Consumer complaint received 2019-06-06
Company: JPMORGAN CHASE & CO.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Fraud or scam

Complaint:
Hello, I seek help with the Consumer Financial Protection Bureau due to fraudulent activity made on my Chase account. On XX/XX/2019 I went to a restaurant with my friend. Within 15 mins after leaving I notice I forgot my phone at the restaurant. When I went back, the waiter gladly gave me back my phone. About 2 hours later I was going to payback my friend through XXXX XXXX XXXX  on my Chase Bank App and noticed all my money was missing. {$1000.00} to be exact and was sent unauthorized to someone named XXXX XXXX at XXXX. I dont know anyone by that name nor was that person in my quick pay contacts. My last transaction from XXXX XXXX XXXX was {$15.00} deposited into my account from my XXXX at XXXX on XX/XX/2019. I reported this right away to Chase Bank because I didnt not make this quick pay transaction and there was absolutely nothing I could do on my end on the app to reverse it. I have never in my history of Chase have ever made a transaction that big. I contacted Chase and made a claim as soon as I noticed this fraudulent activity within 5 hours of the unauthorized transaction. I told the representative what I did, how I was at a restaurant and forgot my phone and since I dont have a security lock on my phone I believed someone went on my phone and possibly went onto my app and sent themselves all my money. When asked how they were able to get into my app I said I believe because my password was saved to my phone. ( Which later I realized I can only login to my app with only my fingerprint. Therefore no one should have access to my account. ) Chase took my claim and said they would suspend my account and advised me to go to a local branch close my account and to begin a new account with better security measures to ensure this does not happen again. So the following day I went to my local branch and closed my account. The team member who helped me said the customer service operator I spoke to on the phone never froze my account once I reported it, although its protocol to automatically do it for any fraudulent activity reported. So my account was still open and good to use. He told me if the operator I spoke to on the phone wouldve froze my account when I called, the money couldve been stopped from being processed and I may have been able to still have my money. But the operator failed to do as he told me he would. The team member at the branch continued to help me close my account and create a new one with better security measures. While sharing with him my claim, worries, and emotional distress due to all my money being stolen he guaranteed me I would have my money back. I left the bank feeling relieved and satisfied with the help and guarantee I received that I will get my money back. On Monday XX/XX/2019 I received a letter that stated We found that the transaction was processed correctly or authorized and No adjustment will be made to your account at this time. Its dates XX/XX/2019 which means they closed the case within 3 days of my reported claim. I called the Chase Customer Claims Department because I was never updated with any information regarding my claim. When I called I spoke to a representative named XXXX. She said they found from their investigation there was no sign of fraudulent activity. No failed logins, no passwords changes, and no suspicions. She stated the transaction was made off of my phone and it was send from the same IP address and location where I currently reside. So the case is closed and will not be open. I continued to ask her for more help because I need my money back. I told her I was guaranteed my money back and I need to know what I can do and she said I can make a police report so they can further their investigation. I found it so unprofessional. For a company that deals with fraud and knows how IP addresses and location can easily be copied and know how phones can be cloned. Their investigation was not thorough and they gave me false and misleading information. I currently work 4 part time jobs and take care of my family. I pay rent and have bills to pay off just like any other person. I didnt make that transaction. I shouldnt have to feel like I need to defend myself over a bank that should be helping me resolve this and represent me. For a bank I have been loyal to for about 3 years I didnt except this. Their lack of proper investigation and service has me suspicious on their end of what may have happened to my money. Im struggling to get back on my feet. I need my money back.

Company response to consumer: Closed with explanation