Consumer complaint received 2023-11-08
Company: JPMORGAN CHASE & CO.
State: AZ
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
Chase Bank credited my account for the three transactions total but removed it after 'research ' shows that I 'could have ' made these transactions.

I am writing to submit my evidence that I did not make the three XXXX transactions on XX/XX/2023, to XXXX XXXX. The Chase Fraud Department determined that I could have made these XXXX transactions. I am attaching evidence I did not make the following XXXX transactions. 

Transaction number XXXX Time : XXXXXXXX XXXX  Amount : {$1400.00} Transaction number XXXX Time : XXXX XXXX  Amount : {$1500.00} Transaction number XXXX Time : XXXX EST Amount : {$2000.00} Evidence XXXX The recipient XXXX XXXX is an unknown person to XXXX XXXX He is not on the XXXX recipient list on my Chase account. I was not sent an email or text to confirm I was adding a new XXXX recipient. If I had deleted him from the recipient list on the Chase website, Chase software should be able to determine when he was added and when he was deleted. On XX/XX/XXXX I was in the Chase XXXX  branch meeting with XXXX, the Chase customer service representative and she confirmed he was not a contact on my phone. 

Evidence XXXX When these transactions were being made, I was driving on the freeway. The XXXX Department representative told the Chase customer service representative that XXXX XXXX and are on their phone all the time. Very true but I have evidence from my XXXX XXXX XXXX that monitors my driving habits that I was not on the phone at the time of the transactions being initiated. 

I have a screenshot of the XX/XX/2023 trip starting at XXXX ( XXXX XXXX  ) and ending at XXXX ( XXXX XXXX  ) which was the time the transactions were taking place. The tracker shows I was not on the phone. Also I have a screenshot of my drive to the office on XX/XX/2023 where I logged into the Chase app on my phone while driving at XXXX and the app shows phone use. ( see attached XXXX photos ) Evidence XXXX This whole situation came to light when there was an attempt to wire {$19000.00}, which was most of the balance of our checking account ending in XXXX to a person I do not know named XXXX XXXX. This transaction was rejected because of a phone call made to me by a Chase representative at XXXX ( XXXX XXXX  ). I told the Rep, he had my cell number and was speaking to me on the phone he called, which is my cell number. The Chase Rep asked me to call the number on the back of my debit card to speak with Chase regarding a transaction he needed to verify. I called Chase back, waited on hold for 17 minutes and ended up speaking with a Fraud Department rep later that evening. 

I do not know XXXX XXXX and did not initiate the wire transfer to her for that amount. Chase did not authorize the wire transfer. 

When speaking with the Chase Fraud Department Rep, in the late evening of October 17th she had me get another email account only to be used for banking at Chase, we established a verbal security code, XXXX security questions and a new login Username and password. 

After obtaining a new email address, I went back to the Chase website to update my email address, I then noticed the XXXX unauthorized XXXX transactions in another XXXX of my checking accounts. The timing of these transactions is suspicious. XXXX XXXX transactions XXXX after another to a person unknown to me or my family and a large wire transfer attempt a few minutes later. 

I called Chase back again on XX/XX/XXXX ( XXXX XXXX  ) because the Chase XXXX Department did not open until XXXX XXXX  and notified them of the XXXX unauthorized XXXX XXXX. The XXXX then deactivated the XXXX ability on my account. 

Evidence XXXX I started monitoring my Chase account multiple times a day. I noticed the XXXX was active again on my account and that a new recipient XXXX XXXX was added and an attempt to XXXX XXXX was rejected. I did not activate XXXX, add any new recipients and this person XXXX XXXX is unknown to me. 

I then went into the bank on XX/XX/2023, after receiving a letter stating that after research, Chase could not determine I didnt make these transactions. XXXX at the XXXX branch verified on my phone that XXXX XXXX, XXXX XXXX, and XXXX XXXX are not contacts on my phone. Since I have a new login Username and password, I do not know how this person was able to access my account, activate XXXX and initiate the XXXX transaction to XXXX XXXX. 

Evidence XXXX In addition on XXXX XXXX, the thieves stole XXXX of my XXXX XXXX Rewards points and bought XXXX {$200.00} XXXX gift cards. I have the Chase credit card to purchase XXXX XXXX tickets with my reward points and nothing else. If Chase looks into my history, they will see only transfers to my XXXX XXXX XXXX frequent flier account. 

I am a victim of fraud and do not recognize, authorize or initiate any of these transactions. Please reconsider your determination and credit my checking account back for the XXXX unauthorized XXXX transactions totaling {$4900.00}.

Company response to consumer: Closed with monetary relief