined ( this is because i froze my credit with all major credit lines. ) I was refunded on charges at XXXXXXXX XXXX that were done fraudulently filed a police report which is currently being handled by the XXXX XXXX XXXX XXXXXXXX and under Detective XXXX XXXX 's direction. I have attempted to appeal this investigation with Chase and emailed XXXXXXXX XXXX fraud support with more information. I also previously filed to the CFPB, where Chase offered their explanation they refunded the account temporarily while continuing to investigate and the case was closed. I am emailing account as this is Identity fraud and the case will hopefully be re opened based on the information I faxed to them on XX/XX/XXXX. I can be reached at XXXX, or XXXX. I am willing to speak with anyone to prove my that this was fraud and I had XXXX taken from me. I am also extremely upset with Chase 's behavior to remove XXXX from my account in the middle of the night with no warning leaving me in overdraft of about {$7000.00}. I can not afford to have XXXX taken from me. Please get back to me as soon as possible.

Company response to consumer: Closed with monetary relief