Consumer complaint received 2020-07-17
Company: JPMORGAN CHASE & CO.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Reference : Unauthorized charges to JP Morgan Chase account Dear Sirs, On XX/XX/XXXX, I received two messages from JP Morgan Chase Bank, before XXXX XXXX, with the same subject : Weve canceled your payment to XXXX XXXX. When I read the message in the morning, and since I did not do any XXXX transfer and I do not know any XXXX XXXX, I quickly checked my checking bank account I found that almost all my money disappeared and there were XXXX unauthorized XXXX transfers used by the person who broke into my account to take my money : XXXX XXXX XXXX XXXX {$700.00} XXXX XXXX XXXX XXXX {$570.00} XXXX XXXX XXXX XXXX {$400.00} It seems like two more transactions ( XXXX and XXXX ) destined to XXXX XXXX were rejected by the bank because they thought were fraudulent. 
In order to start an investigation, the bank requested from me the following : - To fill out a Dispute Transaction Form - I filled it and sent it the same day - To speak with the Fraud Department on the phone - Even when I have to stay over 90 minutes waiting, I called them, spoke with them and they requested from me to change my password, which I did immediately. 
- To answer a set of questions the sent via Secured Message System - Which I answered the best I could the same day received. 

Couple of days later, they reversed the charges and everything seemed fine. But after on XX/XX/XXXX, with no advice, the access to the account got blocked, there was no way to login online or mobile to the account, so I called and they told me they needed to reset the security in the account and change the username and password, which I did with the help of my daughter and son in law. After that, again everything looked normal. 

On XX/XX/XXXX, once again, with no notice or explanation, the three unauthorized charges we re-applied to my account. I have requested in many correspondences for an explanation and to re-open the investigation and the answer I receive in every occasion is : Dear Retail Claims Customer, We have received your request and reviewed your claim. 
Your claim is : Claim # : XXXX Claim Status : Closed If you have any further questions please don't hesitate to reach out to us. 
Thank you for choosing Chase. 
Sincerely, The Retail Claims Team I tried many times to explain to the bank that these operations where unauthorized/illegals and they just do not care. I even collected arguments to help them in the investigation but they just decided to ignore it. Please, find below the argument : 1- On XX/XX/XXXX, same day of the unauthorized claimed transactions, the bank rejected two other XXXX transaction, each one for US {$700.00} to XXXX XXXX and sent me security emails about it. 
2- In the account log, I found unauthorized access to my account in very unusual hours : - XXXX XXXX XXXX ( chase.com ) XX/XX/2020 at XXXX XXXX ET - XXXX XXXX XXXX ( chase.com ) XX/XX/2020 at XXXX XXXX ET - XXXX XXXX XXXX ( chase.com ) XX/XX/2020 at XXXX XXXX ET - Browser ( chase.com ) XX/XX/2020 at XXXX XXXX ET - XXXX XXXX XXXX ( chase.com ) XX/XX/2020 at XXXX XXXX ET 3- I found that the person who illegally accessed my account made important changes in my personal details : Primary phone was changed to XXXX, so the alerts wouldnt reach me. I did not receive any text, email or any kind of communication from the bank letting me know that the phone was changed, which I consider a huge security hole. 
4- There should be red flags about the XXXX recipients, maybe each one is not relevant by itself, but all together should've alerted the bank of the fraud : - The recipients were created for the XXXX transfers, they did not exist before. 
- Most probably were created in the hours reported above as unauthorized. 
- I never did any kind of transactions with these persons - There were duplicated transactions to the recipients - The criminal who was using my account tried to make another transfer, rejected by the bank - I am pretty sure that recipients are involved in illegal activities, these recipients are JP Morgan Chase clients, so I am positive they have complaints like mines against these persons 5- I have been client of the bank for many the years, I never had any dispute or doubtful claim. I think that should be an important argument in the bank investigation. 

I am kindly requesting you to help me solve this issue. I am being victim of the arbitrary actions of Chase and I wont stay quite being patronized as the underdog, I may be an old person, but I will fight for my money. 

Thanks for your time and help,

Company response to consumer: Closed with monetary relief