Consumer complaint received 2018-12-28
Company: JPMORGAN CHASE & CO.
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
On XX/XX/XXXX I had 5 processed and paid transaction via Chase QuickPay With XXXX adding up to {$4900.00}. None of these were identified until on or about the XX/XX/XXXX-XX/XX/XXXX after 3 other transactions were attempted on the same account.  On the XX/XX/XXXX I received a call from Chase stating that they wanted to verify a quickpay transaction right after I had made a quickpay transaction to my wife. My transaction was {$1500.00}, Chase identified another transaction that was submitted at almost the exact same time which triggered the call for Aprox {$1300.00}. This one was denied and a verification call was made to me, I identified it as Fraud and went immediately to the branch nearest to me in XXXX, Tx. I had to sign affidavits stating that it was fraud on my account, shut down my two business accounts and open two new ones. 
After trying to set up my new online profile with new login and password I had to call Chase for assistance in adding my wife as a payee. Chase customer service was reviewing my previous list of payees and stated that they could see all 5 of them, I ask them to read the list of names because there were only 4 that I was aware of ( 1 fraudulent on the XX/XX/XXXX,  my wife and two other that I paid several years back ), they read the names and one that I didnt know was listed. I was told that on the XX/XX/XXXXr 5 transactions were processed to a XXXX XXXX ( fraudulent ) via Chase Quickpay with XXXX equaling {$4900.00}. At that point I had to revisit the local branch again in XXXX, tx and sign another affidavit stating this was unauthorized and fraud. I requested all statements back to XX/XX/2018 to verify any and all transactions. I found no other questionable transations on Quickpay prior to the XX/XX/XXXX incidents. 
Two days later, I got my online portal set up for my quickpay again adding only my wife as a payee. I made a test transfer of {$20.00} to her to verify that it worked. The next day a XXXX XXXX added themselves to my list of payees and made a {$1300.00} transfer to herself. All logins and passwords were changed as requested by Chase, both phone and computer ran malware and anti-virus as requested. I had to again go to the nearest branch, this time I went to the local branch in XXXX, tx and closed the second set of business accounts and open another two. 
A few days later I got an alert via text that a transaction was attempted on my wifes account but was rejected due to insufficient funds. At that point we discontinued any online banking on my personal banking. I notified the bank of her account being compromised. 
The bank issued a temporary credit to my account for the 5 fraudulent transaction on the 1st by XXXX XXXX and for the XX/XX/XXXX fraudulent transaction for {$1300.00} to XXXX XXXX. I was told that after the investigation was complete that the credits would be made permanent, assuming they were found to be fraudulent. 
On the XX/XX/2018 I received an alert that a reversal of {$4900.00} was taken from my account. I called Chase Claims department and asked what has happened and I was told that the investigation was complete and it was found that the first 5 transactions on XX/XX/XXXX were from the same IP address as other transactions that were authorized. I asked for the IP addresses and was told that they couldnt give me that information. I told the Claims department that I wanted the claim to be elevated and appealed because it was fraud and unauthorized. I was assured then that it would be elevated and reevaluated. On the XX/XX/XXXX I visited the local branch by my home and spoke to the Branch Manager whom put me in contact with the claims department again. When we attempted to follow up on the claim I was told that the claim had not be elevated as I was told it would on the XX/XX/XXXX. After back and forth conversations the Claims department initially stated that without supporting documentation they could not elevate the claim, but could not tell me what was needed on my behalf. After asking again for the IP addresses that were stated to be the reason for denial of the claim I was told that they could mail it to me and it was be 7-10 business days before I would get it. Then I was told that sense the claim was denied on the XX/XX/XXXX I had 24 hrs to submit supporting documentation before the 30 day time line was up. To date I still have not received a letter of denial from the bank. After arguing the insufficient timeframe to respond I was told she would have a supervisor contact me later that day. At around XXXX I received a call from a XXXX XXXX from the claims escalation department stating that she would personally see that it was sent to the Manager of her department and that I would get a follow up call the next day or the following Monday. 
The main question is with all of the documented fraud and the approved claim for {$1300.00}, how is this claim for 5 separate transactions on the same day denied. In a less than 3 weeks my accounts were hacked repeatedly, reported and documented. It isnt an individual claim issue all of the tie together.

Company response to consumer: Closed with monetary relief