Consumer complaint received 2018-10-12
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On Sunday XX/XX/XXXX, I received a text message from Chase asking if I had made a {$140.00} transaction on my checking account through my debit card. I followed the instructions on the text, by calling the number provided to inform the bank that I did not make that transaction and the debit card was always in my possession. The representative informed me that they would close the debit card immediately, issue me a new one, and that the amount had not been taken from my account, since it got flagged as fraud. I hung up and looked further into my accounts online and found that both of my savings accounts ( with thousands of dollars in them ) had been completely withdrawn, to a XXXX balance, and transferred into my checking account. After the transfer was made, I noticed that {$1000.00} had been withdrawn at a specific ATM in XXXX ( I live in CA ), a debit card charge to a XXXX in XXXX, and then another debit card charge for {$2500.00} in FL at a grocery store. I immediately called Chase back ( as I had not received any other notifications about these charges ) to inform them of these fraudulent charges and transfers on my account. I had a difficult time getting access to my information, as no matter who the Chase representative I spoke with that day, they told me that all the ways to authenticate me were not working ( text messages to my phone, account numbers/debit card numbers/PINS. After speaking with several chase representatives on XXXX XXXX, whom shared with me that they will not give out their names, because it was company policy not to, I received the following information. 

I was told that I made the transfers from my savings accounts to my checking when I called Chase earlier on XX/XX/XXXX. I shared that this was not me, and asked for clarification that someone called Chase impersonating me, and somehow got access to my accounts? To which they said that was correct. I asked how that was possible with all the security questions and authentication process, and I was told that the person passed the authentication process but I was not allowed to know any further information about what happened/what questions were asked, as that was Chases internal policy. I was informed that someone put a travel alert on my account, which may have been why transactions were allowed. I was transferred to another representative about ensuring this doesnt happen in the future by adding a security code to the account when calling in. when speaking with him, he said he was happy to do so, but it wasnt necessary since there wasnt any compromises via phone. I repeated my story, and firmly stated that it was compromised via phone, which another representative informed me. He said he would have to look into this before putting the security code on the account. I waited and when he returned he apologized for the misinformation and said he would help place the code on the account. I was also told that I would need to visit a local Chase branch to be authenticated and have my accounts unlocked, because my voice could not be authenticated. 

Because Chase would not provide me with any information about the phone conversation/what security questions the impersonator passed, I was concerned for my personal identity being stolen. I then called my local police department on XXXX XXXX to file a report about identity theft and what had occurred with the bank. 

On XXXX XXXX, I went to a local Chase branch and spoke with, honestly, the most helpful Chase representative through this incident, about what happened. She helped me close out all my accounts and open new ones, transferring the money into the proper accounts. She informed me that someone else should not have been able to have phone access to my account, unless they knew me, with all the questions that get asked. She was able to read through the notes on my account and informed me that the person indeed made the transfers via phone, and also added my debit card onto an XXXX XXXX account, which ( she thinks ) is how the impersonator was able to access the accounts via ATM without the physical debit card. She was able to see on the account, both ATM transactions ( {$140.00}, and {$1000.00} ) which happened at a very specific Chase Bank in XXXX, NY. She noted that when the impersonator was not able to get the {$140.00} at one ATM, they moved to another ATM at the same bank, and were able to get the {$1000.00} out 16 minutes later. The representative also provided me with the address at which the FL transaction happened on the same day, since that one was not done online either. I asked how all that was possible since the bank had already flagged the {$140.00} as possible fraud. She was unable to provide me an answer and offered to call the fraud department with me to see if we could get further information. When speaking with the fraud department, they said theyd like to put a security code/pin on the account to make it more secure. I informed the representative that there already is a pin on the account, which she didnt ask me about before discussing the account. She noted that there was one on the account and asked me for it. She then changed the story of what was shared with me earlier and stated that the transfers on my accounts were not made via phone ( despite what the in-person representative could see on my account ) but were not able to tell me how they were done if not by phone. I asked again for clarification about what was asked when the impersonator called in, to which I was told Im not able to have access to that. I shared my elevated concerns with the branch representative about my identity being stolen, and not understanding why Chase wont give me the information about my accounts that were compromised. The helpful representative placed an inquiry to Escalations within Chase and informed me that someone from this department would be calling me in the next 48hrs to discuss my concerns/complaints. 

On XXXX XXXX, XXXX from Escalation called me to discuss the situation. I asked for his full name, to which he reported that its Chases policy not to provide full names. I asked about all the questions above, and in specific what the conversation with the impersonator entailed. XXXX informed me that the impersonator was not asked to provide the card number or the PIN to the card number, which is all he knew at that time. I asked to have access to listen to the phone conversation since it was about my accounts and the person was claiming to be me. I was told access is only allowed to Chase employees in a certain department. I asked for follow up about the conversation if I couldnt hear it myself, including what was specifically asked by Chase, if the person wasnt asked for the PIN or the card number. I also wanted to know what the impersonator asked for after they were authenticated. XXXX told me that he would call me back in a few days with updates/answers to my questions. 

On XXXX XXXX XXXX called me back to inform me that the impersonator had provided a Chase representative with my Social Security number and an address. When clarifying what address was given, XXXX gave me the address of my last residency ( not current ). He also reported that, as far as he can see thats all that was asked of the impersonator. I then asked, so your telling me that someone was able to access my account by providing my S.S number and an OLD address, thats it? XXXX did not give me a confirmed yes or no answer and said that he would be following up to ensure that was the correct address he was given by another department. He proceeded to tell me that the impersonator, once authenticated, asked for what accounts are linked to my debit card? and what were the last three direct deposits on the account? I asked again how this was all possible and why other questions were not asked he said hed look into it and provided his guess/assumption of what happened that the person asked for the account information via phone, then possibly called Chase back using the automated system and transferred the money that way. I asked about the authentication process and voice recognition, how the impersonator was recognized but when I called in to report/discuss the fraud, my voice could not be authenticated why? He said he would look into that as well and get back to me. I asked what Chases process is in regards to investigating this incident and if they are working with law enforcement. I also asked if Chase has the ability to see what number the person is calling into with, to help find the person. XXXX informed me that he can not give me that information because what if you try to find the person yourself. I clarified that I was not looking for the number, just wanted to know if Chase was working on investigating the situation through various ways, including knowing the number someone called in, knowing the very specific ATM that someone took the money out of, etc. I shared concern that if it wasnt investigated soon, the surveillance evidence at the ATM would be gone. He said he would get back to me soon with an update on where the investigation was at and provide me with other answers. 

I also went to my local Chase bank on this day to speak with the kind representative about why the compromised checking account appeared to be over drafted, and shared my concern that I would be given fines for that. She clarified that the overdraft was because of the fraudulent amounts taken out, and I would not be charged with fees since it was fraudulent. She also confirmed that the money taken out of the account has been temporarily placed back into my account while its being investigated. We called the fraud department to see if they could provide us with updates, since I was present with a Chase representative. They transferred us over to the claims department, as they said thats who handles the investigations. We spoke with XXXX ( sp? ) who shared that I wont be informed when the investigation is complete or its outcome, but she was sure that Chase was working with law enforcement. She then said, I take that back, you will be notified, you just wont know the outcome/who did it ; its one of those things youll just see in the newspaper. I asked about the travel alert on the account, and how that was placed and she informed me that there was no travel alert on the account. After going back and forth about what other Chase representatives have told me, she was not able to give me a direct answer about what happened with the travel alert other than there was not one currently on the account. I discussed my concern about how someone was able to obtain information about my accounts with no security questions asked and my concern on Chases part that the questions asked by the impersonator wouldnt be flagged as suspicious. As if to comfort me, she explained that this was not a systems issue, it was a people issue/mistake that someone shared information that they shouldnt have and all they needed was some training. 

On XXXX XXXX, I called the claims department returning their call to me about one of my claims. I spoke with XXXX who informed me that I needed to fill out two claims forms, one for the {$1000.00} and one for the {$2500.00}. I explained that I had already filled one out on XXXX with a local Chase branch for the higher amount, and we werent told one needed to be done for the {$1000.00}. I said I would go to the local bank to have it completed. I asked about the investigation process to which she was only able to provide me with the investigation end dates ( XXXX XXXX for the {$1000.00} and XXXX XXXX for the {$2500.00} ) and clarify that there were two investigations. 

On XXXX XXXX, the police officer whom I made the report with called to ask for further information and to inform me that he called Chase bank to inquire/investigate what happened and the bank told him they wouldnt give him any information. He asked me to contact to bank and ask for the information he was looking for. I shared that Ive asked all those questions already and nobody will give me the answers. 

On the same day, I was contacted by a Chase representative in Escalations in place of XXXX to follow up. I asked all the questions I asked XXXX, to which the representative said they can not provide any further information as its Chases policy and that law enforcement would need to get involved. I then asked whether Chase was working with law enforcement already regarding the incident and she reported, no, that it was the customers responsibility to involve law enforcement. I asked for a number/department that law enforcement could call, since the officer who was helping me was told he couldnt get information. She provided me with a number to global security and investigations and also shared that Chase most likely wouldnt share the information with them through that number either, unless law enforcement provides them with a subpoena. 

I find this whole incident and process incredibly frustrating and alarming that something like this could happen and Chase is placing the responsibility of investigating on the customer, as well as withholding information about what/how this happened internally. Chase will not provide me with identify theft support/monitoring, and if thats the customers responsibility to monitor/investigate, Chase is not providing me with the information I need to protect myself. I am incredibly disappointed with the customer service, receiving different stories, and the lack of concern that this happened. Because of how this incident was handled, and for the fact that Im not being provided information on how this happened with Chase, I am looking into banking elsewhere. I do not feel my information or my money is secure with Chase.

Company response to consumer: Closed with monetary relief